Salesforce Solution Architect
Litify
SFDC
Job Level
Junior
Tech Stack
SFDCSwitching
About the role
- As a Customer Success Coordinator, you will be the main point of contact for your assigned clients. You will be responsible for day-to-day client engagement, coordination, platform onboarding, and problem-solving for your clients.
- Manage initiatives to refine and increase efficiency in the sales team’s processes where applicable.
- Understand clients' business needs and objectives to effectively serve their needs
- Collaborate with cross-functional teams to ensure a seamless customer experience
- Support account activities such as customer check ins, product calls and QBRs
- Facilitate non-conformities and ensure corrective actions are taken by appropriate parties
- Communicate customer needs and feedback to other internal teams through the customer listening program
- Support client onboarding and setup and facilitate ongoing customer training when needed
- Clearly communicate product updates, enhancements, and new offerings to clients
- Work closely with Sales, Marketing, and Product teams to align customer expectations and deliver a seamless experience
- Collaborate with the Technical Support team to resolve customer issues in a timely manner and provide ongoing education and guidance
- Support processes to monitor key customer success metrics (e.g., churn rate, customer satisfaction scores, NPS)
Requirements
- 1-2 years of experience in a Customer Success or Customer Service role dealing with medium-to-large B2B clients
- Comfortable working in a fast-paced environment with the ability to context switch between tasks effortlessly
- Very proficient with spreadsheets (Google Sheets and Excel) as well as good data management practices
- Experienced with database/workflow management tools such as Coda, Asana, Confluence, or Jira
- Preferred: Background working with Salesforce.com
- Able to build and maintain positive relationships with clients
- Strong communication skills, written and verbal
- Excels in critical thinking, problem-solving, sense of urgency, context switching
- Thrives in a scrappy startup environment where there may be ambiguity and imperfect processes and excited to work together to improve them
