Customer Success Coordinator

What you’ll do…

As a Customer Success Coordinator you will be responsible for managing a high-value portfolio of innovative customers within the aerospace and defense, med tech, industrials and automotive industries and completely owning the customer experience post-order.

Some of the things you’ll work on include:

• Quarterbacking and streamlining customer experiences by communicating with various cross-functional teams (Sales, Production and Supply Chain), on behalf of the customer.
• Ensure customer orders are shipped and delivered on time.
• Proactively communicate with customers via email and phone
• Assist in hosting customers onsite to ensure a white-glove experience
• Identify opportunities for customers to act as client champions (e.g. NPS, referrals , testimonials, case studies).
• Participate in quarterly business reviews with customers and assist in continuous improvement initiatives.
• Meeting / exceeding our metrics of success including: NPS, On-time delivery, customer re-orders, referrals and reduced churn.

We’re looking for someone that:

• Has an empathetic but assertive mindset when dealing with customer questions, needs and ability to triage an issue without a face-to-face interaction.
• Has a true passion for delighting customers.
• The ideal candidate is highly personable and results-oriented; you want your work to make a direct impact on the business.
• Experience working in a fast-paced environment with an attitude that embraces continuous process improvement.
• Collecting and summarizing feedback from customers to give to Sales, Production and Marketing teams to improve the customer experience.
• B.S. or at least 2 years of experience in an operations, customer success or B2B administrative function.
• Has strong PC skills and overall technically savvy.
• Proven multi-tasking abilities and time management skills.

• Unlimited Vacation – We understand the importance of disconnecting and trust you to manage your time and get your work done. We offer salaried employees an open vacation policy.
• Exceptional Benefits Package – We value healthy and happy employees. We offer a 401(k) and cover 100% of the premium for our competitive base health, dental, and vision package.
• Parental Leave – We know you need time to welcome and celebrate each new addition to your family. We offer paid parental leave to make this possible.
• Flexible Stock Options – We view options as real compensation, not a ball and chain. We allow employees who leave after two years of service to exercise their options for up to 7 years.
• Weekly Lunches and Office Snacks – We know nothing says thank you like free food. We offer a stacked snack pantry and weekly, free company-wide lunch to fuel the journey.
• San Francisco Office Location – We offer a convenient San Francisco location. Don’t live in the city? We offer commuter benefits to help.
• Commuter Benefits Package – However you get to work, we want to help! We offer all salaried and hourly employees a range of commuter benefits to compensate for their time on the road.
• Transparent and Social Culture – We work better when we’re all on the same page. We have company-wide weekly meetings to review milestones and metrics, semi-annual off sites to discuss the broader vision, and biweekly socials.

Come help us accelerate the progress of companies developing next-gen rockets, helpful drones, state of the art medical devices, and much more. We look forward to hearing from you!