About Aktion
Aktion Associates, Inc. is a national ERP software Reseller in the top 20 of the VAR 100 reseller market, as well as voted top workplace in 2023. We have a high-growth technical environment with a workforce of over 200 professionals. We have a (3) year growth initiative to build our total workforce to 300. The workforce is highly skilled and consists of application consultants, software engineers, and networking engineers located throughout the U.S.
Customer Success Coordinator
We are seeking a Customer Success Coordinator who will be responsible for building and maintaining strong, long-term relationships with post-Go Live customers, driving customer satisfaction, retention, and expansion. This role serves as the primary point of contact for customers, advocating for their needs internally and collaborating with various teams to ensure successful product adoption and satisfaction.
Roles and Responsibilities:
1. Customer Retention:
- Support Customer Licensing & Support Agreement renewals and ensure completion through payment received.
- Identify at-risk customers and take proactive steps to mitigate churn through intervention strategies and outreach.
- Continuously improve customer retention and satisfaction.
2. Relationship Management (Post-Go Live Customers Only):
- Introduce strategic internal leaders to enhance customer engagement and organize periodic business reviews.
- Encourage leadership, including the Executive Leadership Team (ELT), to spend proactive time with customers.
- Develop and maintain strong, long-term relationships with key customer stakeholders.
- Serve as the primary contact for customers, addressing needs and concerns promptly.
- Collaborate semiannually with new and stratified customers (senior level based on size) to ensure their success and satisfaction.
4. Problem Solving & Support:
- Serve as an escalation point for customer issues, troubleshooting problems, and providing effective solutions.
- Ensure timely support and follow-up to resolve issues to customer satisfaction.
- Collaborate with the support team on technical issues, product updates, and system changes.
- Introduce successful corporate-driven programs and initiatives.
Metrics & Reporting:
- Monitor and report on key metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), churn rate, and product adoption to the divisional leadership.
- Provide regular updates to the executive team on customer success initiatives and outcomes.
- Implement NPS checks:
- Pre-Go Live (90-day check).
- Post-Go Live (Quarterly NPS checks with remediation efforts as needed).
- Legacy M&S (Semi-Annual readiness check-ins for Next Gen Readiness).
6. Upsell & Cross-Sell Opportunities (Expansion):
- Identify relevant industry advancements and opportunities for upselling and cross-selling.
- Collaborate with sales and marketing teams to drive renewals, upgrades, and additional sales.
Education, Experience and Skills:
- Proven ability to build strong customer relationships and drive satisfaction.
- Excellent communication and interpersonal skills.
- Strong problem-solving abilities with a solution-oriented mindset.
- Ability to work independently and collaboratively within a team.
- Experience with customer success software is a plus.
- Knowledge of the industry and products/services offered is a plus.
- Experience with Sage, Acumatica, Infor, or Deltek is required.
- 2 to 3+ years of experience in customer success, account management, or a related field.
Remote work. Travel is based on business needs
This position offers a competitive salary, quarterly bonus, with the potential for performance-based year-end bonus. Aktion Associates offers a comprehensive benefits plan including an employer matching 401k plan.
Aktion Associates is an Equal Opportunity Employer.
