Deployment Project Coordinator

The Project Coordinator ensures successful implementation of client services by managing the day-to-day operational aspects of a project and client interaction. Project Coordinators act as the first line of support for initial service setup that handles the monitoring and controls of the progress of all projects that includes updating the service setup status until service setup completion. Set and manage client expectations about the service setup and service deployment process that includes coordination of installation, set-up and implementation of client services effectively as stipulated in the contracts applying our methodology and enforcing project standards.

• Minimum of 24-hour customer contact for all new assignments, contracts/projects
• Update all deployment tickets at a minimum of every three days
• Average 30-day contract life or as specified on the set projected life cycle of deployment by type of service
• Keep an up-to-date spreadsheet of current deployments to maintain accurate contract worksheets to track backend work setup
• Keep track on the Average Time to Bill New MRR, Time to Close Communication and Age of Communication for each project to increase efficiency in deployment handle time by keeping all projects in active status.
• Have projected MRR and billing completed by the end of each work week
• Ensures 100% accuracy in all deployment backend work required for the service turn up.
• Deliver 97%-100% Overall Satisfaction and Recommendation survey rating for projects deployed.
• As the first line of support for initial service setup, Project Coordinators handle day-to-day management of operational aspects of a project and client interaction to deliver a successful turn over to the Command Center.
• Monitors and controls progress with all projects that include updating the service setup status until service setup completion including managing and setting client expectations about the service setup and whole service deployment process.
• Deliver projects on time and as per contract specifications and project standards
• Configures and prepares needed data for a service to work for the client including PEM data entry, updating Deployment and CSS footprints tickets, creating POs, submitting billing for contracts, coordinates internal service deployment and escalations and other relevant backend work setup required for the service turn up.
• Keeping an up-to-date spreadsheet/ database of current deployments for internal and client reference and to maintain accurate contract worksheets to track backend work setup.
• Provide basic technical/service admin training for SilverSky clients.
• May be expected to handle minimum of 30 up to 40 contracts on high volume season.
• Seek assistance to other Support team to mitigate technical issues during deployment by providing appropriate resolution to the problem.
• Escalate to Management any risk concerns as they become apparent throughout the project.

• Thorough understanding of basic MS Office applications
• Excellent written and oral communication skill
• Excellent organizational and time management skills
• Displays high level of maturity and business ethics, professional integrity, problem solving and decision-making skills
• Ability to perform independently on multiple tasks under minimum supervision
• Ability to comprehend business processes with above average comprehension and analytical skills
• Excellent customer service skills and account management skills
• Exhibit confidence, sense of urgency, proactive, inquisitive, above average interpersonal skills, ability to work well under pressure, results-oriented, self-propelled and self-motivated and a good team player

• Bachelor’s Degree
• With at least 1 - 2 years related work experience in account/order management and customer service/technical support in a multi-cultural environment