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Customer Solutions Coordinator

3 months ago

Seattle, United States Knowledge Anywhere Full time
Job DescriptionJob DescriptionSalary: $65-75k

Company Overview: 

 

Knowledge Anywhere, a division of IEH, is a long-term partner to leading corporations in learning management, course creation, and training optimization. Since 1998, we’ve developed performance-based learning solutions that make knowledge transfer more flexible, effective, and engaging for organizations of all sizes. We pride ourselves on building strong relationships with our clients, from global corporations like Ford and Siemens to small businesses. We value every customer and are committed to rewarding hard work and exceptional ideas. 

 

Job Description: 

 

We are seeking a versatile and customer-focused Customer Solutions Coordinator to join our team. This role will be approximately 60% focused on Customer Success and 40% on Project Management. The ideal candidate will excel in building and maintaining strong client relationships while managing small to medium-scale projects, ensuring high customer satisfaction and project success. 

 

Key Responsibilities: 

 

Customer Success (~60%) 

  • Provide world-class customer support, resolving queries via phone, email, chat, or help desk software (HubSpot). 
  • Develop and maintain strong client relationships, ensuring customer needs are met and expectations managed. 
  • Guide customers through product features and functionalities, offering solutions to enhance their experience. 
  • Collect and share customer feedback with internal teams (Product, Sales, Marketing). 
  • Participate in the creation and maintenance of public help desk documentation and internal support statistics. 
  • Conduct customer onboarding and training sessions. 
  • Master the product through ongoing training and self-guided learning, becoming a product expert. 
  • Lead the release process for product updates, including scheduling and customer notifications. 

 

Project Coordination (~40%) 

  • Manage small to medium-scale content development projects, coordinating with the Knowledge Anywhere development team and clients. 
  • Direct project scope, schedule, and budget, ensuring projects are delivered on time and within budget. 
  • Facilitate effective communication between clients and the development team, ensuring clear project specifications and requirements. 
  • Prepare and deliver weekly project status reports to clients. 
  • Monitor and manage project budgets, identifying and communicating risks and opportunities. 
  • Play an integral role in ensuring the quality and responsiveness of our products. 

 

Ideal Candidate Will: 

  • Demonstrate creative and innovative thinking in both customer support and project management tasks. 
  • Exhibit strong verbal and written communication skills. 
  • Have excellent organizational skills and the ability to multitask effectively. 
  • Be proactive in communication and follow-up, ensuring all client issues are resolved satisfactorily. 
  • Collaborate effectively within the Customer Success team and across other departments. 
  • Have a natural aptitude for and understanding of technology & software. 

 

Requirements: 

  • 2-4 years of experience in a customer-facing role, ideally within a SaaS company. 
  • 2-4 years of experience as a Project Coordinator, preferably in web-based software development. 
  • Proficient in Microsoft Office and familiar with help desk software (HubSpot preferred). 
  • Excellent problem-solving skills and an ability to manage multiple priorities. 
  • Bachelor’s degree preferred; relevant experience may substitute for formal education. 
  • Must reside in the Puget Sound area and be able to work from our Seattle office (Laurelhurst neighborhood). 

 

Nice to Have: 

  • Experience with Agile development methodologies. 
  • Familiarity with the corporate learning industry. 
  • Basic knowledge of web application development. 

 

Benefits and Perks: 

We are a great northwest-based company with true work/life balance, and interesting client-facing projects. Founded in 1998, we are an established yet nimble company, and offer an outstanding benefits package which includes: 

  • Competitive compensation and benefits package, including medical, dental, and vision insurance. 
  • 401(k) with matching, paid holidays, and paid time off. 
  • Free parking, casual dress code, snacks and beverages, “summer Fridays,” and team-building events. 
  • Opportunities for career growth and development within the company. 

 

Why Knowledge Anywhere? 

  • Make a real impact in a small, dynamic company. 
  • Work on projects that make a difference for world-class corporations and their employees. 
  • Be part of a team that lives its values and embraces diversity. 

 

Equal Opportunity Employer: 

Knowledge Anywhere is committed to providing an inclusive and diverse work environment. We welcome and encourage applications from all qualified individuals, regardless of race, gender, disability, sexual orientation, or background.