Project Coordinator

About Vivant

Vivant is a fast-growing provider of managed connectivity solutions, specializing in delivering reliable internet, VoIP, managed networks and security to restaurants, dealerships, healthcare providers, retailers, and small to medium-sized businesses.

We help businesses eliminate outages with 100% uptime solutions that keep your business connected to your business essential tools. We are looking for a goal-driven, highly organized individual to join our growing team.

If you are extremely organized, pay attention to smallest details, very structured in your day to day and goal-driven, welcome to Vivant, you will fit right in!

Your Day-to-Day as a Project Coordinator

Customer Relationship Management

• Build and maintain strong, long-lasting client relationships.
• Establish a trusted advisory relationship with key accounts, customer stakeholders, and executive sponsors.
• Own the customer experience throughout the project lifecycle, providing proactive updates and ensuring customer satisfaction.

Presales

• Work directly with the sales, support, and accounting teams to coordinate and gather information about potential and existing clients.
• Call previous carriers to verify if the client is under contract or has any obligations.
• Document all notes under projects/leads/client info within our business management platform, Utiliko.

Installation

• Serve as the liaison between internal teams (Sales, Installation, Support, Accounting), vendors, and the client to ensure the project is moving forward smoothly.
• Coordinate vendors, carriers, ISPs, and field technicians to keep projects on schedule.
• Attend sales meetings to gather Knowledge Transfer and relay information for part ordering to the installation and support teams.
• Ensure correct services are installed, proper numbers are ported, and keep the client informed of all upcoming installation dates.
• Make day-to-day project decisions independently while escalating critical risks when appropriate.

Post-Installation

• Call and disconnect previous accounts once projects are installed.
• Understand telecom-related tasks such as porting numbers.
• Place orders for new services with our partners and coordinate installations with clients.
• Set up clients for billing in Utiliko and follow up on past-due invoices.
• Answer client calls/emails, resolve issues, create support tickets, and route them to appropriate support staff.

Onboarding and Training

• Ensure a smooth onboarding process for new clients.
• Conduct product training sessions to help customers maximize the value of our offerings.

Account Management

• Monitor account health and identify potential issues or opportunities.
• Collaborate with the sales team to identify upsell and cross-sell opportunities.

Feedback and Improvement

• Gather customer feedback and share insights with product, sales, and marketing teams.
• Advocate for product features and improvements based on client feedback.

Retention

• Identify and mitigate churn risks.
• Implement strategies to renew client contracts and ensure satisfaction.

Documentation & Workflow

• Document all responsibilities and processes clearly.
• Create training videos and take ownership of developing new workflows that enhance both client and internal operations.

Performance Metrics

• Monitor and analyze customer product usage.
• Provide insights and best practices to help clients achieve their goals.
• Track key account metrics and performance indicators related to client satisfaction and product adoption.