Customer Success Coordinator Jobs

ABOUT THE ROLE

The Customer Success Coordinator will work closely with internal teams to support the implementation, launch, and stewardship of accounts. This role will directly contribute to client improvement, resulting in higher client retention and impactful company growth.

Consistent organization, execution, and communication set the entire team up for success and allow Customer Success Managers to focus on the growth strategy and relationship building for each account. This position provides opportunities to learn and grow in this fast-growing industry, as well as evolve into a client facing role.

As a Customer Success Coordinator, your activities and contributions will have a direct impact on the organization and its customers.

• Generate Growth Opportunities
• Generate Customer Loyalty
• Reduce Revenue Attrition
• Create Organization Ambassadorship
• Empower Customers with Secure, Reliable, and Resilient information systems

RESPONSIBILITIES:

Data

• Track leading indicators of customer health, churn, and customer adoption
• Update and consolidate information in various internal systems, including procurement of orders

Process

• Ensure proactive governance activities are completed on schedule
• Partner with CSM counterparts to align on tasks and deadlines for assigned accounts
• Coordinate and schedule meetings between customer and internal teams

Cross Functional Coordination

• Coordinate cross functional processes that help meet renewal and upsell targets which include processes to:
• Ensure clear and consistent communication channels are established between Managed IT, XDR and Cybersecurity governance teams

1. Relay customer feedback to the product management team
2. Align with support team on resolution of major cases
3. Help the Professional Services team overcome delays in implementation
4. Monitor multiple projects and report status to team and other stakeholders
5. Measure customer performance, LTV, and other sales metrics using appropriate tools and techniques
6. Perform risk management to minimize project risks
7. Maintain comprehensive process documentation

SKILLS AND QUALIFICATIONS

• Strong empathy for customers paired with a passion for driving growth
• Strong team player with creative and critical thinking capabilities
• Exceptional organizational skills and ability to balance multiple projects with competing priorities
• Excellent written and verbal communication skills
• Demonstrated desire for continuous self-improvement and learning
• 2 years previous experience in a Customer Success, Customer Coordinator, Account Management or a similar role
• Analytical and data-driven mindset

Preferred Experience:

• Previous experience in common tools including PowerPoint, SalesForce, StrikeDeck, Gainsight, Domo, PowerBI, LionGuard
• Familiarity with Microsoft solutions including Azure, M365, Intune, ASR, Teams, and SharePoint
• Working knowledge of the financial services industry specifically hedge-funds, private equity, and other alternative asset firms
• Networking technology including: Cisco, PaloAlto
• Familiarity with Server technology including: Windows, Linux, VMWare