Customer Success Coordinator

Summary:

The Customer Success Coordinator plays a critical role in delivering an exceptional customer experience by owning the operational and transactional execution of Van Meter's service offerings. This role serves as the operational hub across services, ensuring accuracy, consistency, and timeliness from proposal through execution, renewal, and ongoing support. The Coordinator drives operational excellence by managing service requests, coordinating contracts and resources, and ensuring clear, proactive communication with customers and internal partners. This role sits at the intersection of customers, services, and operations, ensuring what is sold is executed effectively, understood clearly, and delivers intended value. Through cross-functional collaboration and continuous process improvement, the Coordinator supports recurring revenue health by enabling accurate contract execution, timely renewals, and predictable, consistent customer experience.

Key Responsibilities & Essential Functions:

Operational Execution & Service Delivery

* Own operational and transactional execution across Customer Success service offerings, ensuring accuracy, timeliness, and consistency

* Manage multiple service requests simultaneously across various channels while maintaining responsiveness and attention to detail

* Coordinate service activities including quoting, order entry, contract setup, invoicing, and fulfillment

* Monitor open requests, orders, and service activities to ensure timely follow-up, completion, and visibility

* Prioritize work based on urgency and customer impact, escalating appropriately to ensure resolution

Contract Lifecycle & Renewal Execution

* Execute the end-to-end contract lifecycle including quote creation, setup, execution, renewal, and invoicing

* Manage renewals to ensure timely, accurate completion and alignment with company and customer expectations

* Collaborate with internal stakeholders to ensure pricing, terms, and documentation are accurate and complete

* Consolidate and coordinate contract renewals where applicable to streamline execution and improve customer experience

* Maintain accurate contract data, renewal tracking, and system updates to support visibility and forecasting

Customer Engagement & Communication

* Engage customers through clear, proactive communication regarding service execution, timelines, expectations, and next steps

* Provide timely updates, especially when dependencies impact delivery timelines

* Build strong working relationships with customers through consistent, reliable, and solution-oriented interactions

* Serve as a central point of coordination for service execution activities, ensuring clarity and continuity

Cross-Functional Coordination & Partnership

* Act as a liaison between customers, vendor partners, and internal teams to ensure aligned execution and timely resolution

* Partner with Sales, Operations, Finance, Vendor Partners, and other internal teams to deliver seamless service

* Coordinate with vendor partners to obtain required information (pricing, lead times, contract details)

* Operate within shared team workflows and systems to ensure visibility and coverage across offerings

Operational Excellence & Continuous Improvement

* Drive operational excellence by ensuring consistent, reliable service delivery and identifying opportunities to reduce errors, delays, and rework

* Participate in cross-training to support all service offerings and enable a scalable, team-based support model

* Actively contributes to process improvement initiatives including SOPs, workflows, and tools

* Provide feedback and insights to internal teams to improve efficiency and customer experience

Insights, Risk Identification & Growth Support

* Utilize available data and system insights to support execution, identify trends, and highlight risks or gaps

* Monitor contract activity and flag risks related to renewals, execution delays, or customer impact

* Identify and communicate potential expansion opportunities or alternative solutions observed during service execution

* Support recurring revenue retention by ensuring accurate execution and proactive communication

Success in this role is defined by:

* Operational excellence through accurate, timely, and consistent service execution

* Reliable and predictable delivery that builds customer confidence in Van Meter's services

* Reduced errors, rework, and delays through strong process discipline

* Effective coordination across teams resulting in seamless customer experiences

* Support of recurring revenue health through strong renewal execution and contract visibility

Critical Success Factors:

* Strong organizational and prioritization skills in a high-volume, fast-paced environment

* Ability to manage multiple requests simultaneously with accuracy and attention to detail

* Proactive communication and strong customer service mindset

* Ability to identify issues, troubleshoot, and drive resolution independently

* Strong collaboration skills with the ability to work cross-functionally

* Continuous improvement mindset with willingness to challenge and improve processes

* High level of accountability and ownership of work

* Adaptability and willingness to learn across multiple service offerings

* Strong written and verbal communication skills

* Positive attitude and strong work ethic

Job Requirements/Specifications:

* Minimum two-year degree or equivalent experience required

* 2+ years of customer service, coordination, or operational experience preferred

* Experience in a fast-paced, detail-oriented environment

* Proficiency in Microsoft Office (Excel, Outlook, Word)

* Experience working with ERP or business systems preferred

* Knowledge of Eclipse and/or SAP a plus

* Industry experience or familiarity with automation services preferred

Work Environment & Physical Demands:

• Consistently works indoors and in the office
• Frequently sitting, working with hands & fingers, talking, hearing, and works with others
• Sometimes standing, walking, works alone, and customer contact
• Occasionally lifting, carrying, pushing, bending at the waist, twisting upper body, kneeling, crouching, reaching, driving, non-standard work shift, and extended day

The above statements are intended to describe the general nature and level of work being performed by an incumbent. They are not intended to be an exhaustive list of activities, duties or responsibilities. Incumbent may be asked to perform other duties as required.

Equal Opportunity Employer, including Veterans and Individuals with Disabilities

Several factors are considered in making compensation decisions at Van Meter; including but not limited to education, skill sets, work experience and training, and other business and organizational needs. Please note that compensation may be below the lower end of the range when the minimum requirements of the role are not met and the higher end is reserved for candidates with extensive experience and qualifications that exceed the requirements of the role.

Van Meter offers a comprehensive benefits package, including medical, dental, and vision insurance, pet insurance, company paid life and disability insurance, paid time off including holidays, 401(k) with company match and an Employee Stock Ownership Plan.