Customer Success Coordinator

About Niche

We believe people’s lives are made better by having the right resources to inform their biggest life decisions. Niche is the best place to research U.S. colleges, schools, neighborhoods, and companies. Every month, millions of people use our easy-to-read and comprehensive report cards, rankings, and reviews to choose the schools, neighborhoods, and companies that are right for them.

Niche is all about finding where you fit in and that mission inspires how we operate every day. On top of that, we want Niche to be a place where people truly enjoy working.

About the Role

The Customer Success Coordinator - Sales will be responsible for a variety of projects that support our Sales, Product, Data, and Marketing teams on a daily basis. You’ll be tasked with a wide range of projects - big and small, exciting and mundane - whatever it takes to make our product better and keep customers happy. From processing data updates to answering client inquiries to conducting research, you will play a critical role both internally and externally. This position will work closely with Sales, Product, Data, and Marketing to ensure our customers are well-supported.

During the 1st Month:

  • Learn our site, user and client behavior, and product offerings so you can communicate effectively to internal and external stakeholders
  • Study the industry and learn about our competitors
  • Shadow other members of the Customer Success - Sales team
  • Begin attending all meetings pertaining to the Customer Success - Sales team
  • Work with team to learn operational processes
  • Begin training in SalesForce and Zendesk

Within 3 Months: 

  • Support our Sales organization by processing claim requests from potential clients, login credential requests, premium inquiries and data updates as part of your day to day
  • Gain knowledge base of data sources,  data collection, and publication policies
  • Learn about Niche rankings and grades

Within 6 Months: 

  • Display deep understanding of data sources, collection, and publication policies
  • Continue studying Niche rankings and grades
  • Show mastery of claim and data update processes
  • Field inbound customer  inquiries in a timely and thorough manner via email displaying excellent writing skills and professionalism
  • Provide front-line technical support to clients, escalating technical issues to the appropriate internal parties as needed

Within 12 Months: 

  • Remove friction points in the product for clients
  • Analyze client data and identify opportunities to enhance the client  experience and work with internal stakeholders to advance these initiatives
  • Hold product demonstrations for customers as needed
  • Evaluate and improve tutorials/articles within Zendesk Knowledge Management Center
  • Handle more difficult/open-ended client inquiries requiring research and thoughtfully written responses

What We Are Looking For

  • Bachelor’s degree in any field
  • Relentless work ethic - eager to solve one problem and move on to the next
  • Able to balance being very attentive to detail while also working quickly
  • Must have hands-on experience with Excel, Google Sheets, or a similar spreadsheet tool
  • Fearless and thick-skinned. Must be able to calmly field inquiries from upset customers
  • Ability to thrive in a fast-paced, team-oriented environment
  • Superior critical thinking, research, and writing skills

Preferred Experience

  • Familiarity with Salesforce or other CRM systems
  • Experience using Zendesk
  • Prior experience in Customer Success, Consulting, Account Management, Customer Service or other client facing role a plus

Why Niche?

  • Full time, salaried position with competitive compensation
  • Comprehensive health plan, including vision and dental, provided at no cost to the employee
  • 20 PTO days, 10 Paid Holidays and 3 Volunteer Days Off per year
  • Parental leave
  • Stock options and SIMPLE IRA
  • Your ideas and work will make an immediate impact on our company and millions of users

Niche will only employ those who are legally authorized to work in the United States without sponsorship now or in the future for this opening.

Candidates only.  No recruiters or agencies, please. All of our open positions are located in our Pittsburgh, PA office. Sorry, we do not offer relocation assistance.

Niche is an equal opportunity employer committed to fostering an inclusive, innovative environment with the best employees. Therefore, we provide employment opportunities without regard to age, race, color, ancestry, national origin, religion, disability, sex, gender identity or expression, sexual orientation, or any other protected status in accordance with applicable law.

If there are preparations we can make to help ensure you have a comfortable and positive interview experience, please let us know.

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Working at Niche

Niche is a small team based in Pittsburgh, Pennsylvania. We’re a unique blend of data scientists, engineers, parents, and “yinzers” who are looking for exceptional talent to grow our company. Read more about Niche and check out our team page.

We believe people’s lives are made better by having the right resources to inform their biggest life decisions. Your ideas and work will make an immediate impact on our company and millions of users.

Our Excellent Benefits