Customer Success Coordinator Robotics
About The Position
The Customer Success Coordinator is a member of the 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 closely with Customer Success Specialists, Sales, Deployment, Field Operations, and Service teams to deliver a consistent customer experience and support customer retention. The role supports customers across North America, EMEA, APAC, and LATAM, with approximately half of customer interactions focused on North America and half on global accounts. Work is conducted primarily through remote engagement, including phone, email, and video conference.
Requirements
- Minimum 2 years of experience in customer service, customer success, sales support, account coordination, operations, or another customer-facing role.
- Proficiency in 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 while collaborating effectively within a global team environment.
- Strong problem-solving skills and willingness to learn new technologies and processes.
Nice To Haves
- Bachelor's degree or equivalent combination of education and experience.
- Experience working with technology solutions, robotics, automation, SaaS, IoT, retail, or logistics customers.
- Experience using CRM platforms and customer management systems.
Responsibilities
- Conduct proactive outreach to assigned customers to support onboarding, adoption, and utilization of robotics solutions.
- Help customers navigate available resources, best practices, and training materials to maximize solution value.
- Support customer engagement campaigns to increase utilization, satisfaction, and retention, including specified account renewal outreach.
- Communicate regularly with customers to identify questions, concerns, and opportunities for additional support.
- Review account usage trends, build client rapport, and identify account expansion opportunities for Sales partners.
- Support onboarding activities for new customers and help ensure a successful 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 dedicated Sales personnel when 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.
- Assist with customer-facing reports, presentations, and business review materials.
- Help maintain customer health metrics and account tracking processes.
- Monitor customer activity and flag anomalies requiring further investigation.
- Coordinate with Sales, Deployment, Field Operations, Service, Distribution, and Product teams to support customer needs.
- Route customer requests to appropriate internal resources.
- Track customer action items and follow through on commitments.
- Support Customer Success Specialists with customer meetings, business reviews, and follow-up activities as needed.
- Maintain accurate customer records in CRM and other business systems.
- Document customer interactions, activities, utilization trends, and action plans.
- Support reporting, dashboard maintenance, and data quality initiatives.
- Assist with customer communications, program administration, and Customer Success operational processes.
Benefits
- Multiple medical plan options
- 401(k) with a 100% match up to 6%
- Paid vacation time
- 8 paid company holidays and 3 personal holidays
- Dental coverage
- Vision coverage
- Wellness rewards
- Family support programs
- Company-paid disability insurance
- Company-paid life insurance
- Employee Assistance Program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
