Project Coordinator in Melbourne

The Project Coordinator is responsible for supporting the successful delivery of customer projects across the Success CX services portfolio.

Working closely with the Service Delivery Manager and project teams, this role coordinates project activities, maintains project documentation, manages stakeholder communications, and helps ensure projects are delivered on time, within scope, and aligned to customer objectives.

This role is ideally suited to a candidate either beginning their project management career or seeking to further develop their project delivery experience within a fast-paced Saa S and customer experience consulting environment.

The Project Coordinator will play an important role in helping customers realise value from their Zendesk and Hub Spot investments while contributing to exceptional customer experiences and successful project outcomes.

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 Success CX 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.
• 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 Hub Spot 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 Hub Spot.
• Take ownership of personal learning and professional development to continually expand project delivery capabilities and industry knowledge.

Skills & Experience

• Required
• Strong organisational, planning, and time management skills.
• Strong software acumen and understanding of Saa S.
• Excellent verbal and written communication skills.
• Exceptional interpersonal skills with the ability to build rapport and trust with customers and colleagues.
• Ability to manage multiple priorities and adapt to changing business and customer requirements.
• Strong attention to detail and commitment to quality outcomes.
• Effective problem-solving and decision-making skills.
• Ability to communicate technical concepts in a clear and understandable manner.
• Entry-level project coordination or project management experience, or experience in a closely related role.
• Behavioural Success Attributes
• Customer-centric mindset with a focus on delivering exceptional customer experiences.
• Goal and outcome-oriented approach to project delivery.
• High energy, enthusiasm, and professionalism.
• Coachable and committed to continuous learning.
• Collaborative team player with a proactive attitude.
• Nice to Have
• Bachelor's degree in business, Information Technology, or a related field preferred.
• Experience working within customer service, customer experience, or contact centre environments.
• Knowledge of Zendesk and/or Hub Spot platforms.
• Experience using Asana or similar project management tools.
• Project Management certification or progress toward certification.
• What Success in This Role Looks Like
• Projects are consistently delivered in alignment with customer goals, project scope, and agreed timelines.
• Customers experience clear communication, strong engagement, and positive outcomes throughout project delivery.
• Project risks and issues are proactively identified and managed.
• Project information remains accurate, current, and visible to stakeholders.
• Continuous improvements are identified and implemented across project delivery processes.
• Customers realise measurable value and adoption from implemented solutions.
• Other important information;
• The salary range for this job is $85k - 100k (+ super)
• Our office is located in The Commons, QV, Melbourne CBD 3000
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