Customer Success Coordinator

at Puppet, Inc. London, UK

Hi, I’m Aleksandra Koniuch, Manager of Customer Success Coordination at Puppet.   

I’m looking for a Customer Success Coordinator to join our team and support the day-to-day operations of our Professional Services business and our overall Customer Success team. The Customer Success Coordinator will be an integral member of the team and will be responsible for scheduling consulting and training engagements, acting as the primary point of contact for our customers during scheduling, and providing operational support for projects within the Customer Success department

You will mainly support our Customer Success teams based in Australia and Asia; however, you will be part of our global Customer Success Operations team and assist our teams in the United States and Europe at times which will require working flexible hours between 7:00am and 6:00pm UK time.

Meaningful work you’ll contribute:

  • Schedule consulting and training engagements including partnering with Professional Services management to assign consultants to projects and being the primary point of contact for customers, delivery partners, and internal teams during the scheduling process. 

  • Oversee the Statement of Work review process for professional services engagements including ensuring the technical review is completed, performing the legal/financial review using established guidelines, and escalating to legal and business managers as needed.

  • Set up and maintain projects in our Professional Services Automation (PSA) tool to ensure current and accurate data for customer delivery records, billing, and revenue recognition.

  • Review and approve Professional Services timesheets, expense reports, and partner invoices.

  • Coordinate and track internal and service delivery partner consultant onboarding, ongoing training, and skills.

You are… 

  • Detail oriented.  You understand details matter and ensure a high-level of accuracy in your work.
  • Extremely well organised, with the ability to plan and prioritise a variety of different tasks.
  • Proactive and solution focused. You take ownership for getting the job done, seeking guidance when needed, and you get a strong sense of satisfaction from helping solve problems.
  • A team player. You enjoy working across teams and across geographies and collaborating with others.
  • A good communicator, with the ability to write, speak and present information effectively.
  • Able to work with ambiguity.  You work effectively in situations involving uncertainty or lack of information and respond flexibly to change.
  • Customer focused, anticipating and taking action to meet internal and external customers’ current and future needs.

Valuable experiences and skills you’ll bring to Puppet

  • Two years of project coordination and/or services engagement coordination experience or equivalent education
  • Strong interpersonal skills including ability to communicate clearly and professionally to both customers and internal staff
  • Task-oriented with a track record of strong time management and prioritization skills
  • High level of organization and ability to manage details
  • Ability to learn and become a super user of Salesforce (CRM), FinancialForce PSA, Learndot (LMS), and other tools
  • Proactive, high-energy team player that excels in a fast-paced, team environment
  • Ability to identify creative approaches or solutions to problems
  • Ability to work with minimal supervision/guidance

Bonus, but not required (shout about it in your application if you have experience):

  • Prior coordination of professional services 
  • Prior experience with SOW or contract administration/management
  • Experience with FinancialForce PSA or other professional services automation (PSA) tools
  • Experience with Salesforce
  • Previous experience working in a technical business environment preferred

About Puppet

Puppet’s core mission is to eliminate soul crushing work. We created the industry standard for managing infrastructure as code. And we didn’t stop there—our product portfolio has grown to help organizations automate across their entire software delivery lifecycle. With more than two-thirds of Fortune 100 companies using Puppet’s open source or commercial products, our code is helping power thousands of organizations across the world.

As the industry leader in DevOps solutions, we realize that our success is a collective effort; all made possible by the incredible people working here, our customers, partners, and Puppet community. Our culture is built on positivity, diversity, inclusivity and support—and we seek people who are resilient, entrepreneurial-minded, team players who continually strive to be incrementally better every single day. In our work together we aim to be curious, accountable, empathetic and, above all, collaborative. If this sounds like the environment you’d thrive in, why not say hello?

Learn more about Puppet by checking out the values we live by and the awesome benefits and perks we offer employees!

Puppet is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, veteran status, disability, or any other protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact +1-877-575-9775 for assistance.

 

PM16

An equal opportunity employer

Puppet is an equal opportunity employer and considers qualified applicants for employment without regard to race, color, religion, creed, sex, sexual orientation, gender identity, marital status, national origin, ancestry, age, veteran status, disability, or any other protected class.

If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact recruiter@puppet.com for assistance.

Staffing agencies: We do not accept unsolicited resumes. If you are not an approved Recruiting Partner and have not been approved to submit candidates for specific positions, we will not accept your submission. If you submit anyway, we will consider it a gift, free of charge! If you are interested in becoming an approved Recruiting Partner, please send an email request to recruiter@puppet.com.

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