Customer Success Coordinator

Cemen Tech•Indianola, IA

3d•Onsite

About The Position

Drive customer success and satisfaction through comprehensive training, proactive support, and effective problem resolution for our Software Offerings. Serve as the primary advocate for customer needs by gathering feedback, documenting processes, and translating customer requirements into actionable insights for the Director and Development team. Act as a business analyst to ensure customer voices directly influence product improvements and development priorities.

Requirements

High School Diploma/GED
Exceptional communication and interpersonal skills with ability to explain technical concepts to non-technical users
Strong customer service orientation with empathy and patience
Training experience and demonstrated ability to help others learn new software systems
Excellent problem-solving skills and ability to think critically about customer needs
Detail-oriented with strong organizational and documentation skills
Ability to translate customer feedback into clear, actionable requirements for technical teams
Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)
Comfortable learning new software tools quickly
Self-starter who can identify priorities, take initiative, and drive work forward independently

Nice To Haves

Bachelor's degree in Business, Information Technology, Communications, or related field
Previous experience in customer success, customer support, or technical training role
Experience with project management or business analysis
Familiarity with the concrete dispatching/scheduling industry
Bilingual is a plus
Experience with any of the following tools (or similar): Jira (project management) Ai Tools (ChatGPT, Replit, Claude) Teams (collaboration) SharePoint (documentation) Visio (process mapping) Penpot, Krita, Inkscape (design tools) MongoDB (database concepts) Data analysis tools
Experience working with any programming language or technical documentation
Understanding of software development lifecycle and agile methodologies

Responsibilities

Conduct comprehensive training sessions with new and existing customers, primarily conducted remotely with occasional on-site visits
Provide ongoing proactive customer support, troubleshooting and resolving issues efficiently and escalating complex technical problems to the development team when necessary
Monitor customer health metrics and proactively reach out to customers who may need additional support
Create and maintain training aids, user guides, video tutorials, and system documentation reflecting new features and best practices
Maintain a knowledge base of common issues and solutions for both customers and internal teams
Gather, document, and synthesize customer feedback on product functionality, pain points, and feature requests
Translate customer needs and business processes into clear, actionable requirements for the Development team
Serve as the voice of the customer in planning discussions and prioritization meetings, ensuring customer feedback drives product development
Communicate product updates, new features, and improvements to customers effectively
Work with customers to understand their business processes and identify opportunities to better align our products with their needs
Draft functional specifications with detailed descriptions of desired functionality, expected outcomes, and technical requirements
Participate in user acceptance testing and validation of new features
Attend daily 15-minute stand-up meetings with the development team
Work cross-functionally to improve the overall customer experience