Customer Success Coordinator
- Full-Time
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
About SADA
Values: We built our core values on themes that internally compel us to deliver our best to our partners, our customers and to each other. Ensuring a diverse and inclusive workplace where we learn from each other is core to SADA's values. We welcome people of different backgrounds, experiences, abilities, and perspectives. We are an equal opportunity employer.
- Make them rave
- Be data-driven
- Think one step ahead
- Drive purposeful impact
- Do the right thing
Work with the best: SADA has been the largest partner in North America for Google Cloud portfolio of products since 2016 and has been named the 2020, 2019, and 2018 Google Cloud Global Reseller Partner of the Year. SADA has also been awarded Best Place to Work year after year by the Business Intelligence Group, Inc. Magazine, as well as LA Business Journal!
Benefits: Unlimited PTO, Paid Parental Leave, competitive and attractive compensation, performance-based bonuses, paid holidays, rich medical, dental, vision plans, life, short and long-term disability insurance, 401K/RRSP with match, professional development reimbursement program as well as Google Certified training programs.
Business Performance: SADA has been named to the INC 5000 Fastest-Growing Private Companies list for 15 years in a row garnering Honoree status. CRN has also named SADA on the Top 500 Global Solutions Providers for the past 5 years. The overall culture continues to evolve with engineering at its core: 3200+ projects completed, 4000+ customers served, 10K+ workloads and 30M+ users migrated to the cloud.
SADA is committed to the safety of its employees and recommends that new hires receive a COVID vaccination before beginning work.
Address
SADA
Chicago, ILIndustry
Education
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