Customer Success Coordinator
Position Summary
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.
Essential Responsibilities
Customer Communication & Relationship Management
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.
Project & Schedule Coordination
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.
Customer Support & Issue Resolution
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.
Documentation & Administration
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.
Qualifications
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. Experience with CRM, ERP, project management, or customer management systems preferred. Ability to work effectively in a fast-paced, team-oriented environment.
Knowledge, Skills, and Abilities
Exceptional customer service and relationship-building skills. Strong organizational and project coordination abilities. Excellent problem-solving and critical-thinking skills. Professional communication and interpersonal skills. High level of accountability and follow-through. Strong attention to detail and accuracy. Ability to remain calm and professional while managing customer concerns. Ability to coordinate activities across multiple departments and priorities. Strong sense of ownership and urgency. Ability to identify issues early and drive them toward resolution.
Success Measures Success in this role will be measured by:
Customer satisfaction and relationship strength. Timely response to customer inquiries and requests. Effective coordination and closure of customer issues. On-time completion of customer milestones and project deliverables. Accuracy and completeness of customer records and communications. Proactive identification and resolution of customer concerns. Positive collaboration with internal departments and external customers.
Physical Requirements
Ability to sit and work at a computer for extended periods. Ability to communicate effectively in person, by phone, video conference, and written correspondence. Occasional lifting of office materials up to 25 pounds. Occasional travel may be required.