Job Details

**Remote position. Must be eligible to work in the United States.

At Magna5, we believe in fostering strong client relationships through proactive communication and exceptional service. As a Customer Success Coordinator, you will be responsible for ensuring client satisfaction, managing relationships, and assisting with product updates and renewals. This role is ideal for individuals looking to grow their career in customer success, particularly those with prior experience in technical customer service.

Responsibilities:

• Client Engagement & Communication:
  • Serve as the main point of contact for a client base of approximately 250 accounts.
  • Proactively send email communications, providing product updates, service check-ins, and touchpoints to ensure clients feel supported and informed.
  • Build rapport with clients by understanding their needs.
• Account Management:
  • Manage the inbound queue of client requests, ensuring timely responses for inquiries related to product usage, billing, and service issues.
  • Maintain detailed records of client interactions and follow-up actions to ensure seamless communication.
• Renewal Management:
  • Track and manage upcoming account renewals, initiating communication with clients to ensure timely contract renewals and to discuss any service modifications.
  • Collaborate with support teams to ensure smooth renewal processes.
• Support & Issue Resolution:
  • Field incoming calls and emails from clients, providing knowledgeable answers and troubleshooting support.
  • Escalate any complex technical or account issues to the relevant teams, ensuring clients receive a timely resolution.
  • Proactively identify potential issues and offer solutions to improve client satisfaction before concerns arise.
• Client Success Monitoring:
  • Regularly monitor and assess the health of client accounts, ensuring consistent usage of our products or services and identifying opportunities for improvement.
  • Report key client success metrics, such as engagement levels and satisfaction scores, to internal teams for strategy optimization.
• Time Management & Prioritization:
  • Effectively manage multiple accounts and tasks simultaneously, prioritizing urgent requests while maintaining a high level of service across all interactions.
  • Utilize time management tools to track and complete tasks efficiently, ensuring deadlines for renewals and inquiries are consistently met.

Requirements

What You Bring to The Team:

• 1-2 years of experience in technical customer service, account management, or a related field.
• Strong written and verbal communication skills with the ability to present information clearly and concisely.
• Excellent organizational skills and attention to detail, with the ability to manage a high volume of accounts and requests.
• Proficiency in time management and prioritization, ensuring all client needs are met in a timely manner.
• Ability to work both independently and collaboratively in a remote setting, demonstrating initiative and problem-solving skills.
• Familiarity with CRM tools and customer service platforms (preferred but not required).

Work Perks

• 100% fully remote position
• Paid time off including paid holidays and floating holidays
• Bonus potential based on individual and company performance
• Highly competitive and flexible medical, dental, and vision benefits plans
• 401(k) with employer match
• Tailored Life and Disability insurance plans
• Full reimbursement for approved professional certification and career enriching opportunities

Magna5 Values

• Win Together - We collaborate with clients and across the Magna5 team to provide complete solutions for every IT challenge.
• Respond Fast - When clients or teammates reach out, we answer with urgency, assembling the needed expertise to provide quick and accurate resolutions.
• Earn Trust - We strive to earn and keep the trust of our clients and teammates through our actions every day, fulfilling every promise we make.
• Stay Transparent - No secrets and no surprises. We respect our clients and one another by providing candid assessments and complete, accessible information.
• Think Ahead - "Good enough" isn't good enough. We strive to be the best. Our team members are proactive with our problem solving and work to stay on the leading edge of new technologies that drive client success.

What We DoMagna5 is a rapidly growing IT Managed Service Provider delivering cybersecurity, private and public cloud hosting, backup and disaster recovery and other advanced services from mid-market to enterprise customers nationwide, including leaders within the education, healthcare, government, financial services, manufacturing, and other industry segments. We integrate advancements in technology and processes to drive businesses forward. As a trusted managed services provider, we bring together the right mix of managed IT services, security, and network connectivity, fully managed by our team of experts 24/7/365. Our passion is to help companies function better, faster, and smarter. We offer an exciting and collaborative environment, with growth potential. For more information, visit our website at www.magna5.com .