Project Coordinator

We are looking for a detail-oriented and proactive Project Coordinator to manage our PMG Help Desk and serve as the central hub for communication, coordination, and workflow management across business-facing teams. This role is critical in ensuring that Sales, Account Management, Product Leaders, and other cross-functional teams receive timely support, enabling them to respond effectively to our prospects and customers.

The ideal candidate will combine strong organizational skills with excellent communication abilities, ensuring smooth collaboration, timely resolution of requests, and efficient tracking of all help desk activities.

Role & responsibilities

• Centralized Coordination:

  Act as the primary point of contact for Sales, Account Management, Product Leaders, Marketing, Demo Team, and CSG teams through the PMG Help Desk.

• Ticket Management:

  Monitor, assign, and track all PMG Help Desk tickets, ensuring timely resolution within defined SLAs and escalating when necessary.

• Workflow Oversight:

  Maintain and update a real-time management dashboard to provide visibility into ticket status, trends, and progress for leadership and stakeholders.

• Cross-Functional Collaboration:

  Facilitate seamless communication between US and Bangalore teams, ensuring tasks are aligned, dependencies are managed, and deliverables stay on track.

• Reporting & Documentation:

  Prepare and share project documentation, including weekly status reports, SLA performance metrics, meeting notes, and executive-level presentations.

• Continuous Improvement:

  Identify recurring issues or bottlenecks in workflows, propose process improvements, and collaborate with teams to implement solutions.

• Stakeholder Engagement:

  Build trust and maintain strong relationships with internal stakeholders, ensuring clarity, transparency, and accountability in task handling.

• Knowledge Management:

  Contribute to and maintain a structured knowledge base of FAQs, standard responses, and process documents to enhance efficiency and reduce repeat queries.

Preferred candidate profile

• Education:

  Masters degree in business administration, Project Management, or related field.

• Experience:

  12 years of experience in project coordination, program support, or help desk/project management functions (preferred in a SaaS or technology environment).

• Technical Skills:

  Proficiency in project management and collaboration tools (e.g., Jira, MS Project, Confluence, or similar).

• Soft Skills:

• Strong communication, presentation, and interpersonal skills.
• Ability to manage group dynamics, resolve conflicts, and facilitate effective meetings.
• Exceptional organizational and time management abilities with keen attention to detail.
• Analytical mindset with the ability to interpret data and provide insights.
• Calm, composed, and solution-oriented under pressure.

• Mindset:

  Eagerness to learn, with a passion for agile practices and continuous improvement.