Project Coordinator - Customer Support/ Incident Management

iPipeline is a leading provider of cloud-based software solutions for the life insurance and financial services industry. Through our SaaS solutions, we accelerate and simplify insurance sales, compliance, operations, and support. We provide process automation and seamless integration between every participant in the life insurance industry including carriers, agents (such as financial advisors and independent insurance agents), distributors (such as banks, broker-dealers, and general agencies) and consumers. Our innovative solutions enable automated processing for pre-sales, point-of-sale execution of applications, post-sale support, reporting, consumer delivery and agency management.

iPipeline makes it easier for people to purchase investment and insurance products that secure their financial future. With headquarters in Exton, Pennsylvania, iPipeline has locations in Cheltenham and Bromley (UK), Burlington, Ontario Canada, Norwood, MA, Fort Lauderdale, FL, and Davidson, NC. Visit .

We are currently looking for a Project Coordinator to join a collaborative team in Exton, PA.

Description:

The Project Coordinator, Customer Support is responsible for the North American Customer Support & Incident Management organization's goals to deliver workflow efficiencies and drive process improvement and software fixes across multiple teams with a goal of delivering internal workforce efficiencies and end user experience improvements.

Responsibilities:

1. Facilitate regular progress checkpoint reviews and status updates for in progress initiatives, note any blockers/impediments raised and then facilitate a efforts to remove obstacles and maintain progress towards delivery goals.
2. Initiate follow up with customer support and incident teams to determine assignments and target dates for removing blockers/impediments. Own the removal of as many as possible. Track the status of all such issues until resolution.
3. Analyze the team's customer support Salesforce tickets to help identify best practices, for documenting customer support issues with an eye towards identifying patterns from data to identify future improvement initiatives.
4. Support efforts to bring high degree of visibility to improvement initiatives, including specific visibility of efficacy of efforts after completion.
5. Create project and communication plans as assigned.
6. Assist team management with creating and updating release plans.
7. Champion the iPipeline Agile Delivery process with internal teams and clients.
8. Create custom JIRA reports and dashboards for teams as needed and provide best practices to teams on JIRA usage on iPipeline and JIRA issue management.
9. Other duties as assigned.

Skills Requirements:

• At least 1 year of experience on a Professional Services or Customer Support project team.
• Excellent interpersonal, communication and coaching skills.
• Strong organizational skills.
• Strong leadership skills.
• Superior problem-solving ability.
• Self-motivated.
• Ability to keep track of multiple workstreams.
• PMP is a plus but not required.

Education: Bachelor's degree or equivalent experience.