Customer Success Coordinator

Trellis Group; United States; Remote; USD 65,000 - 75,000; Full time

Job summary

An innovative firm is seeking a Customer Success Coordinator to enhance customer experiences in a remote-first environment. This role involves managing sponsor relationships for events, ensuring successful execution of deliverables, and supporting digital product sponsorships. The ideal candidate will possess strong communication and organizational skills, thrive in a collaborative team, and be passionate about sustainability. Join a dedicated team committed to making a positive impact in the clean economy sector, where your contributions will help shape the future of business and technology.

Benefits

Full medical, dental, and vision benefits

Retirement savings options

Generous holiday schedule

Discretionary paid vacation time

Paid sick time

Two paid volunteer days per year

Reimbursement for home office expenses

Annual learning and development stipend

Employee stock option plan

Paid parental leave

Qualifications

• 1-3 years experience in customer service or related role.
• Demonstrated ability to be customer-centric and detail-oriented.

Responsibilities

• Manage relationships with sponsors for successful event participation.
• Coordinate digital product sponsorship programs including webinars.

Skills

Customer Service

Communication Skills

Organizational Skills

Detail-Oriented

Tech-Savvy

Education

Bachelor's Degree or Equivalent

Tools

WordPress

Salesforce

Airtable

Marketo

Broadstreet

Parse.ly

Job description

Customer Success Coordinator

Location: Remote (United States Location Only)

Minimum Required Experience: 1-3 years experience in a customer service role

Type: Full-Time

Annual Base Salary: $65,000 to $75,000

Commission: $10,000

Overall compensation (base salary + commission) for this role will be provided commensurate with years of experience and qualifications.

Company: Trellis Group (formerly GreenBiz) is a fast-growing media and events company that accelerates a just transition to a clean economy. Through events that galvanize, stories that amplify, and peer networks that bond, we define markets and advance opportunities at the intersection of business, technology, and sustainability. We are a passionate team of people that builds and empowers communities to confront the threats of climate change and solve the thorniest challenges of our time.

Position: Do you want to put your excellent communication, organizational, and customer service skills to work for a company that accelerates the business of sustainability? Do you excel in balancing multiple projects, and managing communications with external partners while maintaining excellent attention to detail? Do you enjoy working within a collaborative and enthusiastic team environment? If so, we invite you to apply for Trellis Group’s Customer Success Coordinator position. Reporting directly to a senior team member of the Trellis Customer Success team, this position will serve as a primary point of contact to customers to ensure the successful execution of events and digital product sponsorships.

Responsibilities

Assist with the production and delivery of sponsor deliverables at events:

1. Manage relationships with sponsors to ensure successful event participation and fulfillment of contract deliverables.
2. Build and manage healthy relationships with sponsors to nurture long-term partnerships and encourage renewals.
3. Provide ongoing pre-event support to sponsors by answering their questions over email and setting up calls as needed.
4. Manage the delivery of post-event sponsor deliverables.
5. Provide onsite, in-person support to sponsors by checking in with them before their sessions, helping with private event set-up and guest check-ins, answering exhibitor questions, and more.
6. Liaise with the Trellis operations team as well as external venue staff and vendors to coordinate sponsor expo booths, breakout sessions, private events, and more.
7. Coordinate the delivery of additional sponsor event benefits including onsite sponsor branding, sponsored sessions, video interviews, and more.
8. Execute additional pre/post-event contract deliverables as needed.
9. Support team members on sponsor admin tasks like scheduling calendar invites, adding sponsor products to event schedule, processing invites, etc.

Manage the production and delivery of digital product sponsorship programs including webinars, articles, research reports, white papers, newsletter ads, and online ads:

1. Manage project timelines, deliverables, reports, and communications with internal/external stakeholders.
2. Oversee the delivery of sponsored webinars including prep calls, promotional materials, day-of execution, and post-webinar follow up.
3. Collaborate with sponsors, internal teams and freelance writers to develop, publish, and promote sponsored articles.
4. Communicate with sponsors and internal team members to schedule and run newsletter ads and online ads.
5. Leverage systems and technology platforms including: CMS (WordPress), Broadstreet, Parse.ly, Marketo, Salesforce, Airtable and more.
6. Execute additional digital product tasks as needed.
7. Support team members on digital product admin tasks.

Requirements

1. 1-3 years experience in customer service, event planning, digital media, marketing, or related role.
2. Demonstrated ability to be customer-centric, detail-oriented, tech-savvy, and possess excellent verbal and written communication skills.
3. Interest in working with clients to understand their goals and consistently meet or exceed them.
4. Highly organized, process-oriented, resourceful, and collaborative while balancing multiple priorities.
5. Take direction and seek input in a matrixed environment while being a team player.
6. Travel to Trellis conferences (2-3 times per year).
7. BA or equivalent preferred.

Preferred but not required:

1. Experience with WordPress, Broadstreet, Parse.ly, Marketo, Salesforce, or Airtable is a plus.
2. Passionate about event operations and sustainability is a plus.

Research shows that some underrepresented groups only apply if they meet 100% of the qualifications. Interested in the role but not sure if you meet all the criteria? We encourage you to apply anyway! We are committed to building an inclusive and diverse team, and care not only about the skills you have today but also the skills you'll develop tomorrow.

About Trellis Group: At Trellis, we believe great work can be done anywhere, at any time. We support our teammates in deciding where and how they work best, celebrating a remote-first culture that is collaborative, hardworking, and fun. We live by our values and are committed to our mission of accelerating a just transition to a clean economy—and we strongly believe that a diverse team made up of varied skills, backgrounds, and lived experiences offers us the best chance at accomplishing that.

We offer a competitive employee benefits package including:

1. Full medical, dental, and vision benefits.
2. Retirement savings options.
3. Generous holiday schedule.
4. Discretionary paid vacation time.
5. Paid sick time.
6. Two paid volunteer days per year.
7. Reimbursement for home office expenses.
8. Annual learning and development stipend.
9. Employee stock option plan.
10. Paid parental leave.

Our values:

1. Innovation: We embrace technology to maximize the impact of our work.
2. Collaboration: We work together to leverage our respective strengths and common goals, partnering with companies, organizations, governments.
3. Diversity: We foster belonging and inclusion, recognizing that, as in nature, there is strength in diversity.
4. Agility: We push ourselves and our communities to move quickly, ambitiously and gracefully.
5. Trust: We embrace servant leadership to build confidence in our company and our communities through excellence, transparency and integrity.

Equal Employment Opportunity: Trellis Group values a diverse workplace and strongly encourages women, people of color, LGBTQIA+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply. Trellis Group is an equal opportunity employer. Applicants will not be discriminated against because of race, color, sex, sexual orientation, gender identity or expression, age, religion, national origin, disability, ancestry, marital status, veteran status, medical condition or any protected category prohibited by local, state or federal laws.