Customer Success Coordinator
Imperative, United States
Job Description
About Imperative
Imperative is an employee engagement platform that accelerates organizational change by activating employees at scale through guided conversations.
For over a decade, we’ve been dedicated to fixing what’s broken about today’s workplace. We believe that meaningful human connection at work is the key to unlocking transformational benefits both to the business and individual employees.
Founded by serial social entrepreneur and leading expert on the science of purpose and fulfillment at work, Aaron Hurst, we know what it takes to create, launch and scale an enterprise-wide solution for employee connection and team building.
The Imperative Platform is an AI-enabled, personalized conversation experience that brings co-workers together for conversations that connect them with their intrinsic work motivation, their peers, and their organizationstrengthening teams, breaking down silos, improving collaboration and reducing turnover.
As a pre-Series A stage company, we are a team of builders, entrepreneurs and creators that are wildly passionate about making work meaningful for everyone.
About the Role
Imperative is seeking a purpose-driven, customer-centric, high capacity individual to lead the launch and customer success of Imperative’s engagement platform for customers. As new employers license the Imperative platform as part of their enterprise learning strategy, the Customer Success Coordinator and Enterprise Account Manager partner as central coordinators. While the Enterprise Account Manager guides the account strategy and carries quota, the Customer Success Coordinator at Imperative will work with the internal Imperative team and the customer to successfully launch and sustain the customer program- coordinating logistics, project managing follow up steps and providing a smooth human-first experience.
We understand that finding the right fit for our team doesn’t always mean meeting every single requirement on our list. If you're driven, adaptable, and excited about working in a dynamic start-up environment, we encourage you to apply!
Success for this position is providing a top-notch customer experience, successfully onboarding each new license by running the full administrative experience for a customer and proactively helping resolve any customer support issues that may arise- ultimately supporting a fulfilled workforce and Imperative through the renewal and expansion of our accounts.
As entrepreneurs and builders at Imperative, we also expect every role within the company to play an active role in creating the work environment that sets everyone up to thrive. We prioritize building strong internal relationships, having an entrepreneurial spirit and assuming positive intent as we collaborate and build towards our vision.
Your Relationships
This role reports to our VP of Product amp; Operations and works within our stellar Customer Success amp; Accounts team. In this role, you will also work closely with everyone on the Imperative team (from product and engineering to marketing) as we continue to build a remarkably effective experience. Our team is made up of very passionate, purpose-driven individuals. You will also be exposed to progressive leaders from around the world and across diverse industries that believe in making work more meaningful and inclusive for everyone.
Your Impact
You will be responsible for partnering with our incredible customers to successfully launch Imperative inside their organizations empowering thousands of people to build meaningful connections, break down silos and align their work to uniquely impact team and organizational goals. You will be the hub of all of Imperative’s work, representing the voice of the customer, and key to the success of everyone on the Imperative team.
Your Growth
Not only will you become a leading expert on the science and application of purpose at work, you will be exposed to new challenges on a daily basis as we evolve our platform and build our capacity. You will gain deep experience in project management, SaaS, start-up development and process creation, data analytics, learning amp; development program deployment and internal communications.
As the Customer Success Coordinator, you will specifically be responsible for:
Transitioning new customers from business development (new business) through deployment and ongoing use - leading Customer Success from the first 90 days of the customer relationship through the entirety of the customer journey;
Refining a detailed launch plan with the each deployment and, in collaboration with the Customer Success Team;
Setting up the customer on the platform and coordinate any required customization;
Lead a rigorous tech review process to ensure Imperative’s platform works se