Customer Success Coordinator

Join SADA as a Customer Success Coordinator!

Your Mission 

As a Customer Success Coordinator at SADA, you are someone with great organizational and account management skills. You will work alongside our Customer Success team in our Google Practice. The Customer Success Coordinator will collaborate with Customer Success Managers to increase productivity, support SADA accounts to promote retention and loyalty, and own the renewal process for our SMB customers.

Responsibilities:

• Manage a portfolio of SADA's small to medium sized clients (<$6k, Govt, Edu) including:
• Renew customer year over year
• Manage the renewal process with customers and other stakeholders (SalesOps, Partners, Google etc.)
• Identify upsell/cross-sell opportunities and work with sales to transfer knowledge and provide support
• Drive Google Workspace adoption and usage
• Onsite travel with Google counterparts
• Establish and maintain account strategies for key accounts
• Deliver product updates, roadmaps, and other deliverables relating to Google Workspace product adoption and awareness
• Contribute to the development and execution of SADA's CSM 2020 Initiatives

Pathway to Success 

#MakeThemRave

• Be prepared
• Attention to detail

#BeDataDriven

• Maintain a high standard of accuracy and product knowledge

#ThinkOneStepAhead

• Anticipate issues and next steps before being brought up
• Create a plan and stick to it
• Understand how each piece fits into the bigger picture
• Have a contingency plan

#DrivePurposefulImpact

• Stay on top of the latest in our field; communicate ideas to the team and to clients
• Know and use your resources/escalation paths
• Create new best practices

#DoTheRightThing

• Maintain time and expenses diligently
• Be aware of and respect the expectations of the team (working hours, scheduled meetings, response time, etc.) to earn trust
• Report any client complaints or concerns as soon as they arise

Your success starts by positively impacting the direction of a fast-growing practice with vision and passion. You will be measured bi-yearly by the breadth, magnitude, and quality of your contributions, your ability to estimate accurately, how well you collaborate with your peers, and the consultative polish you bring to customer interactions.  

Expectations

Required Travel - 10% travel to customer sites, conferences, and other related events. Due to the COVID-19 pandemic, travel has been temporarily restricted.

Customer Facing - You will interact with customers on a regular basis, sometimes daily, other times weekly/bi-weekly. Common touchpoints occur when qualifying potential opportunities, at project kickoff, throughout the engagement as progress is communicated, and at project close. You can expect to interact with a range of customer stakeholders, including engineers, technical project managers, and executives.

Training - Ongoing with first-week orientation at HQ followed by a 90-day onboarding schedule. Details of the timeline can be shared. Due to the COVID-19 pandemic, all onboarding will be temporarily conducted remotely.

Job Requirements

Required Qualifications: 

• Strong writing and presentation skills
• High EQ and ability to engage with many different personality types
• Strong organizational and follow through skills
• Mentoring / public speaking experience

Useful Qualifications:

• Less than 3 years working experience
• Prior CSM or client services experience ideally within a SaaS technology firm