The Onboarding Coordinator will manage customer implementations by tracking milestones, coordinating across teams, and ensuring clear communication. They are responsible for maintaining project visibility, resolving blockers, and improving onboarding processes through documentation and reporting.
Onboarding Coordinator
Department: Support
Employment Type: Full Time
Location: Philippines
Description
The project says “in progress.” You’d like to know which part, who’s doing it, and why the last update is from three Tuesdays ago.
Portnox is hiring an Onboarding Coordinator to keep customer implementations organized, visible, and moving. You’ll work with customers, Onboarding Engineers, Technical Account Managers, Sales, and Support to turn commitments into completed actions.
Your work will give customers clearer expectations, engineers more time to deliver, and leadership a reliable view of where help is needed.
Key Responsibilities
Handoff readiness: Review incoming handoffs for missing contacts, scope, prerequisites, and commitments. Resolve gaps and coordinate with the team lead to confirm ownership and kickoff readiness.
Scheduling and preparation: Arrange kickoffs and working sessions across teams and time zones. Confirm attendees, purpose, and what people need to prepare.
Project tracking: Maintain current milestones, owners, target dates, blockers, and next actions. Turn meeting notes into clear assignments.
Customer follow-up: Get specific updates on outstanding work, confirm revised dates, and escalate when a decision or additional help is needed.
Paused onboarding: Maintain customer contact, record why work is paused, identify restart conditions, and set the next review date. Surface missing technical ownership to the team lead.
Weekly reporting: Report new and completed engagements, active and paused projects, aging work, blockers, ownership gaps, and workload by engineer or TAM. Verify conflicting information and flag capacity concerns.
Completion and transition: Coordinate completion reviews and document outstanding actions, required records, and receiving owners for approval.
Process improvement: Improve checklists, templates, reporting, and reminders when you spot recurring gaps.
Skills, Knowledge, and Expertise
Relevant experience: Experience coordinating customer projects, implementations, service delivery, or customer operations.
Initiative and follow-through: Notice what needs attention and act without a daily task list. “I sent an email” describes an action. Be able to explain what happened next, whether that was an answer, a new date, or an escalation.
Customer communication: Write clearly and confidently ask customers and colleagues for commitments, clarification, and updates.
Organization and judgment: Use a dependable system to manage multiple engagements and competing deadlines. Know what you can resolve, what needs escalation, and what deserves attention first.
Reporting accuracy: Work comfortably with spreadsheets and project records. Check data, investigate stale updates, and explain what changed.
Independent learning: Learn our tools, onboarding process, and product vocabulary through documentation and focused questions. Build enough technical context to recognize dependencies and route issues to the right engineer.
Helpful experience: Jira, Salesforce, Confluence, or similar tools; experience in software or IT services. Engineers own technical design and troubleshooting; you own keeping the work coordinated and the right people involved.
Why Join Us
Opportunity to make a significant impact on the operations of the company.
Collaborative and dynamic work environment with opportunities for professional growth and development.
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