Customer Success Coordinator

The Onboarding and Customer Success Coordinator ensures seamless account setup and onboarding for new customers while enhancing ongoing client relationships through operational support, reporting, and sales assistance. This role is central to providing a smooth customer experience and proactive client engagement.

Key Responsibilities:

Account Setup and Customer Onboarding

• Manage the end-to-end onboarding process for new customers, with a focus on the Elevate UC voice-over IP phone system.
• Oversee number porting, including:
• Collecting necessary documents (e.g., phone bills and requested numbers).
• Opening and managing porting cases with Server Data.
• Monitoring porting cases daily and communicating scheduled porting timelines to customers and internal teams.
• Ensure all account setups are completed accurately and efficiently to align with customer requirements.

Reporting for Customer Success

• Prepare and deliver client-facing reports (monthly, quarterly, biannual) from various systems, including performance metrics, system health, and service updates.
• Organize reports into designated folders for account representatives to present during client meetings.
• Respond to customer inquiries regarding reports, ensuring clarity and actionable insights.

Sales Support

• Assist with the preparation of sales quotes and contracts for clients.
• Collaborate with the sales team to ensure accurate and timely delivery of client documentation.

Knowledge Base and Documentation

• Review and update shared documentation, such as standard operating procedures (SOPs) and the knowledge base.
• Create or take the first draft of knowledge base articles, ensuring accuracy and usability for both clients and internal teams.

Customer Feedback and Insights

• Monitor and review client feedback (CSAT scores, ticket reviews) to identify improvement opportunities.
• Compile insights from feedback into actionable recommendations for the team and leadership.

Operational Support

• Coordinate with internal teams to address operational bottlenecks and ensure smooth service delivery.
• Assist with customer retention strategies by identifying at-risk accounts and suggesting proactive engagement tactics.
• Handle ad hoc projects as assigned by leadership.

Qualifications:

• Exceptional organizational skills and attention to detail.
• Proficiency with CRM systems, workflow tools, and reporting software.
• Strong written and verbal communication abilities.
• Ability to analyze data and present insights effectively.
• Experience in account setup, onboarding, customer success, or operational roles, particularly in IT or technology services, is preferred.

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