• Customer Success Coordinator

    Job Locations IE-Dublin
    Customer Success
    Regular Full-Time
  • The Company

    Globoforce is a leading provider of social recognition solutions, helping companies build stronger, more human cultures through the power of thanks. Named one of the Best Workplaces by the Great Place To Work® Institute, Globoforce is trusted by some of the most admired companies in the world to inspire and energize employees and create best places to work. Our award-winning SaaS technology and proven methodologies empower HR and business leaders to take a modern, more strategic approach to recognition programs. What results is measurable business success, qualified by increases in employee engagement, retention and productivity. The company pioneered the WorkHuman movement, created to galvanize organizations and leaders worldwide to create a more human workplace. Globoforce is co-headquartered in Southborough, Massachusetts, and Dublin, Ireland.

    We have a vision to help build the best, most admired company cultures in the world. It starts with our own culture. If you work with us, you’ll be inspired by your colleagues, delighted by our customers, and driven by our collective energy and momentum… because at Globoforce, we all understand that we’re part of something big.

    Our best practices and technology are at the heart of the world’s most successful worldwide recognition programs. Recently named Great Place to Work 2016, Digital Technology Company of the Year (Irish Software Association, 2015), as well as named one of the Top Places to Work in Massachusetts (Boston Globe, 2015), Globoforce continues to impact and transform the fundamental nature of organization’s cultures around the globe

    The Job

    Our Customer Success Team is responsible for ensuring our customers receive an outstanding customer experience and meet their business goals. Customer Success Managers and Coordinators work together with customers to enhance their overall experience with Globoforce and their employee recognition programs. They are committed to working with customers throughout the customer’s lifecycle and ensuring each one receives the maximum value from our solution.  We work with our customers to build relationships, learn about their businesses, and drive value based on our customers defined goals and objectives.  This is not simply a vendor relationship. We are true partners with our customers.

    The Customer Success Coordinator’s primary role is to assist the Customer Success Managers in delighting a set of pre-defined customer accounts.  The Coordinator will own and take responsibility for day to day customer activities such as assisting with preparation for strategic account reviews, addressing change requests as customer needs evolve, looking at customer data and sharing insights, tracking production issues and tending to other ad hoc customer requirements.

    This is an exciting opportunity for an individual is excited by Customer Success, relishes responsibility and is looking to join a fast-paced, high growth environment. 

    The ideal candidate will have experience delighting customers, owning projects and delivering against tight timelines, excellent attention to detail and great communication skills.
    The position will report to the Director of Customer Success, International.

    Responsibilities, Skills & Qualifications

    Main duties & responsibilities:

    • Maintain a detailed knowledge of Globoforce’s products and services
    • Detailed understanding of Global Strategic Recognition and best practices that deliver program success
    • Understanding of the Customer Success mission, goals and objectives including operational practices that ensure the delivery of Customer Success at Globoforce
    • Detailed knowledge of our proprietary Configuration Application tool and the processes to make changes to client programs using the application
    • Document and deliver client change requests
    • Document and track all production issues and bugs using Bugzilla
    • Provide follow up to the Customer Success Manager regarding bugs in progress
    • Ad hoc report generation for customers, where possible helping the customer understand how to use our self-service tools in the future for ease and efficiency
    • Request data from our internal data analyst for reports required to populate Account Review decks according to the outlined process for such requests
    • Create reports from internal applications to populate all areas of the Account Review deck
    • Complete Account Review decks for your designated accounts
    • Ad hoc administrative requirements as requested from your customer accounts


    Required skills and experience:

    • High energy and positive ‘can do’ attitude
    • Ability to perform comfortably in a fast-paced, high-intensity, deadline-oriented work environment
    • Comfortable communicating with customers with a professional approach
    • Exceptional oral and written communication skills required to document and communicate with internal and external resources
    • Strong organizational skills with exceptional attention to detail required to ensure accuracy and effective execution of all projects and tasks undertaken
    • Demonstrated project management skills
    • Ability to work independently as a self-starter
    • Comfortable working with technology applications
    • Comfortable working with data and generating/analyzing reports
    • Experience with website creation and administration a benefit


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