Customer Success Coordinator

LSINC•Huntsville, AL

23h•Onsite

About The Position

The Customer Success Coordinator serves as the primary point of contact for customers throughout their journey with LSINC. This role is responsible for ensuring a positive customer experience by coordinating communication, tracking open items, facilitating issue resolution, and helping customers successfully implement and operate LSINC solutions. The Customer Success Coordinator owns customer communication throughout the lifecycle of a project, from purchase order through installation, training, and ongoing support. This role works closely with sales, service, applications, engineering, manufacturing, and customers to ensure commitments are fulfilled, expectations are managed, and projects remain on schedule. This individual serves as the internal advocate for the customer while helping maintain strong relationships that lead to long-term success and repeat business.

Requirements

Minimum of 3 years of experience in customer service, account coordination, project coordination, administrative support, or a related field.
Strong verbal and written communication skills.
Excellent organizational and time management abilities.
Ability to manage multiple projects and priorities simultaneously.
Proficiency with Microsoft Office, including Outlook, Word, Excel, and Teams.
Ability to work effectively in a fast-paced, team-oriented environment.

Nice To Haves

Experience with CRM, ERP, project management, or customer management systems preferred.

Responsibilities

Serve as the primary point of contact for customer inquiries, requests, and follow-up communication.
Build and maintain strong customer relationships through proactive communication and responsiveness.
Maintain regular communication with customers regarding equipment builds, project status, installations, training, service requests, and open action items.
Ensure customers understand project timelines, milestones, expectations, and next steps.
Monitor customer satisfaction and proactively address concerns before they become larger issues.
Follow up with customers after installations, training, and service events to ensure expectations have been met.
Coordinate customer-related activities across sales, service, applications, engineering, manufacturing, quality, and other internal departments.
Schedule and lead regular customer status meetings to provide project updates and review open action items.
Maintain project schedules and communicate key milestones, risks, and schedule changes.
Coordinate factory acceptance tests, equipment shipments, installations, training schedules, and customer visits.
Track customer commitments and internal action items to ensure deadlines are met.
Escalate project risks, customer concerns, or schedule impacts to leadership when appropriate.
Assist in developing and improving customer onboarding and project communication processes.
Track and manage customer issues from initial request through resolution.
Ensure customer concerns are addressed promptly and routed to the appropriate internal teams.
Coordinate with service, applications, engineering, and manufacturing teams to resolve customer issues efficiently.
Assist customers with consumable orders, replacement parts, warranty requests, and service-related needs.
Maintain visibility of open issues and provide regular status updates to customers and management.
Identify recurring customer concerns and communicate trends to leadership for continuous improvement.
Maintain accurate customer records and project documentation within company systems.
Prepare customer communications, reports, meeting notes, and status updates as needed.
Document customer concerns, action items, commitments, and resolutions.
Support warranty, service, and post-installation processes by gathering information and coordinating internal resources.
Ensure customer information and project records remain organized and up to date.