Customer Success Coordinator

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7zm133

Reports to

As identified in the Organization Chart

Reports to the Head of Customer Success Management.

Authority Level

Authority level applies as defined in the HR Process and applicable delegation framework.

Management System

Ensure awareness of, and adherence to, applicable policies, procedures, controls, and requirements within the Management System. Support agreed risk and opportunity assessment activities where relevant, and escalate identified risks, opportunities, deviations, or compliance gaps to the appropriate manager or process owner.

Job Purpose

The Customer Success Coordinator is responsible for supporting the Customer Success Management function through structured coordination of customer-related administration, operational follow-up, reporting activities, and internal stakeholder alignment.

The role supports Customer Success Managers and the wider matrix organization in maintaining accurate customer information, timely follow-up, effective service coordination, and a consistent customer experience. The Customer Success Coordinator contributes to day-to-day execution and customer support, while strategic customer relationship ownership remains with the responsible Customer Success Manager.

Tasks

Customer Success Support

· Support routine service assurance activities for designated customer accounts as directed by the responsible Customer Success Manager.

· Coordinate customer success-related queries, actions, and follow-ups with relevant internal stakeholders.

· Support the preparation, coordination, and documentation of customer audits and related customer-facing activities.

Customer Relationship & Performance Support

· Support Customer Success Managers with renewals, commercial administration, Lead-to-Cash coordination, NetSuite updates,



and ServiceNow follow-up.

· Prepare and coordinate materials for monthly or quarterly customer review meetings, as required.

· Support customer satisfaction and pulse survey activities, including data collection, documentation, and follow-up actions.

· Monitor selected customer metrics, alerts, and operational inputs, escalating anomalies to the responsible Customer Success Manager.

· Support tracking, documentation, and follow-up of service-level agreements (SLAs), including escalation of potential deviations to the responsible Customer Success Manager.

Delivery Coordination

· Coordinate with the matrix organization to support timely execution of operational tasks, reports, and agreed service commitments.

· Coordinate internal stakeholders to support resolution of incidents, service queries, and operational issues impacting customer experience.

· Collect, organize, and share customer and operational insights that may support identification of service improvement opportunities or added-value services.

· Support onboarding, handover, and coordination activities for designated customer accounts in alignment with the responsible Customer Success Manager.

Corporate Strategy Execution Support

· Contribute to continuous improvement initiatives by providing relevant data, insights, and administrative coordination.





· Support process documentation and operational enhancements to improve consistency, efficiency, and governance.

Internal Collaboration & Knowledge Sharing

· Provide relevant internal stakeholders with accurate and up-to-date information regarding customer expectations, operational status, agreed actions, and follow-up items.

· Maintain customer-related documentation, customer history, internal records, and knowledge repositories in accordance with agreed processes.

· Prepare internal reports, management information, and status updates as assigned.

Job practicalities /

Skills and qualifications

· Professional customer-facing communication skills, with the ability to build credibility and interact effectively with customers and internal stakeholders.

· Service-oriented mindset with the ability to support long-term, mutually beneficial customer relationships.

· Ability to prioritize and manage multiple tasks in a structured, reliable, and proactive manner.

· Self-motivated and disciplined, with the ability to plan, organize, execute, and follow through on assigned activities.

· Strong written and verbal communication skills, with the ability to collaborate effectively in a team and matrix organization.

· Competent IT skills, including Microsoft Office, CRM systems, customer databases, reporting tools, NetSuite, and ServiceNow. Experience from customer support, coordination, operations, or administrative functions is an advantage.

· Understanding of customer success practices, service delivery coordination, account support, and operational follow-up processes.

· Fluent in business English. Additional local language skills and cultural awareness are considered an advantage.

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/7zm133