The posting
Key Responsibilities
● Project Delivery & Coordination
○ Support the delivery of customer projects alongside the Service Delivery Manager,
ensuring projects progress according to agreed timelines, budgets, and objectives.
○ Coordinate projects throughout the full project lifecycle, from initiation through to
completion.
○ Maintain project plans, schedules, documentation, actions, risks, decisions, and status reporting using SuccessCX project delivery tools.
○ Monitor project progress against milestones and key performance indicators and
provide regular updates to stakeholders.
○ Assist with scope definition and project planning activities during pre-sales and project initiation stages.
● Customer Engagement & Stakeholder Management
○ Build and maintain strong customer relationships throughout the project lifecycle.
○ Act as a primary day-to-day contact for customer project coordination activities.
○ Support customers to maximise the value realised from their Zendesk and/or
HubSpot investment.
○ Facilitate clear communication between customers and internal teams to ensure
alignment on objectives, deliverables, and outcomes.
○ Present project updates and information in a clear and professional manner to both
technical and non-technical audiences.
● Risk Management & Quality Assurance
○ Identify, document, monitor, and escalate project risks and issues.
○ Proactively support the development of mitigation plans and corrective actions where
required.
○ Ensure project documentation is complete, maintained, and aligned with delivery
standards.
○ Maintain a strong focus on quality, accuracy, and customer outcomes throughout
project delivery.
● Cross-Functional Collaboration
○ Work closely with Sales, Consulting, Finance, Service Delivery, and external
stakeholders to support successful project outcomes.
○ Facilitate coordination across teams to ensure project dependencies and deliverables
are effectively managed.
○ Contribute to the development and continuous improvement of project delivery
practices and documentation.
● Continuous Improvement & Professional Development
○ Identify opportunities to improve project planning, coordination, delivery processes,
and customer experience outcomes.
○ Stay informed on customer experience industry trends and platform developments
within Zendesk and HubSpot.
○ Take ownership of personal learning and professional development to continually
expand project delivery capabilities and industry knowledge.



