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Cemen Tech · 1 day ago

Customer Success Coordinator

Indianola, IA, US

Full-time

Onsite

New Grad, Entry Level

Cemen Tech is a company focused on customer success and satisfaction, and they are seeking a Customer Success Coordinator. The role involves driving customer satisfaction through training, support, and problem resolution while acting as an advocate for customer needs to influence product improvements.

CommercialIndustrialManufacturingTechnical Support

Culture & Values

Responsibilities

Conduct comprehensive training sessions with new and existing customers, primarily conducted remotely with occasional on-site visits

Provide ongoing proactive customer support, troubleshooting and resolving issues efficiently and escalating complex technical problems to the development team when necessary

Monitor customer health metrics and proactively reach out to customers who may need additional support

Create and maintain training aids, user guides, video tutorials, and system documentation reflecting new features and best practices

Maintain a knowledge base of common issues and solutions for both customers and internal teams

Gather, document, and synthesize customer feedback on product functionality, pain points, and feature requests

Translate customer needs and business processes into clear, actionable requirements for the Development team

Serve as the voice of the customer in planning discussions and prioritization meetings, ensuring customer feedback drives product development

Communicate product updates, new features, and improvements to customers effectively

Work with customers to understand their business processes and identify opportunities to better align our products with their needs

Draft functional specifications with detailed descriptions of desired functionality, expected outcomes, and technical requirements

Participate in user acceptance testing and validation of new features

Attend daily 15-minute stand-up meetings with the development team

Work cross-functionally to improve the overall customer experience

Qualification

Customer service orientationTraining experienceProblem-solving skillsMicrosoft Office SuiteBusiness analysisEmpathyCommunication skillsInterpersonal skillsDetail-orientedSelf-starter

Required

High School Diploma/GED

Exceptional communication and interpersonal skills with ability to explain technical concepts to non-technical users

Strong customer service orientation with empathy and patience

Training experience and demonstrated ability to help others learn new software systems

Excellent problem-solving skills and ability to think critically about customer needs

Detail-oriented with strong organizational and documentation skills

Ability to translate customer feedback into clear, actionable requirements for technical teams

Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint)

Comfortable learning new software tools quickly

Self-starter who can identify priorities, take initiative, and drive work forward independently

Preferred

Bachelor's degree in Business, Information Technology, Communications, or related field

Previous experience in customer success, customer support, or technical training role

Experience with project management or business analysis

Familiarity with the concrete dispatching/scheduling industry

Bilingual is a plus

Experience with any of the following tools (or similar): Jira (project management), Ai Tools (ChatGPT, Replit, Claude), Teams (collaboration), SharePoint (documentation), Visio (process mapping), Penpot, Krita, Inkscape (design tools), MongoDB (database concepts), Data analysis tools, Experience working with any programming language or technical documentation, Understanding of software development lifecycle and agile methodologies