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Customer Success Coordinator

Reports to: COO or CRO/VP of Sales
Classification: Full Time, Non-Exempt
Last updated: February 2019

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 IT operations and a focus on delivering practical new functionality, Cayosoft helps customers worldwide remove barriers to adoption of a modern cloud infrastructure. Cayosoft’s solutions secure, simplify, automate and control Active Directory, Exchange On-premises, Office 365, Exchange Online and Azure Active Directory, OneDrive, Skype, SharePoint and Teams.  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 contact with our new & existing customers to guarantee a highly successful relationship. The CSC will work with management and sales to oversee the new customer on-boarding process, maintain accurate customer information in the and monitor customers success throughout their subscription life cycle.

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 ensure customer satisfaction.
  • Meet or exceed daily/weekly activity targets for:
  • Conversations with key customer contacts.
  • Schedule and conduct quarterly review calls.
  • Assist customers in finding the correct Cayosoft resources for their current needs.
  • 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 energetic, positive and enthusiastic team player with strong interpersonal skills and collaborative orientation
  • Self-starter with a high level of initiative and strong sense of ownership and urgency, organizational and time management skills
  • Solid telephone skills; must excel at talking to customers and being on the phone
  • Demonstrated ability and desire to learn new concepts
  • Demonstrated ability to comprehend and discuss technical subject matter
  • Commitment to self-improvement and success
  • Ability to multi-task and function in a fast-paced environment, often with changing priorities
  • Committed to exceeding targets and quarterly goals
  • Excellent written and verbal communication skills
  • Attention to detail in composing correspondence to clients
  • Proven track record with a minimum of 1-year experience

Measures of Success:

  • Lead follow up SLAs met or exceeded
  • Activity metrics (calls, e-mails, etc) met or exceeded

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.

Work Environment

This job primarily operates in an office environment.

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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