Customer Success Coordinator (Hybrid)

Overview

We are seeking a Customer Success Coordinator (Hybrid) to join our growing team!

YM Careers

YM Careers is the industry's most trusted career center platform for associations powering nearly 3,000 niche job boards that connect more than a million employers with tens of millions of association members and website users. Associations leverage the platform to provide a valuable member service, acquire and engage new members, and increase non-dues revenue. YM Careers is part of Community Brands, which offers an integrated set of solutions that help member-based organizations increase revenue, improve efficiency, and digitally engage members. Learn more at ymcareers.com.

Responsibilities & Qualifications

Position Summary

The Customer Success Coordinator develops relationships with clients through building trust, resolving issues, providing relevant information and being the support for the client. To be successful the Customer Success Coordinator will have a sincere desire to assist clients, drive to seek out solutions, and ability to learn all processes and software clients use.

• As a hybrid role, you must be located within commuting distance from Groton, CT and able to go to the office 2 days per week (Monday and Wednesday). During early onboarding - typically the first 1-2 months - you will go into the office 3-4 days to streamline training.*

A Day in the Life

• Develop and maintain strong client relationship throughout the customer lifecycle

• Basic knowledge of platform system and tools and ability to troubleshoot

• Provide best practices to clients

• Strive for excellent customer service and delivery, ensuring any concerns/complaints are dealt with and responded to promptly

• Lessons learned are identified and shared with the relevant teams

• Engage with customer to promote software adoption and onboarding strategies

• Assist in creating and updating documentation for internal team and external clients

We are looking for someone who brings

• Experience:

• Able/willing to work in the Groton, CT office 2 days/week required

• 1+ year of related professional experience required

• Bachelor's degree and/or equivalent professional experience preferred

• SaaS industry or web support experience preferred

• Must have excellent analytical and problem solving skills

• Must have the ability to work independently and handle multiple priorities and deadlines simultaneously

• Computer/Technical:

• Proficient in Office 365 - Microsoft Word, Excel, PowerPoint, Outlook

• Demonstrate ability to learn and understand basic office software applications

• Salesforce and Zendesk experience is a plus

• Other Skills:

• Excellent verbal and written communication, organization and follow up skills

• Excellent relationship building skills and ability to work both individually and as a member of a team are necessary

• Ability to work effectively within a fast-paced, deadline-driven environment

• Strong client focus with exceptional collaborative and influencing skill

Total Rewards

Accommodations

Community Brands welcomes and encourages applications from people with disabilities. Reasonable accommodations are available, on request, for candidates taking part in all aspects of the selection process.

About Us

Community Brands - leveling the playing field between for-profits and purpose-driven organizations

Community Brands provides a connected network of solutions that enable mission-driven organizations to thrive. Our software powers non-profits, associations, and K-12 schools to engage the people they serve through programs and events, raise funds to enable their mission, and manage their financials and operations. Our family of brands are bound by a common purpose to serve the organizations that make our communities a better place to live. With over 1,600 employees in the US, Canada, UK, Australia, India, and the Philippines, we know that our success is driven entirely by the people of Community Brands. Through professional opportunity, we strive to give each person a clear path to success and personal growth. We embrace diversity and believe that our differences in experience and perspective are the key to our sustained success.

Why work here?

Good People, Doing Good Things: Employees at Community Brands are techies and volunteers who strive to make the Company a great place to work. We dream big and are motivated to help our customers use the technology we create to improve the world around us.

• Medical, Dental & Vision Benefits

• 401(k) Savings Plan & Company Match

• Flexible Planned Paid Time Off

• Generous Sick Leave

• Casual Environment

• Purpose-Driven Culture

• Work-Life Balance

• Passionate About Community Involvement

• Company Paid Parental Leave

• Company Paid Short Term Disability

• Remote Flexibility

Community Brands actively embraces diversity and equal opportunity in a meaningful way. We are committed to building a team that represents a variety of backgrounds, perspectives, and skills. The more inclusive we are, the better our work will be, which is why we do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.

All persons hired will be required to verify identity and eligibility to work in the United States (without sponsorship) and to complete the required employment eligibility verification form upon hire.

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