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Customer Success Coordinator



Administration, Customer Service, Sales & Business Development
Raleigh, NC, USA
Posted on Tuesday, February 20, 2024

Relay is quickly growing as a product solution for enterprise customers. We have ambitious goals to rapidly develop our product, expand our customer base, and be a market leader as a software based communication solution for the active workforce. We are currently seeking a Customer Success Coordinator that will thrive in a scrappy start-up environment where new standards are still being set. Do you want to help mold and improve the customer experience from trial to ongoing support? Join us and you can help create the playbook while delivering results directly with customers.

Frontline workers are the lifeblood of our economy and we're building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights.

Here at Relay, we've designed, built, and launched an entirely new product category – a simple, rugged, internet-enabled smart-device and all the software that runs it – and we’re disrupting the handheld radio industry for B2B clients and frontline workers across multiple industries and verticals. We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities and are expanding our operations team to support this growth.

This role will be based in our North Hills, Raleigh, North Carolina HQ and we work in a hybrid model with 3 days in the office, 2 days remote.

Learn more about Relay at RelayPro.com

Responsibilities (what you'll do):

  • Support B2B customer accounts through their customer journey serving as a guide alongside self-serve resources. Including, but not limited to their onboarding, implementation, full lifecycle management, and support of products & services to the customer
  • Monitor analytics and reporting for designated customers driving appropriate actions, both direct with accounts or campaigns by cohorts to improve implementation, product adoption, performance, and retention
  • Communicate regularly with your customers to support their needs, and use cases
  • Serve as a subject matter expert on Relay product line including device hardware, accessories, mobile application (Relay App), dashboard (Dash), and service/connectivity options
  • Support inbound opportunities for upsell of additional Relay products
  • Triage & serve as the voice of the customer to the appropriate internal owner including product development, engineering, etc. to ensure that the wide variety of needs are being met
  • Effectively communicate and advocated for trends in customer needs
  • Create and maintain training materials for respective customer segment
  • Less than 5% travel as needed

Experience, qualifications and skills (what you’ll have):

  • Bachelor’s Degree
  • 1+ years experience in Customer Success, Sales Development and/or Account Management
  • Self driven work ethic and strong organizational skills
  • Excellent organizational and communication skills - you're able to provide clear and concise guidance through emails, over the phone, online meetings, or in person
  • Proven track record of successfully building and supporting relationships with all levels of seniority
  • Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
  • Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
  • Ability to thrive and react to changing business needs within a startup environment

Preferred Qualifications:

  • Knowledge and experience using and supporting enterprise software
  • Experience with CRM and or CSM platforms and ticketing tools