Customer Success Coordinator

About the Role

RobotLAB specializes in delivering robotics and AI solutions to help businesses automate mundane tasks. Operating across 36 locations nationwide, the company serves major brands including Hilton, Marriott, Disney, and Kura Sushi, along with a diverse set of clients such as restaurants, assisted living centers, supermarkets, warehouses, and nuclear power plants.

We are seeking a highly organized and detail-focused Customer Success Coordinator to support our Customer Success and Implementation teams. This role acts as the operational core for post-sales customer support, handling implementation scheduling, managing travel for our field teams, and serving as an early contact point for customers needing assistance after purchase. The coordinator will collaborate cross-functionally to maintain smooth schedules, accurate information, and ensure exceptional customer care.

Key Responsibilities

• Allocate and manage implementation schedules fairly among the Implementation team, arranging travel and lodging promptly and precisely while maintaining clear communication.
• Verify travel arrangements including flights, accommodations, and local transport considering resource availability, costs, customer preferences, and well-being of Implementation Managers.
• Confirm bookings only after thorough discussion and agreement with customers.
• Consistently monitor shared email inboxes and support cases, providing timely, precise, and courteous responses to customers and internal teams.
• Act as a primary point of contact for customers seeking post-sales support, ensuring they feel acknowledged and leave with a positive experience.
• Troubleshoot customer issues using existing documentation and previous knowledge; when encountering unfamiliar problems, communicate openly and provide a clear follow-up plan.
• Maintain precise, current records in Salesforce including cost tracking, implementation details, notes, and warranty or repair orders.
• Serve as a communication bridge among Operations, Customer Success, and Implementation teams to ensure continuous information flow and prevent any oversights.
• Proactively follow up with the Implementation team to close out pending items, update records, and keep Salesforce reflecting the real-time status of orders.
• Assist with organizing in-office meetings for Implementation Managers to keep daily schedules orderly and predictable.

Required Skills and Qualifications

• Exceptional organizational skills capable of juggling multiple schedules, inboxes, and priorities simultaneously with precision.
• Strong verbal and written communication skills tailored for both customers and internal team interactions.
• Familiarity with Salesforce or comparable CRM platforms, focused on accurate and thorough documentation.
• Composed and solution-driven approach to problem-solving with confidence to admit when further inquiry is needed, avoiding guesswork.
• Good judgment and ability to set boundaries by respectfully declining infeasible requests while maintaining positive relationships.
• Proactive attitude with the capacity to foresee needs and independently execute follow-through without constant supervision.
• Comfortable working cross-functionally with Operations, Implementation, and Customer Success teams without rigid task boundaries.
• Previous experience in coordination, scheduling, logistics, or customer support roles is preferred.
• A genuine passion for delivering excellent customer experiences, even in challenging or less glamorous situations.

Success Indicators in the First 90 Days

• Implementation schedules are distributed well in advance, generally 2-3 weeks ahead, with travel details confirmed and communicated accurately.
• Shared inboxes and support channels are monitored consistently leading to faster responses and fewer missed items.
• Salesforce data is maintained with accurate cost tracking, up-to-date implementation notes, and current order statuses.
• Strong working relationships have been established across Operations, Implementation, and Customer Success teams, building trust as a reliable communication hub.
• The ability to handle unexpected situations confidently, knowing when to resolve issues directly and when to escalate.

Why Join RobotLAB?

This pivotal position is at the heart of the customer journey at RobotLAB, offering visibility into robotics implementation processes and the opportunity to foster interdepartmental relationships. This role values the individual who ensures smooth operations behind the scenes, providing a vital calm and dependable influence for a dynamic team.