CUSTOMER SUCCESS COORDINATOR

Audit Scheduling & Coordination

• Coordinate and schedule audits for clients based on auditor availability, client preferences, certification deadlines, and audit cycle timelines.
• Maintain audit calendars and ensure efficient routing of auditors to minimize travel and optimize scheduling.
• Communicate with clients and auditors to confirm audit dates, required documentation, and pre-audit instructions.
• Cross-train across programs and scheduling responsibilities to reduce silos, improve coverage during absences, improve planning efficiencies, and prevent backlogs.

Application, Quote & Scheme Validation

• Review applications and supporting information received from Sales to confirm completeness, consistency, and alignment with the requested service, applicable scheme/program, and standardized scope requirements.
• Vet and validate key scope details, including facility location, activities, products, processes, modules, and exclusions, ensuring the proposed scope is appropriate and supportable before scheduling.
• Manage application updates and revisions throughout the service process, ensuring changes are accurately documented, reflected in the appropriate systems and records, and communicated to impacted teams.
• Identify missing, conflicting, or non-standard information and coordinate with Sales, the customer, or appropriate internal teams to resolve issues before work proceeds, escalating items requiring technical or management determination.
• Maintain alignment between the application, quote, confirmation, and scheduled service, helping prevent scope discrepancies, rework, and customer intake issues.

Client & Auditor Communication

• Serve as a key point of contact for clients regarding scheduling inquiries, changes, confirmations, and basic process questions.
• Coordinate directly with auditors to manage availability, travel arrangements, audit assignments, and last-minute changes.
• Ensure clear communication of expectations, timelines, any special client needs, and required documentation.

Post-Service Customer Follow-Up

• Conduct follow-up calls and emails after the client’s audit or service is completed.
• Identify potential client needs for training, consulting, CAPA support, additional services, or future audit bookings during post-service follow-up.
• Route qualified leads to Sales using the designated process, including client name, service received, stated need, timing, and any relevant notes.
• Sales remains responsible for follow-up, proposal development, and closing the opportunity.
• Participate in the approved lead incentive model when a qualified coordinator-sourced lead is closed by Sales, subject to plan terms.
  
  
  
  

Documentation & Systems Management

• Input and update audit details in internal systems and other designated platforms.
• Track audit milestones, due dates, post-service follow-ups, lead submissions, and future audit scheduling activity.
• Generate reports related to scheduling activity, auditor utilization, follow-up completion, qualified leads, closed revenue from coordinator-sourced leads, and audits scheduled one year in advance.