Customer Success Coordinator

ppReports to: /ppAs identified in the Organization Chart /ppReports to the Head of Customer Success Management. /ph3Authority Level /h3pAuthority level applies as defined in the HR Process and applicable delegation framework. /ph3Management System /h3pEnsure awareness of, and adherence to, applicable policies, procedures, controls, and requirements within the Management System. Support agreed risk and opportunity assessment activities where relevant, and escal... identified risks, opportunities, deviations, or compliance gaps to the appropriate manager or process owner. /ph3Job Purpose /h3pThe Customer Success Coordinator is responsible for supporting the Customer Success Management function through structured coordination of customer-related administration, operational follow-up, reporting activities, and internal stakeholder alignment. /ppThe role supports Customer Success Managers and the wider matrix organization in maintaining accurate customer information, timely follow-up, effective service coordination, and a consistent customer experience. The Customer Success Coordinator contributes to day-to-day execution and customer support, while strategic customer relationship ownership remains with the responsible Customer Success Manager. /ph3Tasks /h3h3Customer Success Support /h3ulliSupport routine service assurance activities for designated customer accounts as directed by the responsible Customer Success Manager. /liliCoordinate customer success-related queries, actions, and follow-ups with relevant internal stakeholders. /liliSupport the preparation, coordination, and documentation of customer audits and related customer-facing activities. /li /ulh3Customer Relationship Performance Support /h3ulliSupport Customer Success Managers with renewals, commercial administration, Lead-to-Cash coordination, NetSuite updates, and ServiceNow follow-up. /liliPrepare and coordinate materials for monthly or quarterly customer review meetings, as required. /liliSupport customer satisfaction and pulse survey activities, including data collection, documentation, and follow-up actions. /liliMonitor selected customer metrics, alerts, and operational inputs, escalating anomalies to the responsible Customer Success Manager. /liliSupport tracking, documentation, and follow-up of service-level agreements (SLAs), including escalation of potential deviations to the responsible Customer Success Manager. /li /ulh3Delivery Coordination /h3ulliCoordinate with the matrix organization to support timely execution of operational tasks, reports, and agreed service commitments. /liliCoordinate internal stakeholders to support resolution of incidents, service queries, and operational issues impacting customer experience. /liliCollect, organize, and share customer and operational insights that may support identification of service improvement opportunities or added-value services. /liliSupport onboarding, handover, and coordination activities for designated customer accounts in alignment with the responsible Customer Success Manager. /li /ulh3Corporate Strategy Execution Support /h3ulliContribute to continuous improvement initiatives by providing relevant data, insights, and administrative coordination. /liliSupport process documentation and operational enhancements to improve consistency, efficiency, and governance. /li /ulh3Internal Collaboration Knowledge Sharing /h3ulliProvide relevant internal stakeholders with accurate and up-to-date information regarding customer expectations, operational status, agreed actions, and follow-up items. /liliMaintain customer-related documentation, customer history, internal records, and knowledge repositories in accordance with agreed processes. /liliPrepare internal reports, management information, and status updates as assigned. /li /ulh3Job practicalities / /h3h3Skills and qualifications: /h3ulliProfessional customer-facing communication skills, with the ability to build credibility and interact effectively with customers and internal stakeholders. /liliService-oriented mindset with the ability to support long-term, mutually beneficial customer relationships. /liliAbility to prioritize and manage multiple tasks in a structured, reliable, and proactive manner. /liliSelf-motivated and disciplined, with the ability to plan, organize, execute, and follow through on assigned activities. /liliStrong written and verbal communication skills, with the ability to collaborate effectively in a team and matrix organization. /liliCompetent IT skills, including Microsoft Office, CRM systems, customer databases, reporting tools, NetSuite, and ServiceNow. Experience from customer support, coordination, operations, or administrative functions is an advantage. /liliUnderstanding of customer success practices, service delivery coordination, account support, and operational follow-up processes. /liliFluent in business English. Additional local language skills and cultural awareness are considered an advantage. /li /ul /p #J-18808-Ljbffr