Customer Success Coordinator

Job Description

The Customer Success Coordinator is responsible for ensuring a seamless and high-quality experience for GreenLancer customers by proactively managing partner performance, monitoring fulfillment, and responding to inquiries with urgency and professionalism. This role works closely with the Customer Success, Sales, Fulfillment Partners, and Partner Management teams to drive customer retention, satisfaction, and service improvements by supporting partner success, mitigating issues before they escalate, and ensuring projects are completed on time, to standard, and with minimal disruption to the customer.

Responsibilities

Customer Satisfaction & Retention

• Serve as the primary advocate for customers, ensuring they receive prompt, high-quality service and remain engaged with GreenLancer.
• Monitor Ordered Services to ensure on-time fulfillment, proactively addressing delays, escalations, and roadblocks.
• Track and analyze customer feedback through tools like Net Promoter Score (NPS), reviews and surveys, leveraging insights to drive service improvements and reduce attrition.
• Identify and monitor at-risk accounts, implementing proactive engagement strategies to prevent customer churn.
• Ensure that the handoff between Sales, Fulfillment Partner, and Customer Success is seamless, minimizing redundancies and improving communication flow.

Fulfillment Partner Management & Performance Optimization

• Proactively monitor Fulfillment Partner performance to mitigate potential issues before they impact customers.
• Track on-time delivery rates, responsiveness, and adherence to GreenLancer's Fulfillment Partner standards.
• Provide structured Fulfillment Partner feedback to the Partner Management team, supporting monthly performance reviews, and improvement planning.
• Maintain daily communication with Fulfillment Partners to address service issues, reinforce expectations, and optimize workflow.
• Assist in onboarding new Fulfillment Partners, supporting alignment on service expectations and how to operate efficiently within GreenLancer's ecosystem.

Issue Resolution & Process Management

• Act as the first point of contact for partner-related customer inquiries, responding promptly and professionally.
• Create and manage support tickets, tracking issues to resolution, and identifying recurring patterns to inform process improvements.
• Process Revisions, Change Orders, and Adders, ensuring smooth communication between customers, Sales, and Fulfillment Partners.
• Direct calls and inquiries to the appropriate internal stakeholders, ensuring swift and accurate responses.
• Work with the Partner Management and Sales teams to resolve issues related to design modifications, unexpected project adders, and miscommunications.

Continuous Improvement & Feedback Integration

• Analyze trends in customer and partner feedback, translating insights into actionable service enhancements.
• Improve tracking methods for Ordered Services, ensuring that fulfillment delays or potential issues are flagged early.
• Collaborate with internal teams to refine workflows and implement best practices for customer engagement and partner management.

Qualifications

• 1-3 years of experience in operations, account management, or customer service, preferably in the renewable energy, construction, or technology sectors.
• Strong ability to analyze performance data, and execute proactive engagement strategies.
• Excellent organizational and problem-solving skills, with the ability to identify and resolve operational inefficiencies.
• Strong understanding of customer satisfaction metrics and service performance tracking.
• Proficiency in GSuite, Slack, and HubSpot.
• Strong communication skills with a focus on ensuring alignment across teams.
• Strong problem-solving skills with a proactive, solutions-oriented approach.
• A positive, team-first attitude with a passion for renewable energy and customer-centric service excellence.

Benefits

• Flexible Paid Time Off: Take the time you need for vacation, illness, bereavement or family time to support work-life balance
• Flexible & Hybrid Work Options: We encourage in-office collaboration at our modern downtown space, but also support hybrid arrangements and flexible scheduling, based on your role and coordinated with your team.
• Comprehensive Health Coverage: Includes medical, dental, and vision insurance to support your overall well-being.
• Performance-Driven Rewards: In addition to base salary, nearly all teams participate in bonus programs that recognize and reward strong performance.
• Top-tier Equipment: We provide a laptop and other role-specific tools to help you work comfortably and efficiently.

Work Authorization Requirement

Applicants must be authorized to work in the United States on a permanent basis. We are unable to offer visa sponsorship at this time.