Project Coordinator

8 hours ago

Ernakulam, India SAM Corporate Full time

Role Summary

We are seeking a Project Coordinator to lead and manage the SAM ESG Support Department in India. The role involves overseeing multiple post–go-live projects, ensuring client support SLAs are met, tracking issues, and coordinating with internal teams for resolution. The Project Coordinator will serve as the primary point of contact for clients and internal stakeholders for ongoing ESG support activities.

Key Responsibilities

  • Support Department Leadership
  • Lead the ESG support function for SAM ESG clients post–go-live.
  • Ensure timely response and resolution of client issues in line with defined SLAs.
  • Project Coordination & Tracking
  • Track all open support requests, ensuring proper assignment, monitoring, and closure through Jira
  • Maintain project dashboards, reports, and communication logs for ongoing support engagements.
  • Ensure smooth coordination between product, technical, and ESG domain teams to resolve client issues.
  • Client & Stakeholder Management
  • Act as the single point of contact for clients on post–go-live support.
  • Escalate critical issues appropriately and ensure proper follow-ups.
  • Manage stakeholder communication to ensure transparency and satisfaction.
  • Process & Quality Management
  • Implement and monitor support processes for consistency, efficiency, and SLA compliance.
  • Track KPIs and prepare weekly/monthly support performance reports.
  • Identify gaps and propose improvements in the support lifecycle.

Required Skills & Qualifications

  • Bachelor's degree in Computer Science / IT / Sustainability
  • Minimum 2 years of experience
    in project coordination, support management, or related roles.
  • Strong understanding of
    project lifecycle management
    and
    post–go-live support models
    .
  • Ability to manage and track
    SLAs, KPIs, and client expectations
    .
  • Excellent communication skills (written and verbal).
  • Strong organizational and multitasking skills.
  • Proficiency in MS Office (Word, Excel, PowerPoint) and project tracking tools (e.g., Jira )

Good to Have

  • Prior experience in client support roles within SaaS or reporting platforms.
  • Ability to work across global time zones and manage international clients.

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