Customer Success Coordinator 

Interested? Please email us at hr@cayosoft.com

Customer Success Coordinator

Reports to: Vice President of Sales/Marketing
Classification: Full Time, Non-Exempt (May consider part-time)
Job Location: Columbus, Ohio (Details below)
Last updated: July 2020 

About the Company 

Cayosoft Inc., a fast-growing global independent software vendor, delivers exciting and innovative products that help organizations manage their Microsoft infrastructures throughout their journey from on-premises, to hybrid, to public and private cloud.   Applying deep expertise in Security and IT operations with a focus on delivering practical new functionality quickly, Cayosoft helps customers worldwide remove barriers to adoption of a modern Hybrid cloud infrastructure. Headquartered in Columbus, OH we are a fast-growing start-up, with a competitive product advantage, and a great vision of the future. Cayosoft is currently experiencing high growth. 

About the Role

The Customer Success Coordinator (CSC) is responsible for maintaining communication with our customers to guarantee a highly successful relationship. The CSC will work with sales management to ensure periodic communication with customers beginning with new customer on-boarding process, updating customer information, scheduling appointments between Cayosoft Engineers and customer technical contacts.

Duties and Responsibilities

  • Assist with on-boarding new customers to provide key information that will help the customer work successfully with Cayosoft.
  • Establish regular communication with customers to understand the status of the customer’s subscription

Day-to-day activities include

  • Phone and email conversations with customer primary contact.
  • Schedule and conduct customer review calls to verify important contacts
  • Inform customer about renewal dates and route customer requests to the proper Cayosoft resource (Support, Sales, Management etc.)
  • Coordinate scheduling meetings between Cayosoft Engineers and Customer’s Technical Staff
  • Document activities and update customer information in sales force automation system
  • Effectively communicate progress and challenges with other stakeholders including supported sales, marketing, and management
  • Assist at conferences when needed by attending and assisting with both coordinating and manning both activities
  • Any other tasks that may be assigned to help the company meet its goals
  • Escalate customer issues or requests to management

Qualifications, Experience and Needed Skills 

  • Highly positive, enthusiastic and personable team player with strong communication skills
  • Self-starter with initiative and strong sense of ownership
  • Solid telephone skills; must excel at talking to customers  
  • Demonstrated ability and desire to learn new concepts
  • Commitment to self-improvement and success
  • Ability to multi-task and function in a fast-paced environment, often with changing priorities  
  • Good email and verbal communication skills 
  • Attention to detail

Measures of Success: 

  • Based on successful customer interaction (calls, e-mails, etc.)
  • Customer perception

Compensation 

Base salary will comprise roughly 90% of Overall Target Earnings (OTE), while 10% of compensation will come from an incentive compensation plan which pays for performance against measurable objects on a monthly and/or quarterly basis.  It is possible to earn above OTE based on exceeding elements of the incentive compensation plan. Eligible to participate in the Cayosoft Employee Insurance Program.

Job Location/Work Environment 

This job primarily operates in an office environment, however during the COVID19 pandemic, all Cayosoft employees are currently working remotely

Please note:  Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job as they may change at any time with or without notice.  

 

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