Account/Project Coordinator

Project Coordinator
Reports to:
PMO, Team Lead

Department:
Project Management Office (PMO)

Date:
January 1, 2025

Work Model:
Hybrid

Position Overview
The Project Coordinator is responsible for managing client accounts, coordinating projects, and ensuring customer satisfaction. Acting as the primary client contact and trusted advisor, this role focuses on relationship management, stakeholder engagement, and customer success while overseeing timelines, budgets, and deliverables. By combining account management, client services, and project coordination, the Project Coordinator drives retention, upselling opportunities, and portfolio growth, ensuring every project delivers measurable ROI and long-term value for the client.

Responsibilities
Client Relationship & Account Management

• Serve as the main point of contact for assigned client accounts, handling all customer relationship management (CRM) activities.
• Build, strengthen, and maintain long-term client relationships to improve retention, loyalty, and customer engagement.
• Conduct regular account reviews, client check-ins, and business updates to showcase value and identify growth opportunities.
• Acted as a key point of contact for strategic accounts, ensuring customer satisfaction, retention, and long-term growth.
• Ensure client expectations are managed through proactive communication, stakeholder management, and customer support excellence.

Project Coordination & Delivery

• Plan, organize, and deliver multiple projects within scope, budget, and deadlines.
• Coordinate stakeholders, vendors, and cross-functional teams to achieve customer success.
• Translate client business goals into actionable deliverables that support both project execution and account growth.
• Track project performance, profitability, and client satisfaction using CRM and project management tools

Reporting & Insights

• Provide clients with clear, data-driven reports on KPIs, ROI, and account health metrics.
• Present quarterly business reviews (QBRs) and performance updates to reinforce the company's role as a strategic partner.
• Identify trends, risks, and upselling opportunities through continuous analysis of project and account data

Continuous Improvement & Client Experience

• Recommend and implement best practices to improve both internal efficiency and the overall client experience.
• Ensure customer success and client satisfaction by maintaining quality standards across all deliverables.

Requirements
Education

• Bachelor's degree in Business, Project Management, or a related field.

Experience

• Minimum 5 years' experience in project coordination, account management, client relationship management, customer success, or client services.
• Proven track record of managing client portfolios, building relationships, and delivering projects on time and within scope.
• Acted as a key point of contact for strategic accounts, ensuring customer satisfaction, retention, and long-term growth.
• Familiarity with CRM platforms (NAV, Celoxis, Salesforce, HubSpot, or similar).

Competencies

• Strong organizational, multitasking, and problem-solving abilities.
• Ability to coordinate cross-functional teams, stakeholders, and vendors.
• Analytical mindset with the ability to interpret KPIs, ROI metrics, and account health data.
• Adaptable to changing priorities and able to thrive in a fast-paced, client-focused environment.
• Proficiency in project management tools and Microsoft Office Suite.
• Commitment to customer success, retention, and long-term account growth.

Communication Skills

• Excellent verbal and written communication skills in both French and English (bilingual required).
• Strong interpersonal and negotiation skills, with the ability to act as a trusted advisor to clients.
• Proven ability to deliver presentations, client business reviews (QBRs), and account updates with confidence and clarity.
• Skilled at maintaining transparency, trust, and client satisfaction through proactive communication.