Act as the primary point of contact for new customers from Day 1
Lead customers through their initial setup planning, training, and adoption milestones
Proactively check in with users post installation to ensure they are using the platform and hitting their goals
Be the conduit between the customer and Xtract One to ensure resolution is achieved when issues arise
Track the production and shipping of gateways to ensure the hardware is moving
Coordinate with the Technical Director to ensure Field Service Engineers (FSEs) are scheduled for installation in sync with hardware delivery
Coordinate with the Support lead to resolve any technical 'hiccups' during the first 60 days of the customer's journey
Maintain the Deployment Tracker so the VP of CX has a real-time view of every account
Identify bottlenecks (e.g., hardware delays or scheduling conflicts) and bring them to the VP with clear data so a decision can be made

Post secondary education required
0–2 years of experience, indicating you are Entry-Level and eager for a role with high visibility and clear impact
Must be a People Person who enjoys teaching others and building customer relationships
Must be Detail-Obsessed and capable of moving project tasks from 'In Progress' to 'Complete'
Must be Logistically Minded and able to visualize how manufacturing timelines affect engineering schedules and customer expectations
Must be Tech-Fluent and able to explain technical concepts to non-technical users with ease.

Customer Success Coordinator

About this role