Customer Success Coordinator

Company Overview:
Smartaira is a leading national independent internet service provider specializing in smarter internet and entertainment solutions for property owners and managers. Our mission is to deliver smarter internet solutions, simplify the customer experience, and increase property valuations.

At Smartaira, we work diligently to create a culture of service where we believe everyone is a customer and deserves respect, courtesy, and prompt responses. Our philosophy is to treat all our associates, clients, and communities with the same sense of customer service that we live by every day.

Role Summary:
We are seeking a dedicated and detail-oriented Customer Success Coordinator to support our Customer Success team and contribute to delivering exceptional client experiences. As a Coordinator, you will play a key role in executing project plans, managing client interactions, and ensuring smooth operational workflows. This position requires strong organizational skills, a collaborative mindset, and a proactive approach to customer service.

Extensive travel is required will travel 60% - 80% of the time. Position is fully remote, but candidate must be located in Florida.

Duties & Responsibilities

Client/Customer Support

• Serve as the primary point of contact for assigned clients, ensuring strong and lasting relationships through proactive customer engagement techniques such as regular check-ins, tailored communication plans, and the use of CRM tools to track and enhance interactions.
• Address client inquiries and concerns promptly to maintain satisfaction and build trust.

Project Coordination

• Assist in creating and managing detailed project plans and timelines under the guidance of the Customer Success Manager.
• Lead on-site launch events and facilitate virtual and in-person resident engagement activities.
• Act as a liaison between clients, vendors, and internal teams to ensure seamless project execution.

Continuous Improvement

• Collect and report client feedback using Voice of Customer (VoC) methodologies such as surveys, interviews, and data analytics to identify areas for service enhancement and inform strategic decisions.
• Contribute to the refinement of processes for improved efficiency and effectiveness.

Collaboration

• Work closely with the Customer Success Manager to prepare materials for client account reviews and strategy discussions.
• Collaborate with cross-functional teams, including sales, engineering, and operations, to ensure timely and successful solution delivery. The coordinator will act as a bridge between departments, facilitating clear communication and ensuring alignment with client goals.

Additional Responsibilities

• Contribute to developing and implementing project budgets by monitoring costs, identifying budget efficiencies, and ensuring alignment with financial goals.
• Support the preparation of reports detailing project progress and outcomes.
• Other directives as required.

Skills & Abilities

• Strong customer service acumen with the ability to build rapport and trust with clients.
• Proficient in utilizing customer engagement frameworks such as Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT).
• Exceptional interpersonal and communication skills, with a proven ability to adapt messaging for various stakeholders.
• Strong organizational and multitasking abilities with excellent follow-through, including proficiency in prioritizing competing demands and managing multiple projects.
• Proficient in Microsoft Office Suite, customer relationship management (CRM) tools, and project management software.
• Effective written and verbal communication skills.
• Analytical problem-solving capabilities, with the ability to leverage data insights to drive process improvements and customer satisfaction.
• Flexibility to work outside regular business hours, including weekends, when necessary.
• Ability to travel extensively to support client engagements and project launches.

Education & Experience

• Bachelor’s degree in Business Administration, Communications, or a related field (preferred).
• Minimum of 3 years of experience in a client-facing role, preferably in customer success or project management. Familiarity with customer engagement ticketing systems, such as FreshDesk, is preferred.
• Experience in property management or telecommunications is a plus.

Benefits

· 401K

· PTO & Holidays

· Medical, Dental, Vision, Medical FSA