Customer Success Coordinator

*This is a 100% remote role in Canada*

About Us:
Zeitview is the leading intelligent aerial imaging company for high-value infrastructure, providing businesses with actionable, real-time insights to recover revenue, reduce risk and improve build quality. We serve customers in the solar, wind, insurance, construction, real estate, and critical infrastructure industries. Trusted by the largest enterprises in the world, Zeitview is active in over 70 countries. Our mission is to accelerate the global transition to renewable energy and sustainable infrastructure through advanced inspection solutions. Take a look at our latest achievements here!

About the Role:
As a Customer Success Coordinator, you will be the main point of contact for your assigned clients. You will be responsible for day-to-day client engagement, coordination, platform onboarding, and problem-solving for your clients. Where applicable, you'll also manage initiatives to refine and increase efficiency in the sales team’s processes. This position will exist within the customer success team in the sales department. This position is remote within Canada, and you'll report directly into our Head of Revenue Operations.

Responsibilities: 

• Understand clients' business needs and objectives to effectively serve their needs
• Collaborate with cross-functional teams to ensure a seamless customer experience
• Support account activities such as customer check ins, product calls and QBRs
• Facilitate non-conformities and ensure corrective actions are taken by appropriate parties
• Communicate customer needs and feedback to other internal teams through the customer listening program
• Support client onboarding and setup and facilitate ongoing customer training when needed
• Clearly communicate product updates, enhancements, and new offerings to clients
• Work closely with Sales, Marketing, and Product teams to align customer expectations and deliver a seamless experience
• Collaborate with the Technical Support team to resolve customer issues in a timely manner and provide ongoing education and guidance
• Support processes to monitor key customer success metrics (e.g., churn rate, customer satisfaction scores, NPS)

Requirements: 

• 1-2 years of experience in a Customer Success or Customer Service role dealing with medium-to-large B2B clients
• Comfortable working in a fast-paced environment with the ability to context switch between tasks effortlessly
• Required: Very proficient with spreadsheets (Google Sheets and Excel) as well as good data management practices
• Required: Experienced with database/workflow management tools such as Coda, Asana, Confluence, or Jira
• Preferred: Background working with Salesforce.com
• Able to build and maintain positive relationships with clients
• Strong communication skills, written and verbal
• Excels in critical thinking, problem-solving, sense of urgency, context switching (switch from one task to another quickly)
• Thrives in a scrappy startup environment where there may be ambiguity and imperfect processes and excited to work together to improve them

What’s Included:

• Feel great about your work as you join a leading mission-driven intelligent aerial imaging company - our goal is to accelerate the global transition to renewable energy and sustainable infrastructure, and you personally will play a large part in making this happen!
• Medical, dental and vision plans
• Unlimited PTO: We mean it when we say we prioritize work-life balance and mental health. Just be sure to share pictures of your vacation when you return!
• Work-from-home environment: flexibility for employees should be the norm for companies
• Autonomy and upward mobility
• Diverse, equitable, and inclusive culture: a place where your voice matters