Customer Success Coordinator - InSite Analytics
SUMMARY OF POSITION
We are seeking a highly motivated and experienced Customer Success Coordinator to join our team. As a Customer Success Coordinator, you will be responsible for building and maintaining strong relationships with our clients, ensuring their success and satisfaction with our InSite sensor technology and analytics subscription services. You will serve as the primary point of contact for our customers, providing them with guidance, support, and strategic advice to help them achieve their team goals. Focus will be on Key Accounts,specific football communities.
Position based on-site at our Corporate Headquarters Des Plaines,
ESSENTIAL DUTIES AND RESPONSIBILITIES (other duties as assigned):
• Develop and maintain strong relationships with assigned customers, serving as their trusted advisor and advocate within the company.
• Understand customers' business objectives and challenges and provide strategic guidance and recommendations to help them achieve success.
• Collaborate with internal teams, including sales, product, and support, to ensure seamless customer onboarding, implementation, and ongoing support.
• Help to keep clients engaged and regularly following daily use protocols by providing additional data highlights.
• Proactively monitor customer usage and engagement with our products and reports, identifying areas for improvement and providing recommendations for optimization.
• Deliver product demonstrations and training sessions to customers, ensuring they have a deep understanding of our products to guarantee fast time-to-value.
• Gather, organize, analyze, and share feedback year-round to our product team to ensure all decisions always consider the customer first.
• Help onboard the customers from a high-level view throughout the setup process.
• Continuously strive to exceed customer expectations and drive customer loyalty and advocacy.
To perform this job successfully, an individual must be able to satisfactorily perform each essential duty and responsibility listed above. The job requirements and physical demands listed below are representative of the required knowledge, skill, and/or ability to perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
• Bachelor’s Degree.
• Minimum (2 years) of customer success, account management, sales/business development, and customer service experience, preferably in a B2B SaaS environment.
• Excellent interpersonal and communication skills, with the ability to build rapport and establish trust with customers.
• Strong problem-solving and analytical skills, with the ability to understand complex customer requirements and provide tailored solutions.
• Experience presenting to large groups in person, as well as, via webinar.
• Demonstrated ability to manage multiple customer accounts and prioritize tasks effectively.
• Self-motivated and proactive, with a strong sense of ownership and accountability.
• Experience with CRM software and customer success tools is a plus.
• Proficiency in Microsoft Office, primarily Excel
• Willingness to travel occasionally for customer meetings and industry events.
• Strong knowledge of product development processes, manufacturing operations, and supply chain management.
• Strong analytical and problem-solving abilities, with a data-driven approach to decision-making.
• Exceptional communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams and stakeholders.
• Demonstrated leadership skills, with the ability to motivate and inspire teams to achieve goals.
• Experience presenting to large groups in person and via webinar.
• Knowledge of quality control processes and methodologies.
• Passion for sports and technology, with a deep understanding of the sporting goods industry.