Work Setup: Hybrid at the Sanctum, SM - North EDSA, QC (onsite training for 5-6 weeks then once-a-week after)
Schedule: 3pm to 12am | 8pm to 5am MNL (may change due to DST)
Start Date: TBD
Equipment: Company provided
What does a day in the life of a Technical Implementation Coordinator look like
- Works closely with internal Sales and Customer Success team members, with existing customers, and with prospects to help design integration solutions.
- Engages with customers and prospects in pre-sales efforts to scope solutions and to clearly document professional service requests based on product capabilities.
- Develops and delivers requirements documentation to internal and external project stakeholders.
- Managing multiple projects with a high number of customer interactions.
- Interpreting and transforming customer requirements into project plans.
- Tracking projects and tasks through the PMO portfolio tool while working closely with Implementation Engineers on task assignments.
- Monitoring and maintaining key project dates and financial values within the PMO portfolio tool.
- Accurately tracking work and providing concise project status updates in alignment with PMO standards.
- Leveraging existing project process and corresponding templates to effectively communicate to internal and external project stakeholders.
- Providing meeting agendas, facilitating meetings, and clearly communicating outcomes and action items via meeting minutes and issues logs.
- Setting and managing expectations with project stakeholders and escalating to leadership when appropriate.
- Maintaining accountability to drive assigned projects to successful completion.
- Proactively managing changes in project scope, identifying risks, and assisting in devising contingency plans.
- Leveraging product-based training to guide and educate customers on system configuration through the product's user interface.
- Completing internal solution certification and assisting in user acceptance testing.
- Collaborating with internal teams to improve processes and provide feedback to the Product team to share product ideas.
What are the required qualifications for a Technical Implementation Coordinator
- 1+ years in a coordination, project support, or technical task management role in a SaaS or software environment.
- At least one year of experience with API and MS SQL
- Strong organizational skills and proven ability to manage multiple task threads across concurrent projects.
- Familiarity with technical concepts such as APIs, cloud platforms, and system integrations (you don't need to be hands-on, but you should speak the language).
- Experience coordinating meetings, tracking action items, and holding stakeholders accountable.
- Excellent communication skills—written, verbal, and interpersonal—with both technical and non-technical audiences.
- Proficiency with productivity tools such as Jira, Confluence, Excel/Google Sheets, and Slack or Teams.
Preferred qualifications:
- Familiarity with contact center platforms such as Five9, Genesys Cloud, NICE, or Amazon Connect.
- Exposure to implementation or integration projects involving APIs, telephony systems, or speech analytics tools.
- Understanding of data pipelines, event-driven architectures, or cloud technologies (AWS preferred).
- Experience working with voice or text-based transcripts, metadata, or call recordings.
Ninja Perks and Benefits
*Full time employees
- Competitive compensation
- Adherence to government-mandated benefits
- Retirement Savings Program with Company Matching
- Life Insurance
- HMO on day 1
- Paid time off, birthday leave
- Bonus and incentive plans
- Opportunities for skills training and personal and professional development
- Employee Referral Program
Experience infinite fun so you can have infinite growth. Discover a better way to grow at SupportNinja Are you ready
If you are interested, you can access your instant interview here: https://alpharun.com/i/9jK2EW9I6xS77deoGj47Q
Disclaimer:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
