Customer Success Coordinator
Our customers need your help
Join our team as a Customer Success Coordinator, driving SaaS growth with your expertise. Engage clients, coordinate meetings, and provide exceptional support. This person will play a fundamental role in achieving our ambitious customer acquisition and revenue growth objectives. You must be a quick thinker and problem solver with great communication skills who can help potential customers throughout the customer lifecycle.
Job brief
We are seeking an experienced individual with a background in SaaS onboarding and/or product-led growth to join our team as a Customer Success Coordinator. This role involves managing support tickets, engaging with customers during their trial period, and coordinating meetings for our team responsible for demonstrations and training. The ideal candidate will possess strong problem-solving skills, critical thinking ability, and a consultative approach to customer interactions.
Responsibilities
- Outreach to customers who have previously shown interest in the software by registering for a free trial, visiting our booth at a tradeshow, or other qualifying factors.
- Answer customer questions about features and how the software works
- Educate clients on the setup, use, and ongoing administration of software
- Schedule meetings between customers and the designated team members responsible for conducting software demonstrations and training
- Actively participate in demo and training meetings to take detailed notes and manage the action items list in a follow-up email
- Use excellent written and verbal communication skills to answer questions and explain process workflows to prospects.
- Respond to ongoing support requests from clients
Requirements
- 5+ years experience as part of a SaaS product support team
- Prior exposure to the construction/contractor industry is a plus
- Proven technology account coordinator or other consultative relevant experience
- Ability to connect with strangers
- Honest with a desire to "do-right-by" the customers
- Critical thinking and problem-solving skills
- Self-motivated and comfortable with technology
- Excellent verbal and written communication skills
- Ability to multi-task, prioritize, and manage time effectively