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GreenLancer · 1 month ago

Customer Success Coordinator

Detroit, MI

Full-time

Hybrid

Entry Level

1+ years exp

GreenLancer is a solar energy solutions company committed to eliminating the roadblocks that slow down clean energy adoption. The Customer Success Coordinator is responsible for ensuring a seamless and high-quality experience for customers by managing partner performance and responding to inquiries with urgency and professionalism.

Charging InfrastructureEnergyMarketplaceRenewable EnergySolar

No H1B

Responsibilities

Serve as the primary advocate for customers, ensuring they receive prompt, high-quality service and remain engaged with GreenLancer

Monitor Ordered Services to ensure on-time fulfillment, proactively addressing delays, escalations, and roadblocks

Track and analyze customer feedback through tools like Net Promoter Score (NPS), reviews and surveys, leveraging insights to drive service improvements and reduce attrition

Identify and monitor at-risk accounts, implementing proactive engagement strategies to prevent customer churn

Ensure that the handoff between Sales, Fulfillment Partner, and Customer Success is seamless, minimizing redundancies and improving communication flow

Proactively monitor Fulfillment Partner performance to mitigate potential issues before they impact customers

Track on-time delivery rates, responsiveness, and adherence to GreenLancer’s Fulfillment Partner standards

Provide structured Fulfillment Partner feedback to the Partner Management team, supporting monthly performance reviews, and improvement planning

Maintain daily communication with Fulfillment Partners to address service issues, reinforce expectations, and optimize workflow

Assist in onboarding new Fulfillment Partners, supporting alignment on service expectations and how to operate efficiently within GreenLancer’s ecosystem

Act as the first point of contact for partner-related customer inquiries, responding promptly and professionally

Create and manage support tickets, tracking issues to resolution, and identifying recurring patterns to inform process improvements

Process Revisions, Change Orders, and Adders, ensuring smooth communication between customers, Sales, and Fulfillment Partners

Direct calls and inquiries to the appropriate internal stakeholders, ensuring swift and accurate responses

Work with the Partner Management and Sales teams to resolve issues related to design modifications, unexpected project adders, and miscommunications

Analyze trends in customer and partner feedback, translating insights into actionable service enhancements

Improve tracking methods for Ordered Services, ensuring that fulfillment delays or potential issues are flagged early

Collaborate with internal teams to refine workflows and implement best practices for customer engagement and partner management

Qualification

Customer serviceOperations managementData analysisGSuite proficiencyProblem-solvingCommunication skillsTeam collaboration

Required

1-3 years of experience in operations, account management, or customer service, preferably in the renewable energy, construction, or technology sectors

Strong ability to analyze performance data, and execute proactive engagement strategies

Excellent organizational and problem-solving skills, with the ability to identify and resolve operational inefficiencies

Strong understanding of customer satisfaction metrics and service performance tracking

Proficiency in GSuite, Slack, and HubSpot

Strong communication skills with a focus on ensuring alignment across teams

Strong problem-solving skills with a proactive, solutions-oriented approach

A positive, team-first attitude with a passion for renewable energy and customer-centric service excellence

Benefits

Flexible Paid Time Off: Take the time you need for vacation, illness, bereavement or family time to support work-life balance

Flexible & Hybrid Work Options: We encourage in-office collaboration at our modern downtown space, but also support hybrid arrangements and flexible scheduling, based on your role and coordinated with your team.

Comprehensive Health Coverage: Includes medical, dental, and vision insurance to support your overall well-being.

Performance-Driven Rewards: In addition to base salary, nearly all teams participate in bonus programs that recognize and reward strong performance.

Top-tier Equipment: We provide a laptop and other role-specific tools to help you work comfortably and efficiently.