Customer Success Coordinator Robotics

Select how often (in days) to receive an alert:

Pay: $62,700 - $93,700

With more than $1B in revenue, Tennant Company is a globally recognized leader in the cleaning equipment industry. For the past 150 years, we have been passionate about developing and manufacturing innovative and sustainable solutions for our customers. At Tennant Company, we are committed to stewardship and creating a cleaner, safer and healthier world. With manufacturing, operations and sales, service, and support functions across the globe, your journey at Tennant can take you places you never expected.

Position Overview

The Customer Success Coordinator is a member of the TNCR Customer Success team, responsible for supporting customer onboarding, adoption, utilization, and ongoing engagement across a portfolio of small and mid-sized customer accounts. This role helps ensure customers realize value from their robotics solutions through proactive communication, utilization monitoring, administrative support, and coordination of customer success activities.

The Coordinator works closely with Customer Success Specialists, Sales, Deployment, Field Operations, and Service teams to deliver consistent customer experience and support objectives of customer retention. This role supports customers across North America, EMEA, APAC, and LATAM, with approximately 50% of customer interactions focused on North America and 50% supporting Global accounts. The role operates primarily through remote engagement (phone, email, video conference).

Key Responsibilities

The Coordinator supports Customer Success activities focused on onboarding, adoption, customer engagement, and operational excellence:

• Conduct proactive outreach to assigned customers to support onboarding, adoption, and utilization of robotics solutions.
• Assist customers with navigating available resources, best practices, and training materials to maximize solution value.
• Support customer engagement campaigns designed to increase utilization, satisfaction, and retention, including specified account renewal outreach
• Maintain regular communication with customers to identify questions, concerns, and opportunities for additional support.
• Account Growth Opportunities:
  Seeks account expansion opportunities by reviewing existing account usage trends, establishing client rapport, and identifying areas for expansion within an account for Sales partners.
• Support onboarding activities for new customers and assist with ensuring a successful transition to operational use.
• Monitor customer utilization and adoption metrics to identify trends, opportunities, and potential risks.
• Escalate adoption barriers, customer concerns, and utilization challenges to Customer Success Specialists or dedicated Sales personnel when appropriate.
• Partner with Deployment and Customer Success teams to support customer adoption initiatives.

Data Analysis & Reporting

• Review customer usage reports and telemetry data to identify basic trends and variances.
• Assist in preparing customer-facing reports, presentations, and business review materials.
• Support the maintenance of customer health metrics and account tracking processes.
• Monitor customer activity and flag anomalies requiring further investigation.

Customer Advocacy & Cross-Functional Coordination

• Coordinate with Sales, Deployment, Field Operations, Service, Distribution, and Product teams to support customer needs.
• Ensure customer requests are communicated and routed to the appropriate internal resources.
• Track customer action items and follow through on commitments to support a positive customer experience.
• Support Customer Success Specialists with customer meetings, business reviews, and follow-up activities as needed.
• Maintain accurate customer records in CRM and other business systems.
• Document customer interactions, activities, utilization trends, and action plans.
• Support reporting, dashboard maintenance, and data quality initiatives.
• Assist with customer communications, program administration, and Customer Success operational processes.

Capabilities

• Customer-Centric Mindset: Demonstrates a commitment to delivering positive customer experiences and supporting customer success outcomes.
• Organization & Administrative Excellence: Effectively manages multiple priorities while maintaining accurate records, documentation, and follow-up activities.
• Communication
  
  Skills:
  
  Communicates clearly and professionally with customers and internal stakeholders across diverse geographies and…