Customer Experience Coordinator

Stratix Corporation is the trusted advisor for many industry-leading global enterprises, offering the most comprehensive managed services portfolio to help companies operationalize and realize the full value of their mobile investments. Our passion is partnering with businesses to operationalize their mobile investments with high-value services that drive competitive differentiation.

The Customer Experience Coordinator supports the successful delivery of customer projects by ensuring orders, inventory, project information, action items, and resource data remain accurate and on track throughout the customer lifecycle. This role works closely with Customer Success Managers, Project Managers, and Operations teams to monitor project activity, identify potential delays or gaps, and proactively follow up with appropriate stakeholders to drive resolution.

Reporting to the Senior Director of Customer Experience, the Coordinator serves as the operational hub for the CX team, owning the tracking, data integrity, follow-up, and administrative coordination that support consistent delivery across customer programs.

Order & Inventory Operations

• Monitor overall customer order status and proactively flag exceptions and orders that are delayed, stalled, or require additional action.
• Review order backlog and aged inventory to identify potential risks or exceptions.
• Track pending inventory transfers and follow up with appropriate teams to ensure timely completion.
• Conduct daily check-ins with Operations teams (warehouse, order management, staging, and shipping) to review outstanding orders, inventory issues, priorities, and potential customer impacts.
• Escalate issues or exceptions that could impact project timelines or the customer experience to the responsible Project Manager, Customer Success Manager, and CX leadership.

Service Now & Project Data Management

• Maintain the accuracy and completeness of project information within Service Now and other applicable business systems.
• Partner with Project Managers and Customer Success Managers to ensure required project information is entered and kept current.
• Monitor projects for missing or incomplete information, including:
  Assigned Customer Success Manager (CSM), Oracle account number, Annual Contract Value (ACV), Total devices deployed, Current project phase, Billing type, Deployment forecasts, Load and maintain project tasks as required.
• Regularly audit project records and follow up with responsible stakeholders to resolve data gaps or inconsistencies.
• Help ensure project data provides leadership and operational teams with reliable visibility into customer activity and project status.

Issue & Project Tracking

• Monitor aging RAID items, including risks, actions, issues, and decisions, and follow up on items without documented resolution or progress.
• Track the scheduling and completion status of Quarterly Business Reviews (QBRs), Day 1 to Day 2 transitions, and project post-mortems.
• Follow up with Project Management, Customer Success, and MOC Experience teams regarding outstanding deliverables, milestones, and action items.
• Identify overdue or potentially at-risk activities and elevate concerns when appropriate.

Project Management & Resource Tracking

• Track Project Coordinator and Project Manager billable hours and resource utilization.
• Monitor project hours used against planned or allocated hours and identify potential variances.
• Prepare initial Project Management Level of Effort (LOE) estimates using the established CX estimating tool, for review by CX leadership.
• Provide accurate project and resource information to support workload planning and forecasting.

Administrative Support

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