Operations Coordinator

This pivotal role is on the front line of our customer experience, ensuring a high-quality, consistent, and efficient journey for our customers. The Operations Coordinator works closely with the Professional Services and Customer Success teams, serving as a primary point of contact for customers and a central hub for internal coordination.

You will be responsible for managing initial customer inquiries, handling the operational tasks and scheduling logistics of all Professional Services projects, and driving improvements to the overall customer experience. This position requires frequent interaction with numerous departments, including Sales, Contracts, Finance, Support, and Managed Services, to ensure seamless service delivery.

What You Will Do

• Customer Engagement & Communication: Serve as the first responder to all customer requests via phone and email, assessing their needs and connecting them to the correct internal resources.
• Customer Engagement & Communication: Establish and manage initial communications with customers to align on the overall schedule for all Professional Services engagements.
• Customer Engagement & Communication: Maintain frequent and consistent status reviews and follow-ups with internal and customer contacts to ensure active engagement.
• Customer Engagement & Communication: Act as the first level of escalation for customer complaints, working to find a swift resolution.
• Scheduling & Coordination: Take full ownership of scheduling requirements on assigned Professional Services engagements, setting up new projects, and assigning consultants.
• Scheduling & Coordination: Join and support customer-consultant calls.
• Scheduling & Coordination: Update and maintain the Professional Services Team Calendar to provide high-level visibility to team utilization and project lead times.
• Scheduling & Coordination: Manage and schedule frontline team coverage to ensure consistent customer support.
• Operational Excellence: Help our team deliver high-quality, efficient, and profitable services that result in high levels of customer satisfaction and retention.
• Operational Excellence: Provide timely updates for management-level reporting, including Key Performance Indicators, project backlog, and time tracking.
• Operational Excellence: Update customer accounts and portal information, and perform dashboard review and cleaning.
• Operational Excellence: Serve as a primary resource for other teams (Sales, Customer Success, Managed Services) for scheduling requirements and cross-team collaboration.
• Operational Excellence: Create and maintain documentation for new and existing processes.

Your Experience

• Possesses strong interpersonal and communication skills in English (both spoken and written).
• Minimum of 2 years of experience in a Professional Services, Customer Service, or similar operational environment, handling project coordination and customer communications.
• Maintains a positive, customer-first, and team-first attitude.
• Outstanding time-management, organizational skills, and a strong attention to detail.
• Proven ability to perform in a client-facing role in a professional manner, with experience leading project calls with customers and internal team members.
• Ability to adapt and adjust quickly to changing priorities and processes in a remote, self-directed work environment.
• A natural problem-solver who can think critically and act in the best interest of the customer and the company.
• Collaborative team worker who sees the value in working together to achieve common goals.

What Will Make You Stand Out

• Experience and a strong understanding of Salesforce, ServiceNow, and Google Suite.
• Experience providing customer service within the tech industry, particularly with open-source communities and database technologies (MySQL, MongoDB, PostgreSQL).
• Possess a certification related to operations and/or process management.

This is a full-time, remote work-from-home position. Our team provides coverage from 8 a.m. to 8 p.m. EST, and this role requires covering an 8-hour shift from 12 p.m. to 8 p.m. EST. A consistent and strong internet connection is required.

Why Percona?

At Percona, we believe an open world is a better world. Our mission is to enable everyone to innovate freely, by providing the best open source database software, support, and services. We make databases and applications run better through a unique combination of expertise and open source software built with the community for you.

Percona is proud to be a remote-only and globally dispersed workforce – we have colleagues in more than 50 countries We offer a collaborative, highly-engaged culture where your ideas are welcome and your voice is heard.

Our staff receives generous benefits including flexible work hours and various paid time off programs, all your equipment for your remote office, funds for career development (external training, certifications, conferences), ongoing connectivity allowances, and the opportunity to participate in our equity incentive plan.