Customer Success Project Coordinator

Role Description

Under the direction of the Senior Director, Personalised Supply Chain (or designated regional leader), the Customer Success Project Coordinator (CS Project Coordinator) supports the Customer Success Projects team in the coordination, documentation, and execution support of customer onboarding and supply chain implementation projects. The role ensures that project plans, deliverables, and communications are organized, accurate, and completed on time, enabling a smooth setup and handover to Operations and Customer Service teams for consistent ongoing execution.

The Customer Success Projects function partners with customers and World Courier teams to optimize solutions for complex and critical supply chains, particularly within personalised supply chain (e.g., cell & gene therapy, radiopharma, and direct-to-patient). The CS Project Coordinator works closely with Customer Success Project Managers (CSPMs), Sales, Operations, Customer Solutions, IT, and Quality to support project activities such as:

• Workshop preparation
• Statement of work support
• Lane mapping administration
• Project documentation
• KPI/reporting coordination
• IT integration tracking

Responsibilities

• Project coordination & delivery support
  • Support CSPMs with the coordination of assigned customer success projects, maintaining project plans, timelines, trackers, and action logs.
  • Track deliverables and dependencies across functions (Sales, Ops, CS, IT, QA) and follow up on actions to support on-time implementation.
  • Maintain structured project documentation and ensure updates are captured, version-controlled, and stored appropriately.
• Customer onboarding & workshop support
  • Coordinate logistics and materials for customer workshops (agendas, attendee lists, pre-reads, outputs) and capture actions/next steps.
  • Support the creation and assembly of onboarding documentation, including work instructions and statements of work drafts (as directed by CSPM and business stakeholders).
• Supply chain setup administration
  • Support lane mapping activities by collecting required inputs, maintaining standard formats, and coordinating reviews/approvals.
  • Support communication and escalation plan documentation and ensure distribution to relevant internal teams during setup.
  • Coordinate training scheduling and materials distribution for customers and internal teams on special requirements (as led by CSPM/SME).
• KPI/reporting & systems integration tracking
  • Assist with KPI reporting setup by gathering inputs, maintaining reporting templates, and coordinating updates (as defined by the project team).
  • Track IT/system integration activities (tasks, milestones, dependencies) and support meeting notes and follow-ups to keep workstreams aligned.
• Handover & operational readiness
  • Support handover preparation to Operations and Customer Service by ensuring required project infrastructure, documentation, and readiness checks are completed and accessible.
  • Help coordinate issue logs during implementation and route items to the appropriate owners (CSPM, Ops, CS, IT, QA) for resolution.
• General
  • Perform related duties as assigned; contribute to continuous improvement of onboarding templates, trackers, and standardized formats.

Qualifications

• Strong organization, prioritization, and follow-through; ability to manage multiple workstreams and deadlines.
• Clear written and verbal communication; confident coordinating across cross-functional teams and customer-facing stakeholders (as appropriate).
• Solid analytical and problem-solving skills; attention to detail and documentation discipline.
• Strong working knowledge of Microsoft Office tools (Excel, PowerPoint, Outlook) and comfort working with structured templates and trackers.
• Understanding of regulated/logistics or high-compliance environments is beneficial (e.g., healthcare logistics, specialty supply chains).

Experience & Qualifications

• Typically requires relevant experience in project coordination, customer onboarding, operations support, or supply chain/logistics coordination.
• Bachelor’s degree or equivalent combination of education and experience preferred.
• Project management certification (e.g., CAPM, Prince2 Foundation, PMP) is a plus but not required for the coordinator level.

Benefits

• Compensation, benefits, and resources that enable a highly inclusive culture.
• Traditional offerings like medical, dental, and vision care.
• Comprehensive suite of benefits focusing on physical, emotional, financial, and social wellness.
• Support for working families, including backup dependent care, adoption assistance, infertility coverage, family building support, behavioral health solutions, paid parental leave, and paid caregiver leave.
• Variety of training programs, professional development resources, and opportunities to participate in mentorship programs, employee resource groups, volunteer activities, and much more.