Customer Success Coordinator

(Part-time or full-time onsite role, salary commensurate with experience)

Join us at Reliability Center, a growing SaaS company dedicated to providing cutting-edge Root Cause Analysis (RCA) solutions to help businesses uncover the underlying causes of complex issues. We're on a mission to empower organizations with the tools and insights they need to prevent future problems and improve their operations. If you're excited about being part of a team that leverages the latest technology to help large enterprises find and fix their core challenges, we invite you to apply and contribute to building something transformative!

In this role, you'll assist our Customer Success team by managing logistics and communications with our clients, scheduling training sessions, helping to resolve basic product support issues, and ensuring that our customers receive timely and effective service. You'll play an important part in maintaining a high level of satisfaction with our software and training services, which serve household names like Pepsi, International Paper, and Morton Salt.

Responsibilities

• Schedule and coordinate customer calls, training sessions, and other meetings, ensuring all stakeholders are informed and prepared.
• Communicate with customers to provide basic support for our software and training products, ensuring timely responses to inquiries.
• Assist the Customer Success team with managing and tracking customer requests, feedback, and support tickets using our internal tools.
• Support onboarding activities for new customers, helping them get started with our products and guiding them through the initial setup.
• Ensure that all communications with customers are clear, professional, and aligned with our company's values.
• Maintain detailed records of customer interactions and coordinate follow-up actions as needed.
• Collaborate with internal teams (support, sales, and product) to ensure customer issues are addressed in a timely manner.
• Monitor customer feedback and provide insights to improve customer satisfaction and retention.
• Assist in generating customer success reports and tracking key performance indicators (KPIs).

Requirements

• Must be located in or willing to relocate to the Richmond, VA area.
• Availability to work part-time or full-time, with flexible scheduling based on business needs.
• Strong organizational skills with the ability to manage multiple tasks and deadlines simultaneously.
• Excellent communication skills, both written and verbal, with a customer-first mindset.
• Previous experience in a customer support, account management, or administrative role.
• Familiarity with software solutions or SaaS products, especially in the manufacturing, industrial, or training industries.
• Experience using online communication tools and customer relationship management (CRM) software (e.g., HubSpot, Salesforce, Zendesk).
• Self-motivated with a high attention to detail and the ability to work independently or as part of a team.

Quarterly onsite meetings in Richmond, VA are mandatory in attendance.

About Us

As the leading provider of root cause analysis software and training, Reliability.com helps some of the most complex and largest industrial companies in the world make their workplaces safer and more effective. We Deliver Value, Work Hard, Work Smart, Trust the Process, and Invest Personally. We're a small, tight-knit team based in Richmond, VA, Raleigh, NC, and Washington, DC, with a remote presence in the Midwest.