The Customer Success Coordinator acts as a key point of contact between customers, Customer Success and internal IT teams, providing guidance and support on our Atlas Planning Platform. The role coordinates technical requests, manages customer queries and ensures issues and system changes are progressed efficiently to resolution, supporting a seamless customer experience.
Key Responsibilities:
• Coordinate IT-related requests, including Single Sign-On (SSO), system upgrades, user access, onboarding, offboarding and platform changes.
• Provide advice and guidance to customers and Customer Success teams on platform functionality, system requirements and technical queries.
• Liaise with customers, internal IT teams and Customer Success colleagues to investigate issues, coordinate solutions and communicate progress.
• Track and follow up on outstanding requests to ensure timely resolution and clear communication.
• Maintain accurate records, documentation and updates relating to customer queries, access requests and system changes.
• Support effective use of the Atlas Planning Platform by helping customers understand its functionality and requirements.
• Identify opportunities to improve processes, system usage and the overall customer experience.
Role Requirements:
• Strong communication and interpersonal skills, with the ability to work effectively with customers and internal teams.
• Excellent organisational skills, with the ability to coordinate multiple requests, prioritise tasks and follow through to resolution.
• A customer-focused approach, with a commitment to delivering a high-quality customer experience.
• Strong problem-solving skills and the ability to investigate queries, coordinate solutions and communicate technical information clearly.
• Good attention to detail and the ability to maintain accurate records and documentation.
• Confidence working with IT systems and coordinating technical requests, with an understanding of user access, SSO and system upgrades being advantageous.
• A proactive and collaborative approach, with a focus on continuous improvement and effective teamwork