Description
Overview
As a Customer Success Coordinator (CSC), you will serve as the primary point of contact for a designated portfolio of Managed Services clients post-sale. You will be responsible for the overall service relationship and essential for driving technology services adoption, ensuring customer retention, and maximizing the lifetime value of customers by guiding them through onboarding, customer satisfaction and helping them achieve their business goals throughout the contract term. The CSC actively translates client feedback into service improvements while surfacing opportunities for expansion.
Your Impact
The essential functions of this position include:
- Onboarding & Implementation: Responsible for the end-to-end onboarding engagement process for new customers, hosting kick-off meetings, conducting educational sessions, and ensuring a seamless, rapid transition to a fully operational, high-value state.
- Support & Advocacy: Serves as the first-line escalation support for issues, escalating complex problems to the appropriate teams, and acting as the voice of the customer internally. Manage continuous improvement, focusing on improving resilience, customer service, and customer satisfaction objectives.
- Proactive Relationship Management: Takes ownership of the end-to-end customer experience for managed services, acting as the primary point of contact. The services managed by the CSC are mainly reactive in nature, but the CSC will maintain regular, proactive engagement to monitor sentiment, ensure high satisfaction, and build loyal relationships, reducing churn risk. Facilitate the internal handoff process for delivery of non-managed services.
- Adoption & Value Realization: Guides customers in adopting best practices to drive engagement and value realization. Monitor service usage trends to identify at-risk clients and educational opportunities. Health status is monitored and communicated via routine communications and reporting.
- Expansion and Growth: Identifies and surfaces opportunities for expansion within assigned accounts by understanding their evolving technology roadmap, promoting additional services, and partnering with Account team for renewals.
- Problem Resolution and Process Optimization: Provide expert problem resolution support for difficult customer issues, including root cause analysis and driving corrective action plans. Translates client feedback into actionable service improvements, utilizing Customer Success tools and ticketing systems to document and enhance the customer journey.
- Reporting & CRM Management: Maintains accurate customer records in the Customer Success system (e.g., ChurnZero) and Ticketing system (e.g., ServiceNow), while providing updates to those who maintain the CRM system (e.g., Microsoft Dynamics 365) and the Project Management system (e.g., Open Air.) Prepare weekly/bi-weekly/monthly/quarterly health reports for internal stakeholders. Analyze customer account revenue trends and manage revenue collection and cost.
- Team Culture: We believe in building a strong and supportive team culture that is founded on the principles of collaboration, empathy, and open communication. As a member of our team, you can expect to work in an environment that:
- Encourages emotional intelligence, resilience, and effective communication
- Values diversity, inclusivity, and compassion
- Supports your growth and development as a professional
Qualifications
Basic Qualifications:
- 1-3 years of experience in a customer-facing role (Customer Success, Client Services, Account Management, or Technical Support), preferably within an IT services or managed services environment
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Experience supporting services in complex and high-profile customer environments
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Proficiency with Microsoft Excel, PowerPoint, Outlook, Cisco Webex, and Microsoft Teams
- Strong understanding of IT infrastructure and services, including networking, business communications, security, wireless, SAN, and server management.
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Exceptional written, verbal, and interpersonal communication skills with the ability to build relationships with technical and executive stakeholders
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Strong customer service, active listening, and client relationship management skills
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Demonstrated analytical skills with the ability to monitor account health, usage metrics, and reporting
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Results-oriented with high emotional intelligence and the ability to manage multiple priorities in a dynamic environment
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Ability to work independently and collaboratively within a team environment
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Bachelor's degree in Business, Communications or related field and/or relevant professional experience
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