Customer Success and Onboarding Coordinator

XTRACT ONE • Toronto, ON

19d • $30 - $30 • Onsite

About The Position

The Customer Success Coordinator is a high-visibility, entry-level role responsible for bridging a "closed deal" and a "happy, active customer" by owning the critical initial "Success" phase. This role serves as the primary customer contact for setup and training while simultaneously acting as the internal "air traffic controller," monitoring all necessary manufacturing and technical schedules for a successful launch.

Requirements

• Post secondary education required
• 0–2 years of experience, indicating you are Entry-Level and eager for a role with high visibility and clear impact.
• Must be a People Person who enjoys teaching others and building customer relationships.
• Must be Detail-Obsessed and capable of moving project tasks from "In Progress" to "Complete".
• Must be Logistically Minded and able to visualize how manufacturing timelines affect engineering schedules and customer expectations.
• Must be Tech-Fluent and able to explain technical concepts to non-technical users with ease.

Responsibilities

• Act as the primary point of contact for new customers from Day 1.
• Lead customers through their initial setup planning, training, and adoption milestones.
• Proactively check in with users post installation to ensure they are using the platform and hitting their goals.
• Be the conduit between the customer and Xtract One to ensure resolution is achieved when issues arise.
• Track the production and shipping of gateways to ensure the hardware is moving.
• Coordinate with the Technical Director to ensure Field Service Engineers (FSEs) are scheduled for installation in sync with hardware delivery.
• Coordinate with the Support lead to resolve any technical "hiccups" during the first 60 days of the customer’s journey.
• Maintain the Deployment Tracker so the VP of CX has a real-time view of every account.
• Identify bottlenecks (e.g., hardware delays or scheduling conflicts) and bring them to the VP with clear data so a decision can be made.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed