Customer Success Coordinator

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Home: Welcome

Customer Success Coordinator

Detroit, Michigan

Job Type: Full time

Location: Onsite/hybrid

Now Accepting Applications

Job Description
The Customer Success Coordinator is responsible for ensuring a seamless and high-quality experience for GreenLancer customers by proactively managing partner performance, monitoring fulfillment, and responding to inquiries with urgency and professionalism. This role works closely with the Customer Success, Sales, Fulfillment Partners, and Partner Management teams to drive customer retention, satisfaction, and service improvements by supporting partner success, mitigating issues before they escalate, and ensuring projects are completed on time, to standard, and with minimal disruption to the customer.

Responsibilities
Customer Satisfaction & Retention

• Serve as the primary advocate for customers, ensuring they receive prompt, high-quality service and remain engaged with GreenLancer.
• Monitor Ordered Services to ensure on-time fulfillment, proactively addressing delays, escalations, and roadblocks.
• Track and analyze customer feedback through tools like Net Promoter Score (NPS), reviews and surveys, leveraging insights to drive service improvements and reduce attrition.
• Identify and monitor at-risk accounts, implementing proactive engagement strategies to prevent customer churn.
• Ensure that the handoff between Sales, Fulfillment Partner, and Customer Success is seamless, minimizing redundancies and improving communication flow.

Fulfillment Partner Management & Performance Optimization

• Proactively monitor Fulfillment Partner performance to mitigate potential issues before they impact customers.
• Track on-time delivery rates, responsiveness, and adherence to GreenLancer's Fulfillment Partner standards.
• Provide structured Fulfillment Partner feedback to the Partner Management team, supporting monthly performance reviews, and improvement planning.
• Maintain daily communication with Fulfillment Partners to address service issues, reinforce expectations, and optimize workflow.
• Assist in onboarding new Fulfillment Partners, supporting alignment on service expectations and how to operate efficiently within GreenLancer's ecosystem.

Issue Resolution & Process Management

• Act as the first point of contact for partner-related customer inquiries, responding promptly and professionally.
• Create and manage support tickets, tracking issues to resolution, and identifying recurring patterns to inform process improvements.
• Process Revisions, Change Orders, and Adders, ensuring smooth communication between customers, Sales, and Fulfillment Partners.
• Direct calls and inquiries to the appropriate internal stakeholders, ensuring swift and accurate responses.
• Work with the Partner Management and Sales teams to resolve issues related to design modifications, unexpected project adders, and miscommunications.

Continuous Improvement & Feedback Integration

• Analyze trends in customer and partner feedback, translating insights into actionable service enhancements.
• Improve tracking methods for Ordered Services, ensuring that fulfillment delays or potential issues are flagged early.
• Collaborate with internal teams to refine workflows and implement best practices for customer engagement and partner management.

Qualifications

• 1-3 years of experience in operations, account management, or customer service, preferably in the renewable energy, construction, or technology sectors.
• Strong ability to analyze performance data, and execute proactive engagement strategies.
• Excellent organizational and problem-solving skills, with the ability to identify and resolve operational inefficiencies.
• Strong understanding of customer satisfaction metrics and service performance tracking.
• Proficiency in GSuite, Slack, and HubSpot.
• Strong communication skills with a focus on ensuring alignment across teams.
• Strong problem-solving skills with a proactive, solutions-oriented approach.
• A positive, team-first attitude with a passion for renewable energy and customer-centric service excellence.

Benefits
At GreenLancer, we believe in taking care of our employees and providing them with a rewarding work experience. As part of our commitment to your well-being and satisfaction, we offer a comprehensive employee benefits package, including:

• Comprehensive benefits including health, dental, and vision insurance.
• Competitive base compensation & performance-based bonus structure.
• Paid time off, bereavement, sick days, and family leave.
• Cell phone allowance and/or reimbursement for car mileage car allowance.
• Work remotely from your home or our downtown office.
• Provided Laptop, monitors, Telephones (VOIP), standup desk.
• Flexible working schedule with proper coordination.

Work Authorization Requirement

Applicants must be authorized to work in the United States on a permanent basis. We are unable to offer visa sponsorship at this time.

About GreenLancer
GreenLancer is a solar energy solutions company committed to eliminating the roadblocks that slow down clean energy adoption. Founded in 2013, GreenLancer began by solving solar permitting and engineering delays and has since evolved to offer solar repairs, maintenance, upgrades, and completion services for homeowners and financial institutions.

Our team blends engineering precision with clear, approachable communication, bridging the gap between technical expertise and accessible service. We support solar contractors, EPCs, financiers, and property owners with fast, cost-effective solar permit design, PE stamping, diagnostics, retrofits, and more.

As an equal opportunity employer, GreenLancer is committed to building a diverse and inclusive workforce. We consider all qualified applicants for employment without regard to race, color, religion, gender, national origin, disability, veteran status, or any other legally protected status.

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