Position Summary
The Implementation Project Coordinator is responsible for leading and coordinating all project activities relating to client implementations, ensuring projects are delivered on time, within scope, and to a high standard. Acting as the primary point of contact throughout the implementation lifecycle, this client-facing role manages project plans, timelines, deliverables, stakeholder communications, project governance, and post-implementation hypercare to ensure successful outcomes for both clients and the business.
Working within a fast-paced Legal Technology environment, the Implementation Project Coordinator collaborates with clients and internal teams to deliver seamless implementations, support the successful adoption of technology solutions, and contribute to an exceptional customer experience. The role also provides backup support to the Customer Success team when required, ensuring continuity of service and fostering strong, long-term client relationships.
Key Responsibilities
Implementation Project Delivery
Manage the end-to-end delivery of client implementation projects from project initiation through to completion.
Develop, maintain and monitor implementation project plans, schedules, timelines, milestones and deliverables.
Coordinate all implementation activities across internal teams and client stakeholders to ensure successful project outcomes.
Monitor project progress and proactively manage risks, issues, dependencies and changes.
Drive accountability for project milestones and ensure deliverables are completed on time and to a high standard.
Facilitate project meetings, workshops and implementation sessions, recording actions and ensuring follow-up.
Maintain accurate project documentation, implementation records, action registers and project reporting.
Deliver post-implementation hypercare support, ensuring a smooth transition from implementation to business-as-usual operations.
Ensure project governance processes are followed throughout the implementation lifecycle.
Contribute to the continuous improvement of implementation methodologies, documentation and internal processes.
Client Success & Customer Support
Act as the primary point of contact for clients throughout the implementation and hypercare phases.
Build and maintain trusted relationships with clients and internal stakeholders.
Manage client expectations through proactive communication and regular project updates.
Coordinate client onboarding activities and support the successful adoption of the company's Legal Technology platform.
Provide responsive and professional support during the post-implementation hypercare period, resolving issues or coordinating with internal teams where required.
Work closely with the Customer Success team to ensure a seamless handover following implementation.
Provide backup support to the Customer Success team during periods of high demand or team absences, maintaining a consistently high standard of customer service.
Identify opportunities to improve client adoption, engagement and overall customer experience.
Foster an exceptional client experience through responsive, professional and solution-focused service.
Communication & Collaboration
Communicate effectively with clients and cross-functional teams throughout all stages of implementation.
Prepare project status reports, dashboards, meeting minutes and implementation updates.
Escalate project risks and issues appropriately while recommending practical solutions.
Ensure stakeholders remain informed of project progress, milestones, dependencies and upcoming activities.
Promote collaboration across teams to achieve successful implementation outcomes.
Administration & Continuous Improvement
Maintain complete, accurate and organised implementation documentation.
Monitor project metrics and contribute to reporting on implementation performance.
Identify opportunities to improve project delivery, client onboarding, hypercare processes and operational efficiency.
Support the development of project templates, workflows and best practice documentation.
Contribute to a culture of continuous improvement across the business.
Skills & Experience
Essential
Experience coordinating or managing client implementation or project delivery activities in a fast-paced environment.
Excellent written and verbal communication skills with the ability to build strong relationships with clients and stakeholders.
Exceptional organisational and time management skills.
Strong attention to detail and commitment to delivering high-quality work.
Demonstrated ability to manage multiple implementation projects and competing priorities simultaneously.
Strong customer service, customer success and client relationship management experience.
Experience supporting clients through onboarding, implementation or post-implementation support.
Highly resourceful with excellent problem-solving and critical-thinking skills.
Ability to work independently while collaborating effectively within cross-functional teams.
Strong digital literacy and confidence learning and using software applications and technology platforms.
Proficiency with Microsoft Office Suite and project management tools.
Desirable
Experience working within a software implementation or professional services environment.
Experience coordinating software implementations, client onboarding or customer delivery projects.
Experience in Customer Success, Technical Support or Client Services.
Understanding of project management methodologies.
An interest in technology, innovation and digital transformation.