Customer Success Coordinator
Extracker, United States
Job Description
The Role
The Customer Success Coordinator is responsible for assisting our new users and accounts with using Extracker for the first time, and ensuring they are successful. You will be the guide to help people get acclimated to our features and explain the benefits of the tool to them through best practice calls, email, and chat.
One of your goals will be to learn what new users need to be successful and help create content, guides, videos, etc that will help make their first few interactions successful. This means a lot of cross functional work with our Product team, Sales team, and Marketing team. So this is a great fit if you enjoy working with other teams and departments.
Additionally you will be involved in weekly activities such as
- Strategy meetings to refine the onboarding process
- Feature request review cycles with our Product team to help review feedback and prioritize new features
- New product feature demos
- Sync up with Sales to help identify upsell opportunities
This is a great introductory role for anyone looking to transition into Customer Success or a software company
The Company You’ll Join
At Extracker we make the construction industry more efficient by using technology to better communicate project costs between companies.
Every day thousands of pounds of paper and hundreds of personnel hours are consumed to record and communicate extra work completed on construction job sites around the world.
These pieces of paper can take days or weeks to reach the office and from there need to be scanned, manually transcribed, and tediously recorded into spreadsheets, that is, if they aren’t lost or damaged first.
In an industry with constant change and thin margins, this results in a massive loss of valuable time and money for hard working contractors.
Extracker creates tools to help contractors dramatically increase the organization and efficiency of this system, called change order communication, by intelligently digitizing this age-old paper process. This leads to an increase in profits, more successful contractor to customer relationships, more transparency into a project’s true cost, and less wasted paper!
The Opportunity
Just as TurboTax did for tax documents and Expensify did for receipts and expense reports, Extracker is doing for change order communication and log management by building first-of-its-kind, category defining software that is revolutionizing the commercial construction industry.
As an early member of the team you will have an exceptional level of impact on the development and iteration of our company as well as the workplace culture and team itself.
This is your chance to join a team that is bringing game-changing, modern web tools and dynamic financial analysis systems to a stagnant, static, pen and paper part of the commercial construction industry.
Requirements
- Self-motivated, proactive teammate with innovative ideas to inspire customer loyalty and adoption.
- 1+ years of relevant construction industry or customer success experience.
- Proven track record of demonstrated ability to project manage and create relationships
- Excellent verbal and written communication skills
- Proficient with browser based tools (ex. Slack, Asana, Salesforce, Google Sheets, etc)
Nice to Haves
- Our company is packed with team members who have real world commercial construction experience. While this is not a requirement, we highly encourage people from the industry who want to jump into tech to apply for this role. Specifically Project Engineers and Field Engineers with strong PM and organizational skills are a great fit for this role!
Benefits
- As an early member of the team, this role will help create a lot of the strategy that will become the foundation for the department. Ideal for anyone looking to get into Customer Success or wants experience building out a team
- Close collaboration with the executive leadership team to learn how a SaaS company scales and is run
- Ability to work with a new product category that has already found product market fit
- Being in early to a growing department that will continue to hire and need lead positions
- Continuous training in Customer Success methodology and best practices
- Experience at a venture backed growth startup
- Hybrid work schedule
- Competitive market-rate salary for a Series A company
- Subsidized healthcare, vision, and dental
- Early equity!
We believe teams do their best work by drawing on a diverse range of staff backgrounds, and we strongly encourage women, people of color, members of the LGBTQ+ community, those who are neurally diverse, and those with