[Remote] Customer Success Coordinator

Note: The job is a remote job and is open to candidates in USA. Harbor Compliance is a pioneering leader in the compliance industry, recognized for its innovative solutions. As a Customer Success Coordinator, you will ensure client satisfaction and retention by providing proactive support and effective solutions for significant and complex clients.

Responsibilities

• Deliver exceptionally responsive service by ensuring customer inquiries and comments receive a response within 8 hours
• Drive swift issue resolution by ensuring customer tickets are fully resolved within a 16-hour timeframe
• Maintain a high standard of customer excellence, consistently achieving a satisfaction rating of 90% or higher on post-interaction surveys
• Proactively identify and generate monthly expansion opportunities to support account growth and increased solution adoption
• Contribute to organizational knowledge and process predictability by producing or updating at least one high-quality process document or training resource each month
• Cultivate customer advocacy and social proof by securing three or more positive customer reviews per quarter
• Execute routine account hygiene and administrative tasks with high precision to ensure seamless internal operations and data integrity
• Serve as a reliable partner for large and complex accounts, providing the authoritative guidance and subject mastery needed to navigate their specific requirements

Skills

• 1–3 years of experience in a customer-facing role such as customer success, account management, or a related service position
• Proven track record of meeting and exceeding performance targets, specifically related to response times and service level agreements
• Professional communication skills characterized by the correct use of syntax, grammar, and an articulate, confident tone in all interactions
• Exceptional written communication abilities, with experience producing organized, clear, and error-free documentation and correspondence
• High level of computer literacy, including proficiency with CRM systems, word processing, video conferencing, and online research
• Experience demonstrating software functionality to users and successfully driving the adoption of new digital tools or features
• Strong analytical and problem-solving skills with the ability to navigate complex issues and resolve conflicts with professionalism
• Direct experience working with entity management, licensing, tax, or records management solutions
• Background in a high-growth B2B environment, demonstrating the ability to adapt and excel in a fast-paced setting
• Familiarity with the Revenue Bowtie framework, specifically focusing on the stages of customer usage and growth
• Advanced proficiency in HubSpot or similar CRM platforms to manage customer relationships and sales pipelines

Benefits

• Health benefits
• Flexible paid time off
• Parental leave
• Fertility and adoption assistance
• 401(k)
• Educational reimbursement

Company Overview