Project Coordinator

Purpose of the Role

The Project Coordinator supports the delivery of small and medium-scale projects across multiple customers of our SaaS platform. The role coordinates internal and external workstreams — from implementation and configuration through to go-live and support handover — ensuring projects are delivered on time, on budget, and to a high standard of customer satisfaction. On occasion, the role may be seconded part‑time to a specific customer account to provide dedicated coordination support.

Key Responsibilities

• Coordinate and track delivery of multiple concurrent small/medium projects across different customers
• Manage multiple work streams simultaneously (e.g. onboarding, configuration, integrations, training, support handover), both internally and with external parties
• Act as a key point of contact for customers during project delivery, ensuring clear and timely communication
• Liaise with internal teams (product, engineering, support, customer success) to unblock issues and keep projects on track
• Coordinate with third‑party suppliers or partners where relevant to project delivery
• Build and maintain project plans, timelines, and RAID logs (risks, actions, issues, decisions) for each customer engagement
• Track project status, resourcing, and priorities across a portfolio of customer projects, escalating conflicts or risks
• Prepare and distribute customer‑facing status reports, meeting agendas, and minutes
• Support onboarding of new customers onto the SaaS platform, coordinating setup, configuration, and training schedules
• Maintain accurate documentation, trackers, and knowledge‑base resources across all active projects
• When required, work part‑time embedded with a specific customer to provide focused project coordination and support their objectives
• Identify recurring issues or process gaps across customer projects and suggest improvements

Required Skills & Experience

• Experience coordinating projects in a SaaS, technology, or software delivery environment
• Proven ability to manage multiple projects/workstreams at once, prioritising effectively
• Strong stakeholder management skills — comfortable liaising with customers, internal teams, and suppliers
• Excellent written and verbal communication skills, with the ability to adapt tone for internal vs. customer-facing audiences
• Proficiency in Microsoft Office and project tracking tools like monday.com
• High attention to detail and strong organisational skills
• Comfortable working flexibly, including occasional dedicated time with specific customer accounts
• Keen interest to automate and use AI to improve efficiency

Desirable

• Experience with SaaS implementation or onboarding processes
• Familiarity with project management or ticketing tools (e.g. Monday.com, Jira, Asana, HubSpot)
• Understanding of basic SaaS concepts (subscriptions, integrations, configuration vs. customisation)
• Experience supporting customer success or account management functions

Key Attributes

• Customer-focused, with a strong sense of ownership over outcomes
• Adaptable — able to switch between multiple customer contexts in a day
• Proactive problem-solver, comfortable working across ambiguity
• Calm under pressure when managing competing priorities
• Collaborative, building trust quickly with both colleagues and customers
• Highly organised
• Positive energetic personality with a solution orientated approach.

• Private Healthcare Plan
• Pension Plans
• Work From Home
• Training & Development
• Employee Assistance Programme – Counseling
• Childcare Voucher Scheme

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