Client Onboarding & Project Coordinator
Provident Security | Vancouver, BC | Full-time, in-office
The Short Version
When a new client says yes to Provident, you're the person who guides their experience from that point until their system is installed, every detail is confirmed, and they're handed off to our 24/7 customer service team. You won't do it alone. You'll work every day with our technicians, our Customer Service team, and our Finance team. Your job is to keep installation projects running smoothly, keep clients informed, and make sure every new account gets set up properly. If you like coordinating people and schedules, and you get real satisfaction from a project finishing well, this is your role.
Why This Role Matters
Provident is Vancouver's only full-service security company. Since 1996, we've served some of the most high-profile homes and clients in Canada, and we've built that reputation on discretion, quality, and follow-through. Our clients choose us because of what happens after the sale.
Sales closes the deal. A whole team delivers on it. You're the coordinator in the middle: the right technician at the right home at the right time, the client always knowing what to expect, and nothing falling through the cracks between "yes" and "live."
What You'll Do
Guide new clients through onboarding. You're the first point of contact after the sales handoff. You set expectations, keep clients updated as their installation progresses, and make a multi-step process feel easy from their side.
Coordinate installation and project scheduling. You plan and manage the schedule for our installation projects, coordinating our technicians along with partners and subtrades when a project calls for them. You own the big-picture schedule. Our Customer Service team handles day-to-day service visit booking, and you work closely with them to keep the overall calendar balanced.
Keep projects on track. Working with our Senior Technician, you track installations against their hour estimates, spot scheduling conflicts early, and adjust plans as projects evolve. When something changes, you make sure everyone affected hears about it.
Work with Finance. You confirm with our Controller when jobs are complete and ready to bill, and help keep project hours and status information accurate.
Confirm every account launches right. Before a new account goes to our 24/7 customer service team, you make sure the checklist is actually complete: documentation done, monitoring active, client happy.
You'll also have input on the tools and processes we use to schedule and coordinate. We're actively improving them and want this person at the table.
Who You'll Work With
- Technicians and our Senior Technician. Your daily partners on project requirements, progress, and scheduling.
- Customer Service team. Our 24/7 team. They handle service visit scheduling and urgent client calls, work with you to keep service visits and installations from colliding, and take over each new account at handoff.
- Field Service team. Our response team, handling alarm response, battery changes, and some emergency service. You keep the schedule mindful of their coverage.
- Finance (Controller). Your partner on job completion, billing readiness, and project tracking.
- Sales. They bring clients in and brief you on each new project.
Who You Are
- 3+ years in project coordination, scheduling, onboarding, or operations. Experience in trades, construction, security, or AV/integration is a plus.
- Organized and forward-thinking. You keep a clean schedule and spot conflicts before they happen.
- A clear, friendly communicator. Warm with clients, direct and helpful with technicians and trades.
- Detail-oriented. You confirm rather than assume.
- Comfortable working with project hours, estimates, and basic reporting.
- Experienced with CRM systems (HubSpot preferred) and Google Workspace.
- Calm when plans change, because in field work they do.
What a Day Looks Like
Morning huddle with the technical team to review the day's installations. Work through your dashboard: our platform and HubSpot surface what needs attention, so checking progress on active projects and adjusting next week's schedule takes minutes, not a morning of phone tag. Call a new client to walk them through what happens next, and confirm site access with their builder. Coordinate a plumber for the monitored water flow system going into a project next week. Touch base with the Customer Service team so service bookings don't collide with a project start. Two completed jobs get flagged to the Controller for billing, mostly automated, you just confirm. Run the pre-handoff checklist on a finished account and brief the customer service team taking it over. The software handles the mechanics so your attention stays where it matters: the client's experience.
What We Offer
- Full-time, in-office position (Monday to Friday, 8:00 AM to 4:30 PM)
- Extended health and dental benefits
- Professional development opportunities and real input into how we improve our tools and processes
- A respectful, well-organized team that takes pride in doing things right
How to Apply
Submit your resume with a cover letter telling us about a project or client experience you helped coordinate that you're proud of. Applications without a cover letter will not be considered.
