Project Coordinator

Job Description

Job Description

About Us

StellarGrade is a young and professional cloud IT consulting firm specializing in ERP software. We provide our customers with the best-in-market value services and products. As a tech startup, we are eager to work with people of passion and are motivated to grow together.

What we are looking for

StellarGrade is seeking a proactive and detail-oriented Project Coordinator to join our Delivery team for a maternity leave replacement. This role is responsible for owning the coordination and communication process for a portfolio of NetSuite customers receiving ongoing support services. The Project Coordinator serves as the central point of contact, ensuring that customer requests are clearly understood, properly tracked, and efficiently executed by the consulting team.

The ideal candidate will bring strong organizational skills, a customer-focused mindset, and the ability to manage multiple priorities with attention to detail. This role plays a critical part in ensuring consistent, high-quality service delivery and maintaining strong customer relationships through clear communication and structured follow-up.

Key Responsibilities

• Be the first point of contact for a portfolio of Support customers, acting as a trusted coordinator and communicator between customers and our consulting team.
• Own the weekly customer cadence by scheduling, leading, and documenting status calls, summarizing completed work, outstanding items, and new requests.
• Translate and triage incoming customer requests to determine next steps — whether it's assigning to other consultants, flagging for escalation, or requesting more detail from the customer.
• Work closely with Customer Leads to gather estimated effort or solution design details, then package and communicate that back to the customer.
• Create, assign, allocate, and follow up on tasks using our project management tools, ensuring deadlines are met and blockers are resolved.
• Track task progress end-to-end and proactively update customers without needing to be prompted, ensuring nothing slips through the cracks.
• Support billing and time tracking accuracy by validating that completed tasks are closed, delivered, and logged appropriately.
• Escalate concerns related to scope, timelines, or satisfaction to the appropriate Team Lead.
• Spot trends across customers (recurring asks, configuration gaps, training needs) and share those insights with leadership to help refine services and offerings.
• Champion a consistent and excellent customer experience, acting as the "glue" that keeps communication flowing, priorities aligned, and expectations managed.
• Contribute to the continuous improvement of delivery processes and templates by identifying inefficiencies or areas for enhancement based on customer feedback and team collaboration.
• Any other delegated responsibilities by the Employer

Qualifications and Requirements