Customer Success Coordinator Robotics

Tennant Company•Eden Prairie, MN

About The Position

The Customer Success Coordinator is a member of Tennant Company’s TNCR Customer Success team, supporting onboarding, adoption, utilization, and ongoing engagement across a portfolio of small and mid-sized customer accounts. The role helps customers realize value from robotics solutions through proactive communication, utilization monitoring, administrative support, and coordination of customer success activities. The Coordinator works with Customer Success Specialists, Sales, Deployment, Field Operations, Service, Distribution, and Product teams to provide a consistent customer experience and support retention objectives. The position supports customers across North America, EMEA, APAC, and LATAM, with approximately half of interactions focused on North America and half on global accounts. Customer engagement is primarily remote, using phone, email, and video conference. The role also supports customer success operations, account tracking, customer communications, reporting, and data quality.

Requirements

At least 2 years of experience in customer service, customer success, sales support, account coordination, operations, or another customer-facing role.
Bachelor’s degree preferred, or an equivalent combination of education and experience.
Proficiency with Microsoft Office applications, particularly Excel, PowerPoint, and Teams.
Ability to work with reports, dashboards, and business data to support customer engagement activities.
Demonstrated ability to provide professional customer support and build positive customer relationships.
Strong commitment to responsive, customer-centric service.
Strong organizational, time management, and prioritization skills.
Excellent written and verbal communication skills.
Detail-oriented, with strong follow-through capabilities.
Ability to work independently and collaborate effectively within a global team environment.
Strong problem-solving skills and willingness to learn new technologies and processes.

Nice To Haves

Experience working with technology solutions, robotics, automation, SaaS, IoT, retail, or logistics customers.
Experience using CRM platforms and customer management systems.

Responsibilities

Conduct proactive customer outreach to support onboarding, adoption, and utilization of robotics solutions.
Help customers use available resources, best practices, and training materials to maximize solution value.
Support customer engagement campaigns intended to increase utilization, satisfaction, and retention, including specified account renewal outreach.
Maintain regular customer communication to identify questions, concerns, and opportunities for support.
Review account usage trends, build customer rapport, and identify expansion opportunities for Sales partners.
Support onboarding activities and customers’ transition to operational use.
Monitor customer utilization and adoption metrics to identify trends, opportunities, and potential risks.
Escalate adoption barriers, customer concerns, and utilization challenges to Customer Success Specialists or Sales personnel as appropriate.
Partner with Deployment and Customer Success teams on customer adoption initiatives.
Review customer usage reports and telemetry data to identify basic trends and variances.
Help prepare customer-facing reports, presentations, and business review materials.
Maintain customer health metrics and account tracking processes; monitor customer activity and flag anomalies for investigation.
Coordinate with Sales, Deployment, Field Operations, Service, Distribution, and Product teams to support customer needs.
Route customer requests to appropriate internal resources, track action items, and follow through on commitments.
Support Customer Success Specialists with customer meetings, business reviews, and follow-up activities.
Maintain accurate customer records in CRM and other business systems.
Document customer interactions, activities, utilization trends, and action plans.
Support reporting, dashboard maintenance, data quality initiatives, customer communications, program administration, and Customer Success operational processes.