Customer Success Coordinator

4 weeks ago

Indianapolis, United States Scale Computing Full time

The Customer Success Coordinator (CSC) is a customer- and partner-facing role focused on the overall onboarding experience of the Scale Computing Platform system, which supports our customers' needs. The CSC is a cross-functional position within the Support and Services team, collaborating with numerous internal departments, including Operations, Sales, Business Systems, and Quality Engineering, to deliver a high-level implementation experience with our customers and partners.

We believe in best-ever experiences from the inside out - so this means we’re looking for an approachable, friendly candidate who will love their co-workers as much as we love them.

Great candidates will look like this:

  • Enjoy troubleshooting and problem-solving analytically
  • A team player who can work well within the team and collaborate cross-functionally, especially in a remote environment
  • An excellent communicator who is efficient and effective with customers and colleagues via web conferences, email, and in-person
  • Understands the use of a CRM for business processes
  • A motivated self-starter who thrives on prioritization and follow-through
  • Passionately creative in mindset and has the ability to adapt quickly to evolving business needs

Responsibilities:

  • Organize and maintain the Services Queue on a daily, weekly, monthly, and quarterly outlined schedule.
  • Responsible for maintaining and facilitating customer-facing communication regarding new system implementation, customer feedback reporting, and customer onboarding experience development.
  • Communicate all service customer escalations to applicable internal team members in order to resolve issues.
  • Helps coordinate and organize workflow for the team in regard to Services, communicating any updates to the daily process performed by the Technical Engineers.
  • Partners with the Operations team regularly to ensure all onboarding experiences are clearly communicated between the departments, potential issues are communicated, and the Services Queue is up-to-date with Opportunity and Fulfillment information.
  • Participates, tracks, and executes Service and Support Projects as needed.
  • Work with internal groups (Support and Services, Operations, Sales, Business Systems, Quality Engineering, and others) to communicate all Service escalations to applicable internal teams in order to resolve issues and escalations.
  • Coordinates with customers to schedule Services, communicate all onboarding expectations, and update current portal information as needed.
  • Conduct periodic project calls to run through basic onboarding expectations, shipment communication, Service flow, scheduling, and any other knowledge transfer of the implementation process.
  • Follow up with technical engineers consistently regarding cases and assist in balancing the services' caseload.

Requirements:

  • 3-5 years of Customer Service experience, Bachelor's degree or equivalent work experience
  • Strong Microsoft Office skills
  • Positive attitude and growth mindset
  • Takes initiative and delivers results with minimal supervision
  • Strong analytical skills & attention to detail
  • Ability to manage and prioritize projects and ticketing systems with a Team and external Customers
  • Ability to clearly & concisely communicate in the English language, written and verbal, with excellent grammar and with users in different roles and with varying skill sets

Other useful skills/experience

  • Experience with a CRM
  • Experience with Salesforce

This is a full-time, permanent position and may be remote or based out of our downtown Indianapolis HQ.

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