Under the direct supervision of the Director, CX \& Revenue Operations, the Client Experience Coordinator (CXC) is a project management role responsible for the project design and successful execution of projects for assigned Client accounts. The CXC works closely with sales, marketing, operations, and tech to define project strategies and objectives, creation of tactics and scope to support the objectives, executing project setup, tight cross\-departmental alignment to ensure project goals and objectives are met, and generally works as the day\-to\-day liaison for assigned Client accounts. This includes, but is not limited to: * Executing project implementations * Overseeing client communications regarding project ongoing performance * Creation and delivery of Client Business Reviews * Supporting Sales with project renewals and account growth * Creation and management of project plans, including proper communications and action assignments and completion to all supporting departments and change management documentation. * Escalating account and project risks and collaborating with appropriate departments to create action plans to mitigate account risk. * Accountable for ensuring Client project reporting is accurate and supports project objectives. * Day to day project oversight and client relationship and communications management * Creation and delivery of internal project training material, including project playbook and messaging, project certifications and training support for all assigned project agents and operational leaders. The CXC is responsible for project lifecycles for all assigned Client projects, including onboarding, implementation, execution, and end of project support. The CXC will act as the primary point of contact for all internal and external stakeholders as it relates to project performance and goal attainment, including but not limited to ongoing review of client dashboards, reporting analysis, and general project management. The CXC is measured on Client account satisfaction, project goals delivery, retention, growth, and profitability. Essential Functions and Responsibilities * Works closely with Sales to gather detailed information about Client’s business, strategies, structure, project and relationship objectives and deliverables to facilitate effective project onboarding. * Create and manage project plan, including tasks, assignments, timelines, key milestones with ongoing communication and collaboration with supporting teams and departments on status, impact to time, cost and scope. * Review and understand assigned Client accounts’ company, including products/services (features, benefits, functionality), market fit and alignment, buyer pain points solved and buying cycle stages, competitors, and target audience (industry, title, persona) * Creation, delivery, and facilitation of project training support material to operational support resources, including project playbook, messaging, Client overview, solution/product overview, positioning, project certification. * Review of related Opportunities for aligned Client account projects in Televerde corporate Salesforce. * Creation and oversight of supporting Quotes for aligned Client account projects in Televerde corporate Salesforce. * Collaboration with Business Intelligence on creation, accuracy, and strategy of Client project reporting * Collaboration with Operations on project performance, including alignment on market focus, data volumes, KPIs, performance milestones and resource alignment. * Collaboration with Sales on ongoing insights gathered from Client relationships, project execution and risks to support account and project renewals and growth. * Ongoing performance reporting delivery to assigned Client accounts for all related projects, including weekly progress reviews and ongoing strategic business reviews. * Conduct ongoing internal reviews with project support teams to identify and resolve project performance gaps. * Monitor overall performance of Client projects to ensure quality and timelines objectives are on target. * Ensure timely escalation of problems, risk and change requests to appropriate management staff. * Preparation and execution of Client stakeholder visits, in close collaboration with Sales Qualifications * Strong presentation, verbal, and written communication skills in English, Portuguese and Spanish is a must. * Strong active listening skills. * Demonstrates leadership skills through professionalism and teamwork. * Able to communicate thoughts, ideas, information, messages and other verbal or written information, which may contain technical material, in a logical, organized, and coherent manner. * Effectively prioritizes and shares the ideas and needs of others to develop strategies. * Demonstrates critical and creative thinking and problem\-solving skills. * Demonstrates ability to be proactive and task orientated. * Ability to build strong relationships, gaining credibility and partnering with clients, internal customers, and peers. * Ability to learn and understand how to benchmark and measure effectiveness of projects and drive change for improvements. * Demonstrates ability to listen attentively and ask clarifying questions to assure comprehension. * Ability to organize, prioritize or schedule multiple tasks in a deadline\-driven environment. * Ability to develop realistic action plans while being sensitive to time constraints and resource availability. * Ability to obtain information necessary and seek input and approval from appropriate resources when making decisions. * Comfortable with commitment and change; able to deal with and escalate emergencies as necessary. Education and Experience * GED or high school diploma required. * 1\+ year of Televerde calling experience. * Demonstrated excellence related to Televerde role and project types, including LDR and SDR roles, lead generation, pipeline progression, event support project types. * Proficient in Microsoft Suite, including Word, Excel, PowerPoint * Previous experience using Salesforce CRM * No Behavioral Issues in the last six months * Minor or Major Tickets * Suspensions * 2\+ years remaining on incarceration sentence. ***Televerde provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.*** ***This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.***