Project Coordinator

Key Responsibilities

● Project Delivery & Coordination

○ Support the delivery of customer projects alongside the Service Delivery Manager,

ensuring projects progress according to agreed timelines, budgets, and objectives.

○ Coordinate projects throughout the full project lifecycle, from initiation through to

completion.

○ Maintain project plans, schedules, documentation, actions, risks, decisions, and status reporting using SuccessCX project delivery tools.

○ Monitor project progress against milestones and key performance indicators and

provide regular updates to stakeholders.

○ Assist with scope definition and project planning activities during pre-sales and project initiation stages.

● Customer Engagement & Stakeholder Management

○ Build and maintain strong customer relationships throughout the project lifecycle.

○ Act as a primary day-to-day contact for customer project coordination activities.

○ Support customers to maximise the value realised from their Zendesk and/or

HubSpot investment.

○ Facilitate clear communication between customers and internal teams to ensure

alignment on objectives, deliverables, and outcomes.

○ Present project updates and information in a clear and professional manner to both

technical and non-technical audiences.

● Risk Management & Quality Assurance

○ Identify, document, monitor, and escalate project risks and issues.

○ Proactively support the development of mitigation plans and corrective actions where

required.

○ Ensure project documentation is complete, maintained, and aligned with delivery

standards.

○ Maintain a strong focus on quality, accuracy, and customer outcomes throughout

project delivery.

● Cross-Functional Collaboration

○ Work closely with Sales, Consulting, Finance, Service Delivery, and external

stakeholders to support successful project outcomes.

○ Facilitate coordination across teams to ensure project dependencies and deliverables

are effectively managed.

○ Contribute to the development and continuous improvement of project delivery

practices and documentation.

● Continuous Improvement & Professional Development

○ Identify opportunities to improve project planning, coordination, delivery processes,

and customer experience outcomes.

○ Stay informed on customer experience industry trends and platform developments

within Zendesk and HubSpot.

○ Take ownership of personal learning and professional development to continually

expand project delivery capabilities and industry knowledge.