Customer Success Coordinator

Customer Success Coordinator

As a Customer Success Coordinator supporting our Account Executives and Calibration Lab, you will be a key contributor to our sales team's success. You will collaborate closely with Account Executives and the lab to drive revenue growth by managing customer relationships, ensuring customer satisfaction, and facilitating the sales process.

Key Responsibilities:

1. Customer Relationship Management:

• Build and maintain strong, long-lasting relationships with customers.
• Assist in the onboarding process, ensuring a smooth transition for customers.
• Work with Account Executives to educate customers on product/service features and benefits.
• Assist Account Executives in managing customer accounts, ensuring their needs are met.
• Serve as a point of contact for customers, addressing inquiries and issues promptly.
• Gather customer feedback and relay it to relevant teams for product improvements.
• Advocate for customer needs within the organization.
• Proactively reach out to customers to ensure their needs are met and expectations are exceeded.
• Assist in troubleshooting and resolving customer concerns effectively.

2. Sales Support:

• Provide customer insights and feedback to help shape sales strategies.
• Generate quotes, SWOs, and other sales administrative duties in the sales process.
• Assist with pricing on quotes and internal T&M pricing lists.
• Initial point of contact for customers and managing incoming customer contact.

3. Data Analysis:

• Analyze customer data and feedback to identify trends and opportunities to enhance customer success and sales efforts.
• Provide data-driven insights to the sales team.

4. Training and Education:

• Internal: Develop and deliver training materials and resources to help with customer success training.
• External: Support ongoing customer education initiatives. Coordinate external training classes.

5. Additional projects/duties as assigned by manager or director.

Qualifications:

• Bachelor's degree in a related field or equivalent work experience.
• Proven experience in customer success, account management, or a related role.
• Strong communication and interpersonal skills.
• Analytical mindset with problem-solving abilities.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in CRM software and relevant sales tools.
• Customer-centric mindset with a dedication to delivering outstanding customer experiences.
• Leadership skills or the ability to collaborate effectively within a team.
• Strong knowledge of the test and measurement industry.

Competencies:

• Problem Solving:
• Identifies and resolves problems in a timely manner.
• Gathers and analyzes information skillfully.
• Develops alternative solutions.
• Works well in group problem solving situations.
• Uses reason even when dealing with emotional topics.
• Technical Skills:
• Assess own strengths and weaknesses.
• Pursues training and development opportunities.
• Strives to continuously build knowledge and skills.
• Shares expertise with others.
• Teamwork:
• Balances team and individual responsibilities.
• Exhibits objectivity and openness to others' views.
• Welcomes feedback.
• Contributes to building a positive team spirit.
• Puts success of team above own interests.
• Able to build morale and group commitments to goals and objectives.
• Supports everyone's efforts to succeed.
• Quality Management:
• Demonstrates accuracy and thoroughness.
• Precision is essential in this role.
• Adaptability:
• Adapts to changes in the work environment.
• Manages competing demands.
• Changes approach or method to best fit the situation.
• Able to deal with frequent change, delays, or unexpected events.
• Core Values:
• Maintain a good demonstration of company core values.