Customer Success Coordinator

6 days ago

Edmonton, Canada DRIVING FORCE Full time

Alata is a Fleet Technology and Fleet Management company that applies world class technology to industry leading fleet management practices to provide a comprehensive solution to customers of all sizes. Alata is looking for a Customer Success Coordinator who will be responsible for managing the relationships with Alata’s customers and helping them solve their problems. The Customer Success Coordinator's goal is to help create lifelong customers through building strong relationships, having a keen eye for detail, understanding company usage metrics, the customer lifecycle, and ensuring the success of our customers. In this role you will think about solutions in a scalable manner and of features that can enhance the experience of our customers and communicate this internally with the Alata team. Reporting to the product and operations manager, you will act entrepreneurially and see problems as opportunities to be solved.
Why Work With us
- You matter, we support you. We pay competitive wages and benefits, including extended health with a spending account, and dental.
- We take care of our people. You get 50% off rentals at any DRIVING FORCE location.
- We offer you our company RRSP matching program, to look after your future.
- Work/Life balance is important. You get 3 weeks accrued vacation, a flexible working environment, and wellness time to focus on yourself or your loved ones.
- We want you to grow. Our fun and inclusive company culture enables our employees to grow their careers with us. You get hands-on training and a path forward in the company if you want to develop your career.

Customer Engagement & Satisfaction
- Coordinate customer requirements/requests with Alata team
- Communicate promptly with the direct manager regarding any opportunities and customer issues that may arise
- Work with the BD managers and our partners to support their business development activities and meet the client’s expectations.
- Establish strong relationships and be the key contact to assigned customers, in tandem with the BD managers, by building rapport, becoming familiar with their specific needs, expectations, and requirements
- Effectively resolve customer service complaints in a timely manner
- Accessible to customers and be available to respond to all inquiries as needed and proactively follow up on accounts

Administration
- Support customer onboarding activities
- Coordinate and process vendor and customers invoices for payments in timely manner
- Assist in AR processing
- Coordinate with logistics in assisting with shipping and receiving
- Coordinate with inventory and pricing maintenance
- Fleet management software administration
- Create reports for internal and external customers
- Data analysis by using Microsoft Excel or other analytical tools
- Other administrative duties will be assigned as needed

Process & Brand Integrity
- Performing all duties in alignment with company brand, policies, and standards
- Creating the National Account Progression Report to visualize customer trends compared to predetermined benchmarks
- Reviewing and updating customer contacts and other information in company CRM as it changes
- Recognizing risks with assigned national accounts and effectively and promptly escalating these issues to management
- Ensuring that all invoicing and monthly billing is accurate

**Qualifications**:

- Post-secondary education in Business Administration is preferred
- Minimum of one year experience in customer service in a sales environment is an asset
- Experience in Customer Success within a SaaS based environment is an asset
- Resourceful, analytical, adaptable, and organized with the ability to build rapport with clients.
- Exceptional communication, interpersonal and problem-solving skills
- High attention to detail and accuracy and ability to multi-task and self-motivate
- Highly proficient in Microsoft Excel and experienced with other Microsoft Office Suite products

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