Customer Success Coordinator at Harbor Compliance in Remote

Summary: 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 Required Qualifications: - 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 Preferred Qualifications: - 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 Required Skills: Customer success experience, CRM proficiency, Analytical skills Nice-to-Have Skills: High computer literacy, Entity management experience, B2B environment experience, Revenue Bowtie familiarity, Software demonstration Benefits: Health benefits, Flexible paid time off, Parental leave, Fertility and adoption assistance, 401(k), Educational reimbursement