Onboarding Project Coordinator
About the position
The Onboarding Project Coordinator is responsible for managing the end-to-end onboarding process for new Managed Services clients, ensuring a seamless transition from signed agreement to fully supported operational status. This role drives accountability across departments, proactively monitors progress, and ensures onboarding projects remain on schedule, within scope, and aligned with client expectations. The individual must be highly organized, solutions-oriented, and capable of applying critical thinking and logic to remove roadblocks before they impact delivery. The role requires strong cross-functional collaboration with Director of Technical Services, Onboarding Team, Customer Success, Technical Account Managers (TAMs), Service Desk, Engineering, Procurement, and Finance teams.
Responsibilities
Coordinate and manage onboarding projects from contract signature through go-live and operational handoff. Develop and maintain onboarding project plans, timelines, and task ownership. Schedule and facilitate internal kickoff meetings and client onboarding meetings. Ensure all onboarding documentation, access credentials, asset inventories, and compliance requirements are completed. Hold internal teams accountable for assigned onboarding tasks and deadlines. Monitor ticket queues daily to track onboarding-related tickets and ensure progress. Proactively follow up with assigned engineers, service desk, procurement, and other resources on task completion. Escalate delays, risks, or resource constraints to leadership when necessary. Review onboarding tickets daily for status, updates, and SLA adherence. Ensure accurate time entry, documentation, and communication within the PSA system. Identify bottlenecks or recurring issues and recommend workflow improvements. Coordinate cross-department ticket dependencies to avoid delays. Partner with Customer Success Managers and Technical Account Managers to ensure alignment with client expectations and long-term strategy. Coordinate with Service Desk, Engineering, Procurement, and Finance for implementation, orders, and billing setup prior to go-live.
Requirements
Proven experience managing end-to-end onboarding or project coordination for managed services or technical services engagements. Highly organized, solutions-oriented, and strong critical thinking and problem-solving skills. Experience coordinating across multiple internal teams (Customer Success, TAMs, Service Desk, Engineering, Procurement, Finance). Ability to develop and maintain project plans, timelines, and task ownership. Experience monitoring ticket queues, ensuring SLA adherence, and maintaining accurate documentation and time entry in PSA systems. Strong communication skills for providing status updates and coordinating cross-functional teams. Ability to identify risks early, implement mitigation plans, and escalate appropriately.
Nice-to-haves
Experience with onboarding dashboards and reporting metrics (timelines, task completion, risk indicators). Familiarity with procurement tracking (hardware/software orders) and billing setup processes. Background working with Technical Account Managers and Service Delivery teams in an MSP environment. Experience recommending process improvements to enhance onboarding efficiency and client experience.