[Hiring] Customer Success Coordinator @Tennant Company

Role Description

The Customer Success Coordinator is a member of the TNCR Customer Success team, responsible for supporting customer onboarding, adoption, utilization, and ongoing engagement across a portfolio of small and mid-sized customer accounts. This role helps ensure customers realize value from their robotics solutions through proactive communication, utilization monitoring, administrative support, and coordination of customer success activities.

The Coordinator works closely with Customer Success Specialists, Sales, Deployment, Field Operations, and Service teams to deliver consistent customer experience and support objectives of customer retention. This role supports customers across North America, EMEA, APAC, and LATAM, with approximately 50% of customer interactions focused on North America and 50% supporting Global accounts. The role operates primarily through remote engagement (phone, email, video conference).

Key Responsibilities

• Customer Engagement & Adoption Support
  • Conduct proactive outreach to assigned customers to support onboarding, adoption, and utilization of robotics solutions.
  • Assist customers with navigating available resources, best practices, and training materials to maximize solution value.
  • Support customer engagement campaigns designed to increase utilization, satisfaction, and retention, including specified account renewal outreach.
  • Maintain regular communication with customers to identify questions, concerns, and opportunities for additional support.
  • Seeks account expansion opportunities by reviewing existing account usage trends, establishing client rapport, and identifying areas for expansion within an account for Sales partners.
• Onboarding & Utilization Monitoring
  • Support onboarding activities for new customers and assist with ensuring a successful transition to operational use.
  • Monitor customer utilization and adoption metrics to identify trends, opportunities, and potential risks.
  • Escalate adoption barriers, customer concerns, and utilization challenges to Customer Success Specialists or dedicated Sales personnel when appropriate.
  • Partner with Deployment and Customer Success teams to support customer adoption initiatives.
• Data Analysis & Reporting
  • Review customer usage reports and telemetry data to identify basic trends and variances.
  • Assist in preparing customer-facing reports, presentations, and business review materials.
  • Support the maintenance of customer health metrics and account tracking processes.
  • Monitor customer activity and flag anomalies requiring further investigation.
• Customer Advocacy & Cross-Functional Coordination
  • Coordinate with Sales, Deployment, Field Operations, Service, Distribution, and Product teams to support customer needs.
  • Ensure customer requests are communicated and routed to the appropriate internal resources.
  • Track customer action items and follow through on commitments to support a positive customer experience.
  • Support Customer Success Specialists with customer meetings, business reviews, and follow-up activities as needed.
• Administrative Excellence
  • Maintain accurate customer records in CRM and other business systems.
  • Document customer interactions, activities, utilization trends, and action plans.
  • Support reporting, dashboard maintenance, and data quality initiatives.
  • Assist with customer communications, program administration, and Customer Success operational processes.

Qualifications

• Customer-Centric Mindset: Demonstrates a commitment to delivering positive customer experiences and supporting customer success outcomes.
• Organization & Administrative Excellence: Effectively manages multiple priorities while maintaining accurate records, documentation, and follow-up activities.
• Communication Skills: Communicates clearly and professionally with customers and internal stakeholders across diverse geographies and cultures.
• Data Awareness: Utilizes customer activity, adoption metrics, and reporting to identify trends and support customer engagement efforts.
• Technology Aptitude: Learns and applies knowledge of robotics solutions, CRM platforms, customer success tools, and business applications.
• Cross-Functional Collaboration: Partners effectively with teams across Customer Success, Sales, Operations, Service, and Product organizations.
• Problem Solving: Identifies issues, seeks solutions, and escalates concerns appropriately to support positive customer outcomes.
• Global Customer Support: Demonstrates cultural awareness and flexibility while supporting customers across North America, EMEA, APAC, and LATAM.
• Adaptability: Thrives in a fast-paced environment and responds effectively to changing customer and business needs.

Requirements

• Bachelor's Degree preferred or equivalent combination of education and experience.
• Minimum 2 years of experience in customer service, customer success, sales support, account coordination, operations, or other customer-facing roles. Preferred experience working with technology solutions, robotics, automation, SaaS, IoT, retail, or logistics customers.
• Proficient in Microsoft Office applications, particularly Excel, PowerPoint, and Teams.
• Experience utilizing CRM platforms and customer management systems preferred.
• Ability to work with reports, dashboards, and business data to support customer engagement activities.
• Demonstrated ability to provide professional customer support and build positive customer relationships.
• Strong commitment to delivering responsive, customer-centric service.
• Strong organizational, time management, and prioritization skills.
• Excellent written and verbal communication skills.
• Detail-oriented with strong follow-through capabilities.
• Ability to work independently while collaborating effectively within a global team environment.
• Strong problem-solving skills and willingness to learn new technologies and processes.

Benefits

• A comprehensive benefits package including multiple medical plan options.
• 401(k) with a 100% match up to 6%.
• Paid vacation time.
• 8 paid company holidays and 3 personal holidays.
• Dental and vision coverage.
• Wellness rewards.
• Robust family support programs.
• Company-paid disability and life insurance.
• A full Employee Assistance Program.