- Reports to: Head of Operations
- Type: Full-time – In office – Hybrid available after 90 days
Presso is an Atlanta-based, Hardware-Robotics company harnessing the power of technology to create the first line of on-demand, energy-efficient, express garment care machines. We are seeking a highly skilled and motivated Client Success Coordinator to help ensure we support our clients and drive operational success. As a pioneer in the garment care industry, Presso is committed to creating cutting-edge, eco-friendly solutions that redefine the way we care for our clothes. Working closely with cross-functional teams, you will have the opportunity to shape the future of garment care technology while making a positive impact on the environment. If you thrive in a fast-paced, collaborative environment and are ready to take on the challenge of driving growth for an innovative company, we invite you to join the Presso team as our Client Success Coordinator.
Job Summary:
This Client Success Coordinator will focus on these key areas:
Customer Onboarding:
- Conduct comprehensive onboarding sessions for new clients, including training and orientation.
- Collaborate with cross-functional teams to plan and execute pre-launch activities.
- Develop personalized onboarding plans based on customer need, product specifications and marketing requirements.
Customer Support
- Provide timely and effective general support to address customer inquiries and issues.
- Own and maintain a repository of support materials, including FAQs, guides, and tutorials.
- Act as the primary point of contact for customer concerns, ensuring prompt resolution.
Launch Activities:
- Coordinate and support product launches, ensuring a smooth rollout for customers.
- Plan and execute installation and delivery activities in collaboration with relevant teams.
- Oversee customer utilization for the first 90 days post-deployment, ensuring maximum value.
This position reports directly to the Head of Operations but will work collaboratively with other departments within the organization, including but not limited to Revenue Operations, Hardware/Engineering, Research & Development, and People Operations.
Duties/Responsibilities:
- Facilitate training sessions to ensure customers have a comprehensive understanding of product features and functionalities.
- Collaborate with sales and product teams to gather insights for customer onboarding strategies
- Monitor customer progress during onboarding , addressing any challenges and ensuring a smooth transition to regular product usage.
- Respond promptly to customer inquiries via various communication mediums.
- Troubleshoot issues and provide step-by-step guidance to resolve customer concerns.
- Maintain an up-to-date knowledge base of support materials to ensure customers always have the latest information
- Collaborate with implementation teams to plan and execute successful product launches.
- Monitor customer adoption and utilization during the initial 90 days post-deployment
- Document customer interactions, i8ssues, and resolutions for internal tracking and analysis
- Generate regular reports on customer onboarding progress, support ticket trends and launch metrics
- Work closely with sales teams to align on customer expectations and communicate effectively throughout the onboarding process.
- Participate in cross-functional meetings to ensure a cohesive approach to client success and satisfaction.
- Stay informed about industry trends, product updates, and the best practices in customer success
- Proactively identify opportunities and items to communicate with clients on monthly newsletter to ensure the usage of best practices.
Required Skills/Abilities:
- Strong analytical, decision-making, influence, and communication skills.
- Ability to work independently and complete projects within required timeframes.
- Demonstrated ability to lead and inspire cross-functional teams to deliver strong innovation plans.
- Strong problem-solving abilities and a customer-focused mindset.
- Attention to detail and accuracy in recording customer information.
- An entrepreneurial “can-do” attitude to find ways to break down growth barriers.
- Proficiency in using customer relationship management (CRM) software, communication software (Slack), and project management platforms (Asana, Notion).
Education and Experience:
- Bachelor’s Degree in business administration or related field
- 2+ years of experience in client success, client experience, client operations, or client growth
- Experience can and will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.).
At Presso, we believe that diversity and inclusion are not just buzzwords; they are the foundation of a thriving and innovative workplace. As an equal-opportunity employer, we are committed to fostering a culture that celebrates the unique perspectives, backgrounds, and talents of our team members. We embrace the value that diversity brings to our organization and recognize that it is the driving force behind our success.
We welcome individuals from all walks of life to join our team, regardless of race, color, religion, gender identity, sexual orientation, national origin, age, disability, or any other characteristic protected by applicable laws. At Presso, every team member is treated with respect, dignity, and fairness, creating an environment where everyone can contribute their best and grow both personally and professionally.
As we continue to shape the future of the garment care industry, we understand that our commitment to equality is not only essential for our team’s well-being but also for the creation of innovative, forward-thinking solutions. Together, we will forge a path of progress, driven by the diverse perspectives and collaborative spirit of our team members.
Join us in our mission to redefine garment care while building a workplace that embraces diversity and empowers every individual to thrive. At Presso, you will not only find a fulfilling career but also a supportive and inclusive community that values and respects your unique contributions. We invite you to be a part of our team and make a meaningful impact on the world. Together, we will revolutionize the way we care for our clothes and the way we work.
