Key Responsibilities

• Handoff readiness: Review incoming handoffs for missing contacts, scope, prerequisites, and commitments. Resolve gaps and coordinate with the team lead to confirm ownership and kickoff readiness.
• Scheduling and preparation: Arrange kickoffs and working sessions across teams and time zones. Confirm attendees, purpose, and what people need to prepare.
• Project tracking: Maintain current milestones, owners, target dates, blockers, and next actions. Turn meeting notes into clear assignments.
• Customer follow-up: Get specific updates on outstanding work, confirm revised dates, and escalate when a decision or additional help is needed.
• Paused onboarding: Maintain customer contact, record why work is paused, identify restart conditions, and set the next review date. Surface missing technical ownership to the team lead.
• Weekly reporting: Report new and completed engagements, active and paused projects, aging work, blockers, ownership gaps, and workload by engineer or TAM. Verify conflicting information and flag capacity concerns.
• Completion and transition: Coordinate completion reviews and document outstanding actions, required records, and receiving owners for approval.
• Process improvement: Improve checklists, templates, reporting, and reminders when you spot recurring gaps.

Skills, Knowledge, and Expertise

• Relevant experience: Experience coordinating customer projects, implementations, service delivery, or customer operations.
• Initiative and follow-through: Notice what needs attention and act without a daily task list. “I sent an email” describes an action. Be able to explain what happened next, whether that was an answer, a new date, or an escalation.
• Customer communication: Write clearly and confidently ask customers and colleagues for commitments, clarification, and updates.
• Organization and judgment: Use a dependable system to manage multiple engagements and competing deadlines. Know what you can resolve, what needs escalation, and what deserves attention first.
• Reporting accuracy: Work comfortably with spreadsheets and project records. Check data, investigate stale updates, and explain what changed.
• Independent learning: Learn our tools, onboarding process, and product vocabulary through documentation and focused questions. Build enough technical context to recognize dependencies and route issues to the right engineer.
• Helpful experience: Jira, Salesforce, Confluence, or similar tools; experience in software or IT services. Engineers own technical design and troubleshooting; you own keeping the work coordinated and the right people involved.

Why Join Us

• Opportunity to make a significant impact on the operations of the company.
• Collaborative and dynamic work environment with opportunities for professional growth and development.
• Competitive compensation and benefits package.

Experience coordinating customer projects or implementations; strong communication, organization, and reporting skills; ability to learn tools and product vocabulary; experience with Jira, Salesforce, Confluence or similar tools helpful.

Key Responsibilities

• coordinating customer implementations
• tracking project milestones
• facilitating communication

Skills & Tools

Jira, Salesforce, Confluence

Job Details

• Category: Customer Service
• Seniority: Entry Level
• Commitment: Full Time
• Workplace: Remote — Philippines
• Languages: English

About Portnox

A cloud-native enterprise access control provider securing identities across networks, applications, and infrastructure. — Industry: Information Technology