Note: The job is a remote job and is open to candidates in USA. Harbor Compliance is a pioneering leader in the compliance industry, recognized for its innovative approach to business licensing and legal entity management. As a Customer Success Coordinator, you will ensure the satisfaction and retention of significant clients by providing proactive support and maintaining high standards of service.
Responsibilities
- Deliver exceptionally responsive service by ensuring customer inquiries and comments receive a response within 8 hours
- Drive swift issue resolution by ensuring customer tickets are fully resolved within a 16-hour timeframe
- Maintain a high standard of customer excellence, consistently achieving a satisfaction rating of 90% or higher on post-interaction surveys
- Proactively identify and generate monthly expansion opportunities to support account growth and increased solution adoption
- Contribute to organizational knowledge and process predictability by producing or updating at least one high-quality process document or training resource each month
- Cultivate customer advocacy and social proof by securing three or more positive customer reviews per quarter
- Execute routine account hygiene and administrative tasks with high precision to ensure seamless internal operations and data integrity
- Serve as a reliable partner for large and complex accounts, providing the authoritative guidance and subject mastery needed to navigate their specific requirements
Skills
- 1–3 years of experience in a customer-facing role such as customer success, account management, or a related service position
- Proven track record of meeting and exceeding performance targets, specifically related to response times and service level agreements
- Professional communication skills characterized by the correct use of syntax, grammar, and an articulate, confident tone in all interactions
- Exceptional written communication abilities, with experience producing organized, clear, and error-free documentation and correspondence
- High level of computer literacy, including proficiency with CRM systems, word processing, video conferencing, and online research
- Experience demonstrating software functionality to users and successfully driving the adoption of new digital tools or features
- Strong analytical and problem-solving skills with the ability to navigate complex issues and resolve conflicts with professionalism
- Direct experience working with entity management, licensing, tax, or records management solutions
- Background in a high-growth B2B environment, demonstrating the ability to adapt and excel in a fast-paced setting
- Familiarity with the Revenue Bowtie framework, specifically focusing on the stages of customer usage and growth
- Advanced proficiency in HubSpot or similar CRM platforms to manage customer relationships and sales pipelines
Benefits
- Health benefits
- Flexible paid time off
- Parental leave
- Fertility and adoption assistance
- 401(k)
- Educational reimbursement
Company Overview
- Compliance solutions for nonprofits and businesses It was founded in 2012, and is headquartered in Lancaster, Pennsylvania, USA, with a workforce of 201-500 employees. Its website is http://www.harborcompliance.com.