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Logically is the leading provider of Managed IT Services to small and midsize organizations. We help our customers leverage the power of information technology to achieve their goals by becoming their trusted IT ally. Since 1999, we have made IT management easy and secure for hundreds of corporations, healthcare organizations, non-profits, and public sector agencies. We provide complete IT outsourcing to business leaders, and augmentation services to IT teams. We are recognized for our outstanding customer service, technical depth, and operational excellence. Our best-in-class service delivery is powered by two pillars, OpLogicTM and Care Teams. OpLogic is our unique cloud-based IT management system that allows your IT environment to self-heal, increasing uptime and reducing security risks. Dedicated Care Teams are how we deliver our deep and wide-ranging technical expertise while providing personalized service and the familiarity of a trusted ally.
Job Summary The Customer Success Coordinator (CSC) is a key sales role that drives success within the current national Tier 4 customer base. The primary objective of this position is to efficiently deliver a positive customer experience to preserve customer retention and loyalty and ensure engagement with Logically products and services remains high. The CSC drives action and results while responding to and meeting the needs of numerous customers - ultimately enabling them to leverage technology to fulfill their objectives and make their lives easier. The CSC acts as a member of the customer-centric, cross-functional team that includes Sales, Operations, and Technical members – adeptly collaborating to ensure the team consistently delivers responsive, timely service. Essential Duties and Responsibilities Customer Support The CSC will manage an abundance of relationships and activities while maintaining accurate records in the CRM (Microsoft Dynamics). This includes:
- Understanding and managing customer needs and expectations
- Answering client questions and offer solutions and support
- Prioritizing issue response by impact and emergency
- Ensuring timely customer communication and follow up
- Reviewing invoices and resolving invoice inquiries regarding support and service
- Managing services contracts, lease agreements, and service level agreements
Customer Growth The CSC will drive customer growth by capitalizing upon upsell/cross-sell opportunities generated by Logically activities.
- Follow up on automated marketing campaigns – interacting with customers who indicate interest in new products and services,
- Follow up on automated annual Business Technology Reviews to capitalize upon opportunities, as needed/appropriate
- Conduct online presentations to showcase company services and products
- Create and deliver proposals and quotes, working with cross-functional team members and vendors as needed
Success Metrics (in order of priority)
- Renewal/retention goals
- Upsell/cross-sell revenue goals
- Customer satisfaction (NPS) scores
Key Competencies
- Positive attitude and customer-centered
- Self-motivated, self-directed, dynamic, energetic, and able to work in a fast-paced environment
- Strong multitasking and organization skills
- Strong interpersonal skills and the ability to work and drive action within a team environment
- Excellent verbal, written, and listening skills
- Aptly applies technical knowledge and proficiency to meet customer needs
- High level of integrity in all interactions