Customer Success Coordinator

Description

Customer Success Coordinator

The Customer Success Coordinator (CSC) is a customer- and partner-facing role responsible for delivering a seamless onboarding and implementation experience for the Scale Computing Platform. As the primary point of contact throughout the onboarding journey, the CSC coordinates professional services, manages project scheduling, communicates implementation milestones, and ensures customers have the resources they need for a successful deployment. As a cross-functional member of the Support and Services organization, the CSC partners closely with Operations, Sales, Professional Services, Support, Business Systems, and other internal teams to keep projects moving forward and deliver an exceptional customer experience.

At Scale Computing, we believe exceptional customer experiences start with exceptional teamwork. We're looking for someone who is collaborative, proactive, customer-focused, and passionate about building strong relationships with our customers and the teammates they work alongside every day.

Great candidates will look like this: 

• Problem-Solver: You love troubleshooting and analytical problem-solving.
• Collaborator: You thrive in a hybrid, cross-functional team environment.
• Expert Communicator: You excel at clear, effective communication across all channels: email, web conferences, and in-person.
• CRM Savvy: You understand how to leverage CRM tools for seamless business processes.
• Self-Starter: You are motivated, organized, and prioritize tasks with ease.
• Adaptable & Creative: You think creatively and pivot quickly to meet evolving business needs.

Responsibilities:

• Case Management: Manage daily caseload tasks and workflow; coordinate with customers to schedule services and keep internal portal information updated; monitor technical engineers' case progress to help balance the overall services workload
• Customer Onboarding: Facilitate customer communication regarding new system implementations, set expectations, and conduct introductory project calls to review shipment details and service flows.
• Cross-Functional Partnership: Partner with Operations, Sales, and Support to align onboarding schedules with opportunity and fulfillment data. Route and communicate service escalations to relevant internal teams for quick resolution.
• Project Management: Participate in, track, and execute internal Service and Support projects as needed.

Requirements

• 3-5 years of customer service or coordinator experience. Equivalent practical experience will be taken into consideration. 
• Exceptional written and verbal English communication skills, with the ability to convey technical concepts to users of varying skill sets.
• Strong Google Office skills; hands-on experience with CRM tools (Salesforce experience is a major plus).
• Proven ability to organize, prioritize, and manage tasks in a fast-paced environment.
• A proactive self-starter who thrives in a hybrid cross-functional team environment.