Customer Success Coordinator

At Folk Williams Financial Management, finances are the fuel that keeps our company moving.
We are passionate about people who bring enthusiasm, integrity, positivity and drive to our team.
We are searching for flexible go-getters who welcome the challenges of a growing business.
We’re specifically looking for a *Customer Success Coordinator* who will roll up their sleeves and lead from the trenches while maintaining our QUEST values through Quality, Understanding, Education, Strategy, and Trust.
As a key member of the leadership team, the coordinator will help craft our customer-success strategies, building strong relationships with customers and collaborating with cross-functional leaders internally to deliver consistently excellent customer experiences.
The ideal candidate is passionate about using analytical skills to identify problems, find solutions, and improve relationships.
To succeed in this role, the candidate should have relevant customer success experience and a track record of maintaining interpersonal relationships with clients.
*Objectives Of This Role* This role reports to VP of Customer Success and is part of the Customer Success/Support Department.
The objectives of this role are: * Own the entire relationship with all clients, including onboarding, implementation, training, adoption, retention, and satisfaction with the ability to manage a high inbound and outbound call volume * Manage the front desk and coordinate office logistics, shipments, and activities * Establish relationships as a trusted and strategic client success support to help ensure the continued value of our services * Develop and maintain customer-success strategies and best practices, with an outgoing, warm, cordial and pleasant demeanor * Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth * Maintain existing customer-success metrics and data as directed _Day-To-Day Responsibilities_ * Respond to customer support inquiries; email, phone, chat, etc.
* Record customer feedback and document issues affecting the customer experience * Outbound communications (email/phone) for customers * Review the customer journey, determine how it’s supported, and use a consultative approach to help clients overcome issues and achieve their goals * Organize and coordinate operations in ways that ensure maximum productivity * Collaborate, problem-solve, and/or strategize with team members on upcoming client meetings * Prepare documentation or visuals of campaign performance for clients _Customer Support_ * Serve as the primary contact for all inbound & outbound customer phone calls, emails, chat queries and written communications * Proactively identify issues with potential impact to customers and recommend solutions or communications * Responsible for reporting, documenting and de-escalating any issues * Work closely with the office team to resolve any customer questions/complaints in a timely manner * Ensure customer satisfaction and provide professional customer support * A strong ability to read and assimilate correspondence, policies, practices, and procedures from team members and clients _A Team-Player_ * Exemplify professionalism in all aspects of the role, including team and client interactions * Uphold QUEST values: Quality, Understanding, Education, Strategy, and Trust * Provide exceptional communication and customer service * Keep all lines of communication open, responding swiftly to requests * Adapt quickly to change and collaborate with team members * Support client onboarding processes for client engagements * Create and maintain key process flows related to the position * Assist with writing and updating departmental policies and procedures * Identify ways to enhance processing efficiency and communicate suggestions for improvement to management * Participate in recurring team and one-on-one check-in meetings * Communicate with your manager regarding your established schedule and any potential capacity issues * Embrace coaching and feedback provided by your manager and implement changes, as needed, to help meet individual, team and client goals * Lead and manage special projects as assigned *Required Skills and Qualifications* * Bachelor’s degree or equivalent * 3-5 years of experience in communications, account management, or customer success (finance or accounting experience a plus) * Fluent in English with Spanish and/or American Sign Language a plus (verbal and written).
Must have a strong command of business English and offer a warm but business-like presence through the spoken word.
Fluent interaction with all levels of management and clients * Strong skills in verbal and written communications, strategic planning, and project management * Analytical and process-oriented mindset * Knowledge of Microsoft Office and Quickbooks (Online and Desktop) * Ability to work effectively across multiple departments in a deadline-driven environment * Active team player, self-starter, and multitasker who can quickly adjust priorities * The ability to monitor correspondence, complete paperwork, manage budgets, and other administrative task simultaneously * Accounts Receivables/Account Payables experience an asset * Collaborative and customer-centric self-starter * Must thrive in a fast-paced environment with many competing priorities and deadlines * Creative problem solver and empathy towards customers * A desire to grow through continued training *Benefits* * 401(k) * 401(k) Matching * Health Insurance * Paid Time Off * Work/Life Balance _*This opportunity requires candidate to work full-time, in-person locally in the San Fernando Valley, CA area*_ _*Note: This job description is not intended to be all-inclusive.
Employees may perform other related duties as negotiated to meet the ongoing needs of the organization.
*_ Job Type: Full-time Pay: From $43,000.
00 per year Benefits: * 401(k) * 401(k) matching * Dental insurance * Health insurance * Paid time off * Vision insurance Schedule: * Monday to Friday * Weekends as needed Language: * English (Required) Ability to Commute: * Sherman Oaks, CA 91403 (Required) Work Location: In person