Vivant ยท 2 days ago
Customer Success Project Coordinator (ISP / Telecom)
Farmers Branch, Texas, United States
Full-time
Onsite
Entry, Mid LevelVivant is on a mission to eliminate the frustrations of internet, phone, network, and WiFi outages for SMBs by guaranteeing 100% uptime through innovative solutions and exceptional support. The Project Coordinator will oversee and drive the success of client projects from planning through execution, ensuring timelines are met and deliverables are of the highest quality.
InternetTelecommunicationsVoIPWireless
Responsibilities
Build and maintain strong, long-lasting client relationships
Establish a trusted advisory relationship with key accounts, customer stakeholders, and executive sponsors
Collaborate with the sales, support, and accounting teams to gather information on potential and existing clients
Call previous carriers to verify if the client is under contract or has any obligations
Document all client and project information in our business management platform, Utiliko
Serve as the liaison between internal teams (Sales, Installation, Support, Accounting) and the client to ensure successful project progression
Attend sales meetings to gather Knowledge Transfer, relay information for parts ordering, and communicate with the installation and support teams
Keep clients informed of installation dates and ensure that previous services are disconnected from old accounts and billing starts for new services
Ensure that previous services are properly cancelled, and all actions are fully documented
Handle the disconnection of accounts after installation, understanding telecom processes such as number porting
Place orders for new services with partners and manage the coordination of installation with clients
Set up clients for billing in our CRM, address past-due invoices, and assist clients with any issues
Create and route support tickets, ensuring prompt resolution
Develop and maintain documentation for responsibilities, training videos, and workflows to improve company and client processes
Ensure a smooth onboarding process for new clients
Conduct product training sessions to help customers maximize the value of our offerings
Monitor account health, identifying potential issues or opportunities
Collaborate with the sales team to identify upsell and cross-sell opportunities
Gather customer feedback and share insights with the product, sales, and marketing teams
Advocate for product features and improvements based on customer needs and feedback
Identify and mitigate churn risks to ensure customer satisfaction and loyalty
Implement strategies to ensure the renewal of client contracts
Monitor and analyze customer product usage, providing insights and best practices to help them achieve their goals
Track key account metrics and establish performance indicators for client satisfaction and product adoption
Qualification
Required
High-caliber Project Coordinator experience
Ability to oversee and drive the success of client projects from planning through execution
Strong relationship-building skills to maintain long-lasting client relationships
Experience in establishing trusted advisory relationships with key accounts and customer stakeholders
Collaboration skills to work with sales, support, and accounting teams
Ability to document client and project information in a business management platform
Experience serving as a liaison between internal teams and clients
Knowledge of telecom processes such as number porting
Ability to manage coordination of installation with clients
Experience in setting up clients for billing in a CRM
Ability to create and route support tickets for prompt resolution
Experience in developing and maintaining documentation for responsibilities and workflows
Ability to conduct product training sessions for customers
Skills in monitoring account health and identifying potential issues or opportunities
Ability to gather customer feedback and share insights with teams
Experience in identifying and mitigating churn risks
Ability to monitor and analyze customer product usage
Skills in tracking key account metrics and establishing performance indicators
Company
Vivant
Vivant is a telecommunication company offering internet and phone services.
Founded in 2012
51-200 employees
Funding
Current Stage
Growth StageLeadership Team
H
Hamed Mazrouei
Founder & CEO
Recent News
2025-10-13
2025-10-13
Business Media International Sdn. Bhd.
2025-10-01
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