Product Service Coordinator - Project Focus

The Product Service Coordinator serves as a primary interface to clients, Development, Customer Success Managers (CSMs), IMs/PMs, and members of the Product Planning team within Datex. The ideal candidate must be proactive and extremely detail oriented. They will work closely with internal teams and clients to build relationships with all relevant stakeholders as a trusted partner and advisor. You must have a strong understanding of our customer’s business objectives and the ability to identify and articulate how our engagements may support and impact their operations. They will work to ensure smooth delivery and support of our software and services, including migrations, release upgrades, and other engagements. They’ll play a crucial role in ensuring all stakeholders are kept informed of project progress and that various departments are held accountable for their contributions to the processes. Addressing customers’ needs and issues, and managing day-to-day operational items, are paramount.

You must be located in Philippines to qualify for this role.

Requirements

Role & Responsibilities

Release Management Focused

• Assist in maintaining and updating a comprehensive list of all installs, upgrades, and migrations. 
• Maintain process and engagement checklists and make sure they are thorough, current, and correct.
• Ensure that established processes are followed by internal and external stakeholders. 
• Track the progress of each project for timely completion and in alignment with customer expectations, including migrations, release verifications, and upgrades (product, SQL, OS).
• Communicate regularly with stakeholders (both internal and external) to provide status updates on ongoing projects. 
• Coordinate with different departments (e.g., IT, Support, and QA) to ensure they meet their responsibilities and timelines for each project. 
• Identify and escalate any risks or issues that may impact the timeline or quality of installs, upgrades, and migrations. 
• Assist in planning and scheduling releases to ensure minimal disruption to customer operations. 
• Support the Release Manager and Managed Services Director with organizing meetings, preparing reports, and tracking key performance indicators (KPIs) related to the release management process and other initiatives. 
• Ensure Dynamics and DevOps are updated with all requirements gathered prior to, during, and post the project initiation.
• Provide ‘What to expect’ documents for each milestone phase.
• Develop and maintain project plans and dashboards related to assigned projects.
• Document time within DevOps.
• Maintain assigned sprint boards.
• Collaborate with the internal and external participants during User Acceptance Testing for status updates.
• Lead internal scrum calls for assigned team(s).
• Ensure project scope remains aligned.
• Evaluate the outcomes of the project as established during the planning phase and provide a retrospect document as needed.
• Ensure all documentation and other artifacts are stored and accessible for future reference.
• Understand basic system configuration of the Datex software suite.

Project Coordination

• Act as a point of contact for customers currently engaged with assigned projects.
• Coordinate and lead regular meetings to review requests, performance, and address issues.
• Record, monitor, and evaluate issues as they arise and ensure they are known and resolved promptly.
• Provide regular updates on the project's progress to customers.
• Resolve conflicts within and between projects, teams, or functional areas.
• Manage the change control process while keeping all stakeholders informed of any change requests that will substantially alter the course of the project.
• Ensure the project deliverables are accurate, on time, within budget, and are of a high level of quality.
• Create documentation as needed.
• Identify, develop, and initiate innovations and solutions where precedents and procedures may not exist.
• Work cross-functionally to solve problems and implement changes.
• Assist direct and indirect teams with creating and formalizing documentation.
• Prepare regular reports on metrics, feedback, and resolution times/details, including productivity, utilization, realization, time tracking, and timeliness.
• Identify opportunities for improvements and best practices, then document those accordingly.
• Actively contributes to the continuous improvement of supporting processes and tools used to organize, communicate, and measure success.
• Participate in training and role development activities to remain current with industry trends and best practices.
• Performs other related duties as assigned.

Skills & Qualifications

• 3+ years of experience in Project Management or Coordination
• Directly involved with a client-facing role
• Warehouse Management software experience is a plus
• SaaS/Supply chain software experience would be beneficial
• Experience overseeing releases, upgrades, and migrations
• Exposure to Microsoft Azure infrastructure would be helpful
• Previous exposure to Agile Scrum process and Sprint board management
• Fundamental understanding of technology, including EDI, API, and other integration technologies
• Strong written and verbal communication skills
• Experience working with complex, multi-divisional, multi-geographical customers
• Ability to create structure in ambiguous situations and design effective processes                                           
• Consistent performer who handles stressful situations and deadline pressures well
• Ability to multitask and experience working with cross-functional teams (e.g. Sales, Development, Marketing, Services) (Internally & Externally)
• Previous ticketing system experience
• Empathy with a knack for understanding the customer’s needs and why they need it
• Strong prioritization and time management skills
• Able to accommodate at least 9am – 5pm US EST