The Customer Success Coordinator provides existing clients with exceptional support to deliver their certification programs. They support the Customer Success team with client-related support requests, problem research and resolution, and managing client requests internally with other teams. They provide clients with requested information and reports and ensure requested support services are delivered on time and with quality. This position will also play the role of onboarding specialist, supporting Customer Success Managers with onboarding new clients.

Our Values

We Own It

We Face Challenges with Optimism

We are one team

We Build Trust

We Listen and Learn From Each Other

We Help Our Customers Succeed

We Continuously Improve

We recently qualified as a Great Place to Work™

Key Responsibilities:

· Responding to clients with test taker escalations, working with the Quality Assurance team to review testing sessions and do research related to testing and security issues

· Creating and efficiently managing customer support tickets addressing queries and taking actions for clients

· Working to coordinate activities with client and internal teams to complete test instance branding and email changes within the system

· Reviewing and resolving issues related to delivery of client data files

· Supporting test center-related data management and issue resolution

· Providing support for technical issues including identifying trends and escalating to the Customer Success Managers as appropriate

· Responding to client data requests including preparing and/or reviewing custom reports

· Identifying client needs and taking proactive steps to maintain positive experiences

· Performing product tests, evaluating after-sales and support services, and facilitating improvements

· Collaborating with the Customer Success Managers and internal teams to identify ways to improve our services

· Documenting processes

· Providing support to schedule and facilitate meetings including preparing agendas and creating minutes

· Providing support for development of plans and tracking tasks to completion

Education:

· Bachelor's degree preferred. Minimum of High School Diploma/G.E.D required. 

Qualifications:

· At least 2 years of experience in a customer support or customer success role

· Experience coordinating projects with clients

· Experience in managing client-reported technical and support issues and gathering, interpreting, and managing client requests for data reports or system changes

· Technical aptitude sufficient to communicate technical issues to technology teams

· Proficiency in MS Office including Excel

· Proficiency with CRM software, especially Salesforce

· Solid knowledge of online customer engagement platforms and channels

· Exceptional interpersonal skills and a client-centered approach

· Superior organizational and time management skills and ability to manage competing priorities

· Excellent communication, collaboration, and problem-solving skills

· Certification industry experience a plus