Customer Success Coordinator

Job Title: Customer Success Coordinator
Reports To: Director of Customer Success
Location: Flexible 

Position Summary

As part of our Customer Success team, the Customer Success Coordinator (CSC) provides general support to our customers in addition to managing escalated complaints in a calm and professional manner. The CSC will deliver expeditious, high-quality, professional support with the goal of both issue resolution and client retention. The CSC is expected to objectively enforce policies, thoughtfully provide support and training, and swiftly implement solutions designed to proactively address issues to our brand and company and is responsible for developing and managing relationships with clients to promote retention and loyalty. The CSC must effectively explain solutions to our client contacts at different technical levels and work closely with engineering and management teams on continued initiatives to develop and improve Meridian’s products and services. This position is critical to Meridian IT’s success and requires high quality human interactions. The Customer Success Coordinator will act in collaboration with Customer Success team members to provide world-class customer support.

Duties and Responsibilities

• Monitor CSC case queue and promptly process, coordinate, and manage incoming service requests requiring a Business Partner to perform services;
  • Verify and determine if each request is covered under an existing contract;
  • Issue Purchase Orders for Business Partners;
  • Follow up with Business Partners and enter their time and expenses under the case;
  • Process approved Business Partner invoices for payment;
  • Maintain accurate status of open cases;
  • Research new Business Partners, as needed for case assignment;
• Identify and escalate requests requiring urgent attention;
• Follow existing process to close billable cases;
• Serve as the lead point of contact and handle problem recognition, research, resolution, and follow-up for routine client inquiries, issues, and complaints via phone or email;
• Manage all customer survey content, cadence, and reporting;
  • The CSC will work with Account Managers to ensure Customer Satisfaction Survey recipients are accurate;
• Report client feedback from all sources to management, document issues affecting the customer experience, communicate client needs and objectives clearly, and provide solutions to improve support;
• Accurately document interactions with clients;
• Escalate challenging client requests, as needed;
• Be the SME of all internal systems and processes related to supporting our clients, create training materials and host training sessions, as needed, to encourage customer portal understanding and adoption;
• Implement a seamless experience between onboarding and support by initiating a portal demo/training with clients after onboarding completion;
• Explain the Authorized Users form and maintain/update semi-annually or upon completion of new service onboarding;
• Identify policies to update or new policies to develop, identifying best practices for enforcing standards and policies to improve existing workflows and increase utilization;
• Proactively identify, report, document and escalate issues that may potentially impact clients and recommend solutions or communications;
• Assist Customer Success teammates with routine client tasks, as needed;
• Perform other duties as assigned.

Qualifications and Requirements

• 3+ years of experience in Customer Service;
• Excellent written and verbal communication skills;
• Excellent organizational and problem-solving skills;
• Effective delegation to manage and minimize risks;
• Demonstrated commitment to excellence in customer service, with the ability to de-escalate situations, as needed;
• Proficient in MS Office (Including Word, Excel, Outlook, Project, PowerPoint, & Visio);
• Familiar with core infrastructure technologies that make up a data center stack (server, database, storage, networking, etc.);
• Ability to communicate with technical and non-technical resources and break down technical concepts into business terms.
• Ability to learn new technical concepts on a theoretical or high level;
• Ability to lead meetings with internal and external stakeholders of all levels;
• Strong team player with emphasis on soft skills and relationship building;
• Effective time management with the ability to manage multiple customers simultaneously and deliver results;
• Handle multiple priorities and interruptions with minimal impact on productivity;
• Able to demonstrate a high level of independent judgment and initiative;
• Can handle confidential information in a professional manner.

Meridian Group International, Inc. provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.