Job Description
The Client Success Coordinator is Readybuild’s primary resource for customer support, day-to-day product questions, and routine client check-ins. This role is the front line of the customer experience — resolving issues quickly, keeping clients informed, and maintaining enough regular contact to catch problems early. The Client Success Coordinator owns support across all accounts, with the Implementation Manager taking the lead on client-facing activity during active onboarding, serving as a consistent, reliable presence that customers can count on.
CLIENT CHECK-INS & RELATIONSHIP MAINTENANCE
- Conduct scheduled check-in calls with all active accounts on a regular cadence to maintain visibility into satisfaction and platform usage.
- Build familiarity with key contacts at each account so that customers feel known, not just serviced.
- Flag accounts showing signs of low engagement, repeated issues, or dissatisfaction to leadership for further attention.
PRODUCT ADOPTION SUPPORT
- Help customers get comfortable with core platform features through responsive guidance, walkthroughs, and how-to support.
- Identify customers who are underutilizing key features and connect them with resources or guidance to improve adoption.
- Relay customer adoption barriers and usability feedback to the internal team with sufficient context to be actionable.
PRODUCT EXPERTISE & KNOWLEDGE DEVELOPMENT
- Develop and maintain deep, hands-on expertise across all functional areas of the Readybuild platform — including configuration, integrations, all features, and the end-to-end user workflows clients rely on day-to-day.
- Stay current on product releases, feature updates, and known issues, building a working knowledge that supports both internal teams and clients.
- Maintain a running log of common issues, resolutions, and workarounds — feeding that institutional knowledge into the Knowledge Hub so repeat questions get faster answers over time.
- Own and maintain the Readybuild Knowledge Hub — the central resource for product documentation, how-to guides, and operational workflows. Continuously expand and improve hub content based on emerging support patterns, product updates, and gaps identified through client interactions, ensuring both internal teams and clients have accurate, up-to-date reference material.
- Partner with the onboarding team during client implementations when needed to understand how each client’s environment is configured, so that support context is available from day one.
SUPPORT REQUEST MANAGEMENT
- Serve as the primary intake point for all client support requests, questions, and reported issues submitted through the project management platform.
- Assess and prioritize incoming requests based on severity, client impact, and whether the issue is blocking day-to-day operations or is a lower-urgency improvement.
- Respond to clients promptly with clear, accurate, and empathetic communication — setting honest expectations on resolution timelines and following through consistently.
- Resolve issues independently where possible, leveraging product knowledge, documentation, and direct platform access to diagnose and address problems without escalation.
- Track all open requests through to resolution, ensuring nothing falls through the cracks and clients are kept informed throughout the process.
ISSUE TRIAGE & ESCALATION
- Distinguish between bug reports, user errors, configuration issues, and feature requests — and route each appropriately rather than treating all tickets the same.
- Escalate bugs, product defects, and unresolved technical issues to the appropriate internal team with full context — steps to reproduce, client impact, frequency, and any workarounds currently in place — minimizing the chance we need to reach back out to the client.
- Identify when a support issue is rooted in a training or onboarding gap rather than a product defect — and loop in the appropriate team member to address it at the source, using those patterns to inform onboarding improvements over time.
FEEDBACK & INTERNAL COMMUNICATION
- Capture and route customer feedback, pain points, and feature requests to the appropriate internal team with clear context.
- Maintain accurate records of support activity, check-in notes, and account status in the project management tool.
- Report account trends, support volume, and recurring issues to leadership on a regular cadence.
SKILLS & COMPETENCIES
- Naturally relationship-oriented — builds rapport with customers and makes them feel heard, not just processed.
- Comfortable exploring a product independently, asking questions, and building knowledge through hands-on use.
- Strong written and verbal communication skills with the ability to explain sophisticated concepts clearly to non-technical users without being condescending.
- Patient, empathetic approach to client interactions — able to de-escalate frustration and turn a difficult support experience into a positive one.
- Strong analytical and diagnostic instincts — able to work through a problem methodically, distinguish symptoms from root causes, and document findings clearly.
- High attention to detail and follow-through — nothing gets lost, every open item has a status, and clients are never left wondering what happened to their request.
- Comfortable working independently in a small team environment where processes are still developing and initiative is valued over waiting for direction.
- Ability to manage multiple open issues simultaneously without losing track of priorities or letting lower-urgency items go stale.
EXPERIENCE
- Experience in a client-facing support, helpdesk, or technical assistance role is a plus but not required — the right mindset and communication skills matter more than a specific background.
- Familiarity with project management or ticketing platforms (e.g., Jira, Zendesk, Intercom, HubSpot) is helpful.
- Experience using construction, field operations, trades software, or project management software as an end user is a meaningful advantage.
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