Customer Success Coordinator

Customer Success Coordinator

Hato Hone St John has been serving New Zealanders and working to save lives since 1885. As well as providing Ambulance Services, our programmes and team of over 11,000 staff and volunteers are helping to build strong, resilient communities across the motu; supporting everyone in Aotearoa to live healthier, happier and longer lives.

About the role:

Reporting to the National Sales Manager, the Customer Success Coordinator plays a pivotal role in driving customer engagement and retention. This role is responsible for coordinating the onboarding process, resolving customer issues, providing ongoing support, and nurturing strong, lasting relationships.

You will:

• Serve as the primary point of contact for customer inquiries, providing prompt and effective resolution or escalation of issues.
• Prioritise and respond to customer enquiries, opportunities, and issues within our online support ticket system (CASE).
• Support Business Development Managers with managing the onboarding process for new customers, ensuring smooth transitions and timely setup.
• Provide training and educational resources to customers to maximise their use of our products and services.
• Manage key customer administration requirements such as providing reporting to clients identified as needing regular and ongoing contact and coordinating training requirements for clients as required.
• Track and manage requests from customers for private courses, ensuring that their needs are met on time and that training administrators have the required training and support.
• Proactively monitor customer health and engagement levels to identify potential churn risks and opportunities for growth.

As the primary point of contact, the Customer Success Coordinator proactively addresses customer needs, builds and maintains trust, and works collaboratively across teams to ensure a seamless and positive customer experience.

About you:

What you'll bring:

• Experience in customer service, account management, and/or customer success, with a strong focus on building positive relationships and delivering exceptional customer experiences.
• Confident communication, both written and verbal.
• A proactive approach to problem-solving and a keen eye for insights drawn from customer data.
• Confidence using CRM tools (ideally Salesforce) and are highly organised, managing competing priorities and deadlines with ease.
• Adaptability and resilience, you thrive in fast-paced environments and are motivated by supporting customers to succeed.
• Analytical skills, including the ability to interpret customer data and metrics to drive insights.

At Hato Hone St John, we embrace diversity, welcoming everyone to bring their authentic selves to work. We value unique perspectives, fostering inclusivity to better serve our communities, and we're committed to creating a workplace where everyone belongs.

If you need accommodations for accessibility, please reach out to the recruiter listed for equitable participation in our recruitment process.

Research shows that women and people from under-represented groups are less likely to apply for roles when their experience doesn't match the job description perfectly. If you're excited and think you have what it takes, we want to hear from you! Even if your experience doesn't align 100%. Please apply or contact the recruitment advisor listed on the advertisement for a kōrero.