Responsibilities:
Assist Service Delivery Managers and IT Managers in the onboarding and coordination of new/existing customers.
Coordinate and plan the delivery of projects from deployment to completion and ensure timely delivery of milestones.
Develop, manage, maintain and update customer platforms and databases.
Monitor customer project health indicators and flag potential issues timely.
Schedule and coordinate internal and external project meetings, prepare agendas, and document meetings for follow-up action items.
Track deliverables, deadlines, and resource allocation to ensure successful project outcomes.
Support cross-departmental collaboration.
Assist in process improvements to streamline customer success workflows and enhance scalability.
Provide support for customer inquiries regarding project timelines and deliverables.
Communicate clearly with both external and internal stakeholders to ensure expectations are managed and met.
Collect and communicate customer feedback, and insights, to management and business units for continual improvement.
Passionate about delivering excellent customer experiences and ensuring customer satisfaction.
Requirements:
Minimally a Diploma in Project Management, or any related field.
At least 1 year of relevant experience in managing projects; experience in SI or MSPs in an IT related field is a plus.
Certified Associate in Project Management (CAPM) is a plus.
Experience in ServiceNow Customer Service Management (CSM) is a plus.
Proficiency in Microsoft 365 and Office Product Suite (Teams, Project Planner, Word, Excel, PowerPoint, Outlook).
Proven experience managing multiple projects and client relationships simultaneously.
Proven strong time management and multitasking skills.
Excellent written and spoken command of the English language.
Ability to translate technical or project details into customer-friendly language.