The general competences expected for this role (coordinator)
"TO KNOW", "TO DO", "TO BE"
Generic knowledge & skills: (i.) Has an advanced knowledge of systems and methods used in the role. (ii.) Uses his/her technical skills to provide support services to others.
Tasks: (i.) Coordinates / manages different - but mostly homogeneous - activities. (ii.) Coordinates / carries out the execution of action plans while ensuring the alignment of all stakeholders.
Meeting customers needs : Considers customer satisfaction as a permanent objective in day-to-day activities.
Autonomy : (i.) Operates efficiently on the basis of well-defined methods, even when the working rules are only defined in general terms. (ii.) Supervision of activities can be limited to monitoring of results.
Knowledge of the organization, sector(s) : Demonstrates general knowledge of the organization and/or sector(s).
Interaction with others: Demonstrates professional individual relationships with internal and external stakeholders to deliver required outcomes.
Problem-solving : (i.) Chooses the most appropriate solution from a selection of learned possible choices. (ii.) Resolves well-defined problems requiring complex analysis.
Time span of control : Takes short-term initiatives (with effects up to 3 months) regarding the activities for which he/she has been trained.
Quality reflex, continuous improvement, innovation:(i.) Regularly suggests process changes. (ii.) Implements process changes.
Coaching & people management (when applicable) : (i.) Provides technical advice on the systems and methods used in his/her work. (ii.) Can coordinate small team(s) of similar roles.
Project management (when applicable): (i.) Participates in - or coordinates - the ongoing activities of a project team on the basis of planning, timing, available resources and agreed budgets. (ii.) Reports and gives practical advice towards a head of project
Key Responsibilities
1. Onboarding and Product Adoption
- Lead seamless onboarding experiences by guiding new customers through setup, training, and initial implementation.
- Develop tailored success plans to ensure customers understand and adopt platform features aligned with their objectives.
2. Relationship Management
- Build and maintain strong, long-lasting relationships with key stakeholders at all organizational levels.
- Conduct regular check-ins to discuss progress, provide updates, and gather feedback.
3. Customer Success and Retention
- Act as a customer advocate, proactively identifying challenges and presenting solutions to maximize satisfaction and retention.
- Monitor usage patterns and KPIs to anticipate risks and opportunities, addressing them promptly.
4. Upselling and Expansion
- Collaborate with sales teams to identify upsell and cross-sell opportunities based on customer needs.
- Present compelling business cases for expanding the partnership with additional features, services, or licenses.
5. Customer Education and Enablement
- Deliver personalized training sessions, webinars, and learning resources to empower customers.
- Share best practices and industry insights to enhance the value customers derive from the platform.
6. Collaboration and Feedback Loop
- Partner with internal teams (e.g., Product, Support, Sales) to share customer insights and feedback for continuous improvement.
- Advocate for customer needs during product roadmap discussions and feature prioritization.
Qualifications and Skills:
- Strong interpersonal and communication skills with the ability to build rapport and influence decision-makers.
- Proven experience in customer success, account management, or a related role within a SaaS or EdTech company.
- Solid understanding of SaaS business models and customer lifecycle management.
- Analytical mindset to interpret data, track KPIs, and make data-driven decisions.
- Familiarity with learning and development platforms or tools.
- Experience with CRM software (HubSpot) and customer success tools (e.g., Gainsight, Totango).
- Knowledge of change management principles and frameworks.
Education
- Bachelor’s degree in business, education, or a related field (or equivalent experience).
- Minimum of 3 years of relevant experience in customer success or account management roles.
Three expected deliverables by the end of the first three months
- Drive product adoption by helping customers fully utilize the new App & platform to meet their goals (onboarding, training, and tracking usage metrics)
- Maintain high customer retention rates by proactively addressing issues, ensuring customer needs are met, and fostering long-term relationships
- Identify opportunities for upselling or cross-selling to drive revenue growth from existing accounts