Customer Success Coordinator

Customer Success Coordinator at Keycafe

Role Overview:  

As a Customer Success Coordinator at Keycafe, your mission is to ensure the smooth operation and coordination of all customer success activities. By collaborating with various departments and understanding our clients' needs, you'll be the backbone ensuring that our customers are set up for success and derive maximum value from our offerings. 

Key Responsibilities:

• Coordination Excellence: Efficiently schedule and coordinate onboarding sessions, customer reviews, and other client engagement activities.
• Support the CSM Team: Aid Customer Success Managers in handling client accounts, ensuring that all processes are streamlined and efficient.
• Engage with Customers: Assist with customer inquiries, ensuring they are directed to the appropriate channels for resolution.
• Feedback Loop: Collect and categorize customer feedback, ensuring it's relayed to the right internal teams for action.
• Process Management: Work towards standardizing and improving customer success processes, templates, and tools.
• Collaborate Cross-Functionally: Liaise with Sales, Marketing, Support, and Operations teams to ensure alignment of customer initiatives.
• Data Analysis: Keep a pulse on customer health metrics and alert the team to potential risks or opportunities.
• Knowledge Sharing: Maintain up-to-date resources and documentation to aid in customer onboarding and success.

Required Expertise:

• Fluent in English language for business.
• Strong organizational skills with an attention to detail.
• Excellent communication abilities for engaging with both internal teams and external clients.
• A proactive approach, anticipating needs and taking initiative.
• Familiarity with Keycafe's product offerings would be an advantage.
• Ability to juggle multiple tasks, ensuring that all are completed in a timely manner.

Role Specifics:

• Key Performance Indicators (KPIs): Reviews, onboarding success, plan upgrades, customer retention, referrals and monthly activity. 
• Compensation Structure: Combination of base salary with potential bonuses based on performance and meeting KPI targets.
• Career Progression: Outstanding performance in this role can set the stage for advancement into other roles.
• Working Hours: Flexibility may be required, given our global clientele, to occasionally cater to different time zones.

About Keycafe:

Keycafe is a leading B2B SaaS key management provider operating the groundbreaking MS5 SmartBox system across 40 industries worldwide. Our system helps organizations like Ford, Toyota, and leading hotel chains to minimize key loss, maximize efficiency, and secure their assets. Join a team with a 4.8-star rating and make a significant contribution to the industry!