Customer Success Coordinator

Adlib Software
Burlington, ON
30+ days ago

Job Description

Who we are

Adlib has been transforming the way enterprise organizations overcome unstructured content challenges for over 15 years. Our content intelligence and automation solutions allow thousands of global customers to discover, standardize, classify, extract and leverage clean structured data from complex unstructured documents to simplify compliance, accelerate business processes and fuel data-driven analytics.

Our new Customer Success Coordinator is responsible for:

This role is responsible for the Sales Order and Fulfillment process for the organization. Supports licensing for the maintenance/subscription renewal process which directly contributes to sales revenue for the organization. Provides support to the Sales and Finance teams to ensure accurate data entry is maintained for reporting and forecasting purposes.

Our new Customer Success Coordinator will:

  • Manage the Sales order fulfillment process in support of the Global Success and Sales organizations
  • Validate all legal and order processing documents are signed and valid (SOW, PO)
  • Validate Sales Rep has used the appropriate products, pricing and discounts (if applicable) to capture accurate information for royalty, commission and reporting purposes.
  • Liaise with Applications and Finance to ensure bookings are reflected properly in our records for Sales Reports
  • Confirm details of orders for accurate billing and license delivery. Review fully executed SOWs to confirm if Services billings are prepaid or time and materials based.
  • Review POs and create orders manually when no quote or opportunity has been provided by the Sales Rep.
  • Create new accounts in CRM as requested by the Sales team
  • Ensure accurate account records in CRM, monitoring account activity and reporting discrepancies
  • Support Financial processes including invoicing and closing out each month from a Finance/Order Fulfillment perspective
  • Generate and analyze reports based on department and client needs
  • Update CRM system (changes, new contacts, clean up dual accounts)
  • Identify, diagnose and resolve/redirect customer inquiries
  • Act as a central point of contact within Success team for Sales & Revenue Operations teams

Our new Customer Success Coordinator has:

  • 3 years’ office administration experience
  • Experience with CRM systems
  • Outstanding customer service, interpersonal and communication skills
  • Ability to multi task and stay organized
  • Work independently and as part of a team
  • Customer focused with a “do what it takes” attitude

What’s in it for you?

We wholeheartedly believe that maximizing work-life balance is one of the most important paths to high performance. To that end, we have an open-vacation policy and many programs to promote employee wellness. We have massage therapist days, badminton, baseball, fresh fruit in the lunchroom and fitness membership reimbursement.
Adlib is located in Burlington, Ontario and many of our employees also enjoy a minimal commute which allows for maximum family and friends time.

Our company

Adlib's headquarters are located in Burlington, Ontario. As a company, we care about employee health and wellness and develop programs that align to achieving personal and professional satisfaction. We are also passionate about our community and participate in many local charitable events.

At Adlib we have a number of employee programs and benefits that drive our culture and values including but not limited to:

  • Fitness reimbursement
  • RRSP matching
  • No limit vacation
  • Extended maternity and paternity leave
  • Employee assistance programs, and much more

To learn more about this role please express your interest here or follow us on Twitter, Facebook or LinkedIn for future opportunities.

Adlib seeks to inspire and nurture the human spirit – we understand that each person brings a distinct life experience to the table. Embracing diversity not only enhances our work culture but drives business success. Adlib encourages applications from everybody, regardless of race, colour, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Job Type: Full-time

Work Location: Multiple Locations


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