Skills & Competencies for Customer Success Coordinator

Customer Success Coordinator job profile

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JOB SUMMARY for Customer Success Coordinator

Supports customer success team and initiatives to provide guidance and knowledge resources to customers that will facilitate the achievement of their business objectives using the organization's products and services.

JOB RESPONSIBILITIES for Customer Success Coordinator

Assists with onboarding processes, distribution of product knowledge materials, and tools. Coordinates with internal teams to facilitate resources and training needed by customers. Administers issue tracking processes and compiles customer feedback. Prepares reporting and exhibits reflecting customer health and status.

Customer Success Coordinator SALARY RANGE

BASE 50%
$54,656
TOTAL 50%
$57,013
Job Level
A02
Job Code
SM15000518
Education/Degree
Associate's Degree
Reports To
Supervisor or Manager

Customer Success Coordinator Skills and Competencies List

Proficiency Levels and Behavioural Indicators
Salary.com identifies five increasing levels of proficiency for each skill/competency. Some jobs require only a relatively low level of proficiency in each skill/competency, while other jobs will require a more advanced level of proficiency in the same skill/competency. These levels rate the degree of proficiency (skill level, expertise) we expect the incumbent to perform in the given skill/competency for the given job. Note that we intentionally do not associate timeframes or years of experience in performing the skill/competency because that can be misleading. Proficiency levels identify what the incumbent knows and can do rather than how long they have been doing it. Also, note that the proficiency levels are cumulative, e.g., a level 4 proficiency implies the ability to perform all the behaviors at the lower levels.
Check each Customer Success Coordinator skill and competencie below to view definitions.
JOB FAMILY COMPETENCIES CORE COMPETENCIES
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11 general skills or competencies (Job family competencies) for Customer Success Coordinator

1 Job Family Competencies – Customer Complaint Resolution
Proficiency Level -2
Skill definition-Determining and investigating root causes of customer complaints to create prompt resolutions and deliver a high-quality service experience.
Level 1 Behaviors
(General Familiarity)
Documents customer complaints in the company system for prompt problem resolution.
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Level 2 Behaviors
(Light Experience)
Follows standardized procedures and practices used in complaint resolution.
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Level 3 Behaviors
(Moderate Experience)
Communicates with customers to determine and investigate cause of conflicts and complaints.
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Level 4 Behaviors
(Extensive Experience)
Improves the resolution process for all customer complaints to ensure a positive customer experience.
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Level 5 Behaviors
(Mastery)
Adapts to new technologies used in complaint management to improve customer service and resolution.
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2 Job Family Competencies – Customer Retention
Proficiency Level -2
Skill definition-Attracting, retaining, and converting customers into loyal buyers to reduce attrition, increase ROI, and acquire new customers.
Level 1 Behaviors
(General Familiarity)
Cites possible factors that affect customer retention rates.
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Level 2 Behaviors
(Light Experience)
Applies customer modeling techniques to identify and understand customer behaviors.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer feedback to execute new techniques in ensuring customer retention.
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Level 4 Behaviors
(Extensive Experience)
Creates plans and framework to increase customer retention growth and mitigate competitive threats.
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Level 5 Behaviors
(Mastery)
Adapts to industry best practices and trends in customer retention to secure customer loyalty.
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3 Customer Success Coordinator - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Success Coordinator
Proficiency Level - 4
5 Competency for - Customer Success Coordinator
Proficiency Level - 5

8 soft skills or competencies (core competencies) for Customer Success Coordinator

1 Core Competencies – Customer Relationship Management
Proficiency Level -2
Skill definition-Applying principles, practices and guidelines to interact and build a good business relationship with customers.
Level 1 Behaviors
(General Familiarity)
Cites examples of different types of CRM solutions.
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Level 2 Behaviors
(Light Experience)
Applies statistical methods to analyze and gather customer data.
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Level 3 Behaviors
(Moderate Experience)
Analyzes customer data collected through multiple sources to make more informed decisions.
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Level 4 Behaviors
(Extensive Experience)
Delivers a collaborative approach to provide timely and accurate processing of orders and requests.
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Level 5 Behaviors
(Mastery)
Creates a holistic view of a business' customers to increase referrals from existing clients.
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2 Core Competencies – Self-Motivation
Proficiency Level -3
Skill definition-Ability to identify one's own strengths, set goals and work hard in achieving goals, standards, and targets without external rewards or punishments.
Level 1 Behaviors
(General Familiarity)
Cites examples and traits of being self-motivated.
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Level 2 Behaviors
(Light Experience)
Clearly defines one's strengths, weakness, aspirations, and work styles.
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Level 3 Behaviors
(Moderate Experience)
Communicates to employees the benefits, rewards, or sanctions if expectations are or are not met.
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Level 4 Behaviors
(Extensive Experience)
Acts as a role model for positivity, optimism, and hard work.
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Level 5 Behaviors
(Mastery)
Creates a transparent and open working environment within our organization.
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3 Customer Success Coordinator - Skill and Competency
Proficiency Level - 3
4 Skill and Competency - Customer Success Coordinator
Proficiency Level - 4
5 Competency for - Customer Success Coordinator
Proficiency Level - 5

Summary of Customer Success Coordinator skills and competencies

There are 0 hard skills for Customer Success Coordinator.
11 general skills for Customer Success Coordinator, Customer Complaint Resolution, Customer Retention, Customer Satisfaction, etc.
8 soft skills for Customer Success Coordinator, Customer Relationship Management, Self-Motivation, Flexibility, etc.
While the list totals 19 distinct skills, it's important to note that not all are required to be mastered to the same degree. Some skills may only need a basic understanding, whereas others demand a higher level of expertise.
For instance, as a Customer Success Coordinator, he or she needs to be proficient in Customer Relationship Management, be skilled in Self-Motivation, and be proficient in Flexibility.

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