Customer Success Coordinator
Pubblicato il 27-10-2026 - Vaultica in Siziano
ph3Reports to: /h3 pAs identified in the Organization Chart /p pReports to the Head of Customer Success Management. /p h3Authority Level /h3 pAuthority level applies as defined in the HR Process and applicable delegation framework. /p h3Management System /h3 pEnsure 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. /p h3Job Purpose: /h3 pThe 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. /p pThe 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. /p h3Tasks: /h3 ul liSupport routine service assurance activities for designated customer accounts as directed by the responsible Customer Success Manager. /li liCoordinate customer success-related queries, actions, and follow-ups with relevant internal stakeholders. /li liSupport the preparation, coordination, and documentation of customer audits and related customer-facing activities. /li /ul h3Customer Relationship Performance Support /h3 ul liSupport Customer Success Managers with renewals, commercial administration, Lead-to-Cash coordination, NetSuite updates,
and ServiceNow follow-up. /li liPrepare and coordinate materials for monthly or quarterly customer review meetings, as required. /li liSupport customer satisfaction and pulse survey activities, including data collection, documentation, and follow-up actions. /li liMonitor selected customer metrics, alerts, and operational inputs, escalating anomalies to the responsible Customer Success Manager. /li liSupport tracking, documentation, and follow-up of service-level agreements (SLAs), including escalation of potential deviations to the responsible Customer Success Manager. /li /ul h3Delivery Coordination /h3 ul liCoordinate with the matrix organization to support timely execution of operational tasks, reports, and agreed service commitments. /li liCoordinate internal stakeholders to support resolution of incidents, service queries, and operational issues impacting customer experience. /li liCollect, organize, and share customer and operational insights that may support identification of service improvement opportunities or added-value services. /li liSupport onboarding, handover, and coordination activities for designated customer accounts in alignment with the responsible Customer Success Manager. /li /ul h3Corporate Strategy Execution Support /h3 ul liContribute to continuous improvement initiatives by providing relevant data, insights, and administrative coordination.
/li liSupport process documentation and operational enhancements to improve consistency, efficiency, and governance. /li /ul h3Internal Collaboration Knowledge Sharing /h3 ul liProvide relevant internal stakeholders with accurate and up-to-date information regarding customer expectations, operational status, agreed actions, and follow-up items. /li liMaintain customer-related documentation, customer history, internal records, and knowledge repositories in accordance with agreed processes. /li liPrepare internal reports, management information, and status updates as assigned. /li /ul h3Job practicalities / /h3 h3Skills and qualifications: /h3 ul liProfessional customer-facing communication skills, with the ability to build credibility and interact effectively with customers and internal stakeholders. /li liService-oriented mindset with the ability to support long-term, mutually beneficial customer relationships. /li liAbility to prioritize and manage multiple tasks in a structured, reliable, and proactive manner. /li liSelf-motivated and disciplined, with the ability to plan, organize, execute, and follow through on assigned activities. /li liStrong written and verbal communication skills, with the ability to collaborate effectively in a team and matrix organization. /li liCompetent 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. /li liUnderstanding of customer success practices, service delivery coordination, account support, and operational follow-up processes. /li liFluent in business English. Additional local language skills and cultural awareness are considered an advantage. /li /ul /p #J-18808-Ljbffr