Customer Success Project Coordinator at VHRS

Role summary:

Tagmarshal is changing the world of Golf Operations through data and has developed leading traction in the USA, Europe, Canada, the UK, the UAE, Africa and the Asia-Pacific region. Our new team member is accountable, keen to learn, adheres to high quality standards and executes on results and plans within their team.

As the Customer Success Project Coordinator, you will be responsible for managing the projects relating to golf course seasonality including the onboarding process of new clients. You will need to build realistic project plans aligned to seasonal requirements, schedule tasks and ensure the team delivers the outcomes on time.

The Customer Success Project Coordinator will report to the Group Customer Success Manager and coordinate the tasks of the Customer Success Associates within the seasonal projects so they can manage their client engagements effectively. You will also ensure the correct processes are being followed at the appropriate time by the team as they interface with their external clients. You will be required to provide regular updates on each project to the Group Customer Success Manager and Customer Success Manager.
WHY WORK WITH TAGMARSHAL?

• Opportunity to work with a dynamic, innovative, globally operating, growth-stage tech company offering exciting opportunities and challenges.

RESPONSIBILITIES:

• Determine and define scope and objectives of seasonal projects and realign as and when required
• Manage and oversee the proper and effective functioning of the following seasonal projects: New client onboarding, Start of season reboarding, Mid-season Optimization and End of season reporting and winterization
• Manage and oversee the proper and effective functioning of adhoc Customer Success projects as required
• Plan, direct, coordinate and lead the activities of seasonal projects to ensure that the goals and objectives are accomplished within the required time
• Establish a project plan for each seasonal project including CS Associate travel associated with each project where applicable
• Outline the work plan to assign duties and responsibilities in conjunction with the Group CS Manager
• Understand the correct business practices and how our team interacts with other departments for execution of our processes
• Communicate effectively with our team and internal stakeholders
• Engage with CS Data Analyst around reporting requirements as part of your seasonal projects
• Report on the CS Associate and Data Analyst workload and output to the Group CS
• Manager, CS Manager and Analytics Manager for effective management and execution of each seasonal project
• Develop process improvements to ensure smooth operations of seasonal projects
• Foster teamwork by working cooperatively and effectively with others to set goals and resolve problems
• Assess priorities and determining the importance and urgency of tasks required to be completed by deadlines
• Develop a task schedule for the CS Assoc in conjunction with the CS Managers and monitor job progress while keeping track of all information
• Collaborate with the Customer Success team to solve problems that may arise by identifying the cause, gathering and processing the relevant information, generating possible solutions and making recommendations to resolve the problem
• Flag and escalate any risks to completion of seasonal projects with Group CS Manager, CS Manager and Analytics Manager
• Provide KPI reporting data to the Group CS Manager and highlight concerns and/or challenges
• Provide weekly updates to Group CS Manager and CS Manager

REQUIREMENTS:

• Stakeholder management
• Proactive problem-solving approach
• Ability to engage well with all levels in an organization
• A thorough understanding of relevant computer systems and applications
• Proactive and facts-drive decision making
• Ability to use your initiative
• Be thorough and pay attention to detail
• Excellent verbal communication skills
• Superior organizational and time management skills
• Innovative, creative thinking skills to ensure the team is providing a cutting edge client experience
• Ability to work in a dynamic environment and prioritize under time constraints

RELEVANT EDUCATION AND EXPERIENCE:

• 2+ years prior experience in project management
• Managed projects through the complete project management lifecycle
• Knowledge of golf (advantageous)
• Experience working with remote team (advantageous)