Customer Success Coordinator

This is a fully remote position, open to applicants in North Carolina, +1 more state.

📋 Description

• Act as the main contact for a specified portfolio of Managed Services clients following the sale.

• Oversee the overall service relationship while promoting technology services adoption, customer retention, and lifetime value.

• Lead the complete onboarding and implementation process, including initial meetings and training sessions.

• Provide first-level escalation support and refer complex issues to the appropriate teams.

• Serve as the internal advocate for the customer, driving continuous enhancements in resilience, customer service, and satisfaction.

• Engage proactively with customers, monitor their sentiment, foster loyal relationships, and minimize churn risk.

• Coordinate internal transitions for the delivery of non-managed services.

• Assist customers in implementing best practices and realizing value.

• Track service usage trends to pinpoint at-risk clients and identify educational opportunities.

• Monitor and relay customer health status through regular communications and reporting.

• Discover expansion opportunities, promote additional services, and collaborate with Account teams on renewals.

• Deliver problem resolution support, conduct root cause analysis, and implement corrective action plans.

• Convert client feedback into actionable service enhancements utilizing Customer Success tools and ticketing systems.

• Keep customer records updated in ChurnZero, ServiceNow, Microsoft Dynamics 365, and Open Air systems.

• Generate weekly, bi-weekly, monthly, and quarterly health reports for internal stakeholders.

• Analyze customer account revenue trends and oversee revenue collection and cost management.

⛳️ Requirements

• 1-3 years of experience in a customer-facing position, ideally in an IT services or managed services setting.

• Experience in supporting services within complex and high-profile customer environments.

• Proficient in Microsoft Excel, PowerPoint, Outlook, Cisco Webex, and Microsoft Teams.

• Strong grasp of IT infrastructure and services, including networking, business communications, security, wireless, SAN, and server management.

• Excellent written, verbal, and interpersonal communication skills with both technical and executive stakeholders.

• Strong customer service, active listening, and client relationship management abilities.

• Proven analytical skills for monitoring account health, usage metrics, and reporting.

• Capacity to handle multiple priorities in a fast-paced environment.

• Capability to work both independently and collaboratively within a team setting.

• Bachelor’s degree in Business, Communications, or a related field and/or relevant professional experience.

• Previous experience with or for an IT managed services organization is preferred.

• Familiarity with Cisco Webex and Microsoft Teams for virtual meetings is preferred.

• Experience with data analytics tools such as Tableau is preferred.

• Ability to perform seated tasks with occasional standing or walking activities.

🏝️ Benefits

• 401(k) eligibility.

• Employee stock purchase program.

• Paid vacation.

• Paid sick time.

• Paid personal leave.

• Medical benefits.

• Financial benefits.

• Other benefits dependent on the position offered.

• Reasonable accommodations in compliance with applicable laws.