Customer Success Coordinator

Relay, a Raleigh-based tech startup, is looking to change the way we communicate. We’re on a mission that matters, and we're hiring for a Customer Success Coordinator who will thrive in a dynamic high-growth start-up environment. 

Frontline workers are the lifeblood of our economy, and we're building the cloud platform that makes them better, faster and safer than ever before. Our cloud solution offers a data driven approach to frontline work through real time communications, real time location information and powerful real time data and insights. Here at Relay, we've designed, built and launched an entirely new product category and we're disrupting the handheld radio industry. What is it? A simple, rugged, internet-enabled smart-device, and all the software that runs with it, for B2B clients and frontline workers across multiple industries and verticals. We've achieved proven product-market fit with a user experience that solves real-world customer pain and unlocks new capabilities. We are expanding our Operationsteam to support this growth!

Relay's Customer Success Coordinator will thrive in a scrappy start-up environment where new standards are still being set. Do you want to help mold and improve the customer experience from trial to ongoing support? Join us and you can help create the playbook while delivering results directly with customers. The ideal candidate is obsessed with customer experience, believes no detail is too small, and is excited to multitask & drive simultaneous projects.

This role will be based in our Raleigh, North Carolina HQ and with a minimum requirement of 3 days (M,W,F) in the office.

What you will do:

• Support B2B customer accounts through their customer journey serving as a guide alongside self-serve resources. Including, but not limited to their onboarding, proactive outreach, inbound customer needs, service renewals, and supporting the upgrade to new hardware.
• Monitor analytics and reporting for designated customers driving appropriate actions, both direct with accounts or campaigns by cohorts to improve implementation, product adoption, performance, and retention
• Communicate regularly with identified customers to support their needs, and use cases
• Serve as a subject matter expert on Relay product line including device hardware, accessories, mobile application (Relay App), dashboard (Dash), and service/connectivity options
• Support inbound opportunities for upsell of additional Relay products
• Triage & serve as the voice of the customer to the appropriate internal owner including product development, engineering, etc. to ensure that the wide variety of needs are being met
• Effectively communicate and advocate for trends in customer needs 
• Create and maintain training materials for respective customer segment
• Achieve individual OKRs and contribute towards team goals established to achieve target customer outcomes individual and contribute towards team OKR’s set to achieve target customer outcomes
• Less than 5% travel as needed

What you will have:

• Bachelor’s Degree
• Self driven work ethic and strong organizational skills
• Excellent organizational and communication skills - you're able to provide clear and concise guidance through emails, over the phone, online meetings, or in person
• Stellar detail orientation - you regularly capture valuable feedback, pertinent contact information and next steps within CRM or CS systems of record
• Proven track record of successfully building and supporting relationships with all levels of seniority
• Mix of business and technical acumen with ability to engage and add value in discussions involving both technology and business strategy
• Ability to handle ambiguous or challenging situations and drive to mutually agreeable outcomes
• Ability to thrive and react to changing business needs within a startup environment

Desired knowledge, skills and/or attributes:

• 1+ years experience in Customer Success, Sales Development and/or Account Management
• Knowledge and experience using and supporting enterprise software
• Experience with CRM and or CSM platforms and ticketing tools

About us: company, culture & perks:

We have a culture where we empower our Relayers to do the best work in their lives. We call this idea BWIML (pronounced bee wimmel = Best Work In My Life).

It's truly amazing what happy, engaged team members can achieve. Our ever evolving list of benefits means you'll be able to achieve work/life balance, stay healthy, perform impactful work, grow in your role, look after yourself/your family, and invest in your future. 

At Relay, we offer...

• 100% Paid Insurance Health, Dental, Vision, Long/Short Term Disability and Life Insurance benefits for you and those who depend on you
• Generous Paid Time Off
• 401(K) Savings Plan + Company Match
• Baby Cash Reward + Paid Parental Leave
• Wellness Perks, including a world-class onsite fitness center with instructor led classes + locker room as well as endless outdoor amenities whether tennis, basketball, cycling, or pickleball is your jam
• Free Snacks and Fun Times
• Latest tech, standing desks, and all the accessories and software you need to succeed in your role

Please note all finalist candidates must complete a successful background and reference checks prior to employment with Relay.

The Relay Hybrid Work Model

At Relay, relationships are at the core of everything we do - and this translates to how we approach our customers and our work internally. Relay strives to be long-term relational partners versus transactional vendors to our customers. You will be encouraged to get in front of our customers and/or attend a trade show as a Relayer, regardless of your role. 

Internally, Relayers endeavor to build authentic, caring, and trusted relationships with each other.

With these principles in mind, and because we believe relationships are formed more quickly and deeply in-person, we greatly value the power of collaborating together with our customers on-site at their properties, and with each other in our spectacular and amenity-rich office.

Our relational approach is also at the heart of why we ask all Relayers in our hybrid model to work from the office a minimum of 3 days per week with some roles requiring additional days.

At this time Relay is unable to provide sponsorship for employment. In order to be considered for employment, applicants must be currently legally authorized to work in the US and not require future sponsorship in order to continue working for Relay.