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For Companies At a Glance
- Tasks: You'll manage renewals, coordinate events, and optimize customer engagement processes.
- Company: Join Kinsmen Group, a leader in enhancing customer success through innovative solutions.
- Benefits: Enjoy a collaborative work environment with opportunities for professional growth and development.
- Why this job: Make a real impact on customer satisfaction and retention while working with diverse teams.
- Qualifications: Bachelor’s degree and 2+ years in customer success or sales operations required.
- Other info: This role offers a chance to develop your skills in a fast-paced, supportive setting.
The predicted salary is between 36000 - 60000 £ per year.
The Customer Success Coordinator will play a vital role in enhancing our customer success function by developing and implementing processes, tools, and systems to streamline customer engagement, grow our customer accounts and ensure successful renewals.
This position will support the Customer Success team by managing data, renewals, customer events, improving workflows and optimizing technology to help ensure client satisfaction, successful product adoption, high renewal rates, and engagement through events and communications. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Duties & Responsibilities:
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.
• Renewal Management and Forecasting
o Oversee the renewal process by tracking and managing timelines, gathering necessary account
information, and proactively identifying at-risk accounts.
o Assist Customer Success Managers (CSMs) in preparing for renewal conversations by providing data insights and strategy recommendations.
o Assist Finance Manager in the production and distribution of renewal quotes and invoices.
• Event Planning and Execution
o Coordinate and support customer and prospect events such as in-person events, webinars, user groups, and training sessions. Handle logistics, registration, and post-events
• Customer Communications
o Assist in planning and creating customer newsletters, announcements, and updates to keep clients
informed and engaged with Kinsmen Group’s solutions and upcoming events.
• Data Management and Reporting
o Maintain and analyze customer data to generate insights, including customer health scores, churn
risk, renewal rates, and engagement metrics. Build and maintain dashboards for real-time visibility
on account statuses, especially focusing on renewal timelines and probability.
• Process Optimization
o Develop, document, and refine processes to increase team efficiency, such as customer onboarding,
check-ins, renewal tracking, and account health monitoring.
• Technology Administration
o Act as the primary administrator for Customer Success platforms, such as Gainsight, Salesforce, or
similar tools, ensuring effective data integration and alignment with sales and support teams.
• Customer Journey Mapping
o Support mapping customer journeys to help identify critical touchpoints and areas for improvement
in engagement, satisfaction, and renewal likelihood.
• Collaboration
o Work closely with Sales, Support, Services, Marketing and Product teams to ensure data alignment
and seamless customer transitions between departments, especially for accounts nearing renewal.
• Customer Feedback Loop
o Gather, analyze, and distribute customer feedback to inform of improvements, identify support
needs, and anticipate client expectations.
• Sales & Marketing Administration
o Support Sales & Marketing department as needed with administrative activities
• Partner Management
o Support the development of the Partner Management Program
Metrics for Success
Success in this role will be evaluated based on key performance indicators (KPIs), including:
• Renewal Rates: Achieving or exceeding targeted renewal rates and reducing churn.
• Customer Satisfaction Scores: Maintaining high satisfaction scores as measured by post-engagement surveys
and feedback.
• Event Engagement: Ensuring strong attendance, participation, and follow-up engagement from customer events.
• Process Efficiency: Demonstrating improved efficiency in Customer Success workflows, reflected in reduced time for onboarding, check-ins, and data handling.
• Data Accuracy and Insights: Ensuring reliable data reporting and actionable insights to support decision-
making for Customer Success Managers and other teams.
Experience and Education Requirements:
• Bachelor’s degree in Business, Operations, Marketing, Information Systems, or a related field.
• 2+ years of experience in customer success operations, sales operations, or a similar role, preferably in an enterprise software environment.
• Proficiency in Customer Success software (e.g., Gainsight, ChurnZero), CRM systems (e.g., Salesforce), and marketing communication tools.
• Experience in event planning and customer communication campaigns.
• Strong analytical and problem-solving skills, with a keen eye for identifying trends and areas for improvement.
• Excellent communication and collaboration skills to work effectively across teams.
Customer Success Coordinator employer: Kinsmen Group
Contact Detail:
Kinsmen Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Coordinator
✨Tip Number 1
Familiarize yourself with customer success software like Gainsight and CRM systems such as Salesforce. Being well-versed in these tools will not only help you stand out but also demonstrate your readiness to hit the ground running.
✨Tip Number 2
Showcase your event planning skills by discussing any relevant experiences you've had in coordinating customer events or webinars. Highlighting your ability to manage logistics and engage customers will resonate well with our team.
✨Tip Number 3
Prepare to discuss how you've used data to drive decisions in previous roles. Being able to analyze customer health scores and churn risks is crucial, so come ready with examples of how you've leveraged data for customer success.
✨Tip Number 4
Emphasize your collaboration skills by sharing instances where you've worked cross-functionally with sales, marketing, or support teams. This role requires seamless transitions between departments, so showing your teamwork abilities will be key.
We think you need these skills to ace Customer Success Coordinator
Some tips for your application 🫡
Tailor Your CV: Make sure to customize your CV to highlight relevant experience in customer success operations, event planning, and data management. Use keywords from the job description to align your skills with the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your understanding of the role. Mention specific experiences where you improved customer engagement or managed successful events.
Highlight Relevant Skills: Emphasize your proficiency in Customer Success software and CRM systems like Salesforce. Provide examples of how you've used these tools to enhance customer satisfaction and streamline processes.
Showcase Analytical Abilities: Include examples of how you've analyzed customer data to generate insights or improve workflows. This will demonstrate your analytical skills and your ability to contribute to the team's success.
How to prepare for a job interview at Kinsmen Group
✨Show Your Analytical Skills
Be prepared to discuss your experience with data management and reporting. Highlight specific examples where you've analyzed customer data to generate insights or improve processes, as this role heavily relies on data-driven decision-making.
✨Demonstrate Event Planning Experience
Since the position involves coordinating customer events, share your past experiences in event planning. Discuss how you managed logistics, registration, and post-event follow-ups to ensure successful engagement.
✨Highlight Collaboration Abilities
This role requires working closely with various teams. Be ready to provide examples of how you've successfully collaborated with sales, support, or marketing teams in previous roles to enhance customer satisfaction and streamline processes.
✨Prepare for Renewal Management Questions
Understand the renewal process and be ready to discuss strategies for managing at-risk accounts. Share any relevant experiences where you helped improve renewal rates or customer retention through proactive communication and data insights.
