Customer Success Coordinator

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Job description

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.

We provide

• 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!

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