Customer Success Coordinator

Job description

Customer Success Coordinator

About Structurely:

Structurely is a fast-paced software company based in Ames, Iowa that solves real estate agent's issues of not being able to follow up with their leads. Structurely has created a cutting edge Artificial Intelligence Inside Sales Agent that will follow up with agents online leads via text message. 


What you’ll be doing:

  • Own overall relationship with users, which include: increasing adoption, ensuring retention, and satisfaction

  • Host 1:1 onboarding and support calls with users to educate them about the product by focusing on their business needs

  • Assisting users by troubleshooting technical problems and escalating to the engineering team as needed

  • Monitor accounts and proactively work with them to prevent churn

  • Help users via live chat, email and real-time discussions using research, debugging, tools, processes, detailed error reporting, and documentation 

  • Analyze and report on user data 

  • Be responsible for the data hygiene across CRMs

  • Improve customer success processes and resources (create support materials and help customers discover support resources before users ask for help)

  • Dive into our analytics systems and identify experiments on how to improve user activation and retention

Requirements

What you’ll bring:

  • Prior experience in a customer-facing/customer service role, ideally in a technical capacity

  • Excel proficiency (vlookups, if statements, pivot tables etc.)

  • Prior experience in a SaaS company

  • Strong organizational and analytical skills. Attention to detail is a must

  • You have excellent written communication skills. You can break down complex topics into easy-to-follow guidance while being friendly and professional

  • Able to master new software and systems effortlessly and quickly

  • You are patient and enjoy solving problems. If you get stuck in doing something that you haven’t done so far, you will find the answer to your question

  • You are comfortable with rolling up your sleeves and getting things done

  • Adept at managing multiple tasks simultaneously, and excellent self-management skills

  • Customer-oriented individual; has the ability to adapt and respond to different kinds of characters

  • You’re always on the lookout for ways to make things better for customers and you’re willing to advocate for those changes

Experience with the following is a plus:

  • Zapier

  • Trello

  • Hubspot

  • Intercom

Why is this great for me?

  • As the main support and success champion at Structurely, our customers will be thrilled by the help you provide

  • Opportunity to get involved in building and scaling a digital product 

  • Your role and responsibility will be growing as our company grows

  • Hard-working and motivated co-workers

  • An open-minded working culture where we encourage sharing opinions and feedback