Customer Project Coordinator
Customer Project Coordinator - San Antonio, TX
SUMMARY: Supports business clients to proactively ensure timely, successful implementation of service orders. Provides coordination and communication between customers, vendors, Sales, FOPs, Operations, and internal departments to ensure high levels of customer satisfaction with company service delivery. ESSENTIAL FUNCTIONS: Order Management: Monitors service orders from initiation through billing verification. Manages documents, tracks progress of orders from pre-order entry through post-installation, using existing reports and systems. Schedules customer activations and is available to customers for after hours support. Ownership: Takes independent action to solve problems impacting service delivery, ensuring all jeopardy/risks to successful implementation are addressed and escalated appropriately. Maintains ownership of resolution while accessing escalation resources for assistance if unable to diagnose or resolve issues. Negotiates with customers, third parties, and management to ensure consensus approach to installations that fall outside normal parameters. Communication: Communicates order status to, and acts as liaison between, Sales, customer, vendor, FOPs, and NOC. Follows defined communication plan and uses automated workflow to communicate order status externally at pre-defined milestones. Manages client expectations on 24/7 basis. Provides post-completion support to assigned customers through customer activation/acceptance and into appropriate lifecycle management. Functions as resource to customers and vendors regarding company products, services, and their functionality. Order Package Verification and Revenue Realization: Validates service order documentation to ensure compliance with company policies and to meet customer expectations, working with Sales organization and following guidelines of company policies. Utilizes critical thinking and provides situational direction and guidance to other employees to ensure revenue goals are attained and customer expected installation dates are met. Teamwork: Provides policy compliance support to Sales organization and procedural guidance when needed. Performs other duties as assigned.