Customer Success Coordinator

Job Summary
As a Customer Success Coordinator supporting our Account Executives and Calibration Lab, you will be a key contributor to the sales team's overall success. This role involves working closely with Account Executives and internal teams to drive revenue growth by managing customer relationships, ensuring high levels of customer satisfaction, and supporting the sales process from initial contact to post-sale follow-up.

Benefits and Compensation:

• Php 30,000 to Php 40,000 
• Permanent Work From Home
• Paid Time Off  
• Monthly Performance Bonus 
• Annual Bonus 
• Health Allowance 

KEY RESPONSIBILITIES:

1. Customer Relationship Management

• Build and maintain strong, long-lasting relationships with customers.

• Assist in onboarding new customers, ensuring a smooth and professional transition.

• Collaborate with Account Executives to educate customers on product and service offerings.

• Support Account Executives in managing customer accounts, ensuring ongoing satisfaction.

• Act as a primary point of contact for customer inquiries and issue resolution.

• Gather and communicate customer feedback to relevant internal teams.

• Serve as a customer advocate to ensure their needs are represented internally.

• Conduct proactive outreach to ensure customer needs are being met.

• Support troubleshooting and effective resolution of customer concerns.

2. Sales Support

• Provide actionable customer insights to help shape sales strategies.

• Generate quotes, Service Work Orders (SWOs), and other required sales documentation.

• Assist in pricing for quotes and help maintain internal T&M pricing lists.

• Serve as the first point of contact for incoming customer communication.

• Make outbound cold calls to generate new leads and grow the customer base.

• Follow up on outstanding tasks to ensure timely completion and resolution.

3. Data Analysis

• Analyze customer data and feedback to uncover trends and opportunities.

• Provide data-driven insights to the sales team to support decision-making and performance improvement.

4. Training and Education

• Internal: Develop and deliver training resources to support internal customer success programs.

• External: Coordinate external training classes and support customer education initiatives.

5. Customer Issue Triage

• Prioritize and escalate customer issues based on urgency and impact.

• Collaborate with internal departments to ensure timely issue resolution.

• Maintain detailed records of customer interactions and resolutions.

6. Additional duties as assigned

• Participate in special projects and other tasks as assigned by the manager or director.

QUALIFICATIONS:

• Bachelor’s degree in a related field or equivalent work experience.

• Experience in customer success, account management, or a similar role.

• Strong communication and interpersonal skills.

• Analytical thinker with effective problem-solving skills.

• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.

• Proficiency in CRM systems and other sales-related tools.

• Customer-first mindset with a commitment to excellent service.

• Ability to lead or collaborate effectively in a team setting.

• Knowledge of the test and measurement industry is a plus.

COMPETENCIES:

Problem Solving

• Identifies and resolves issues efficiently.

• Gathers and interprets data to make informed decisions.

• Generates innovative solutions.

• Demonstrates emotional intelligence during conflict or customer concerns.

Technical Skills

• Proactively builds expertise and knowledge.

• Pursues professional development.

• Shares knowledge with peers.

Teamwork

• Collaborates well with others to achieve shared goals.

• Accepts feedback with professionalism.

• Prioritizes team success and morale.

Quality Management

• Demonstrates strong attention to detail and precision in work.

• Maintains high standards of accuracy and thoroughness.

Adaptability

• Adjusts quickly to changes in work priorities and environment.

• Handles interruptions and shifting demands with ease.

Core Values

• Exemplifies and promotes the company’s core values in day-to-day work.