Market by Met Council and its network of community partners are revolutionizing how emergency food pantries are run by offering client choice via an online ordering platform (learn more here: https://www.metcouncil.org/kosher-food-network). Currently in use at 12 sites and 39 satellites throughout New York City, Market by Met Council gives pantry guests the agency to choose foods that are right for themselves and their families and the opportunity to access their preferred pantry with a minimum of delay or inconvenience.

We are seeking a Customer Success Coordinator who can support our existing and developing network with our e-commerce shopping platform on Salesforce. Combining both technical aptitude and a service/hospitality mentality, this role is a semi-public facing one that functions as a representative of both the Market brand and the larger Met Council organization.

Position Summary:

The Customer Success Coordinator will report to the Market Network Manager and will be responsible for providing support to pantries in the Market network. This includes:

1. Primary responsibility for monitoring communication channels for pantries in need of technical assistance or support with Market functions.
2. Responding to queries in real time, resolving support requests, and general ticket management.
3. Operating both with a team and alone on site at pantry locations to support launch days and partners’ adoption of Market.
4. Creating and managing an archive of support materials and program literature.
5. Ongoing maintenance and day-to-day administration of updates and changes within Market.

Principal Responsibilities:

• Connect with Market and Food Programs teams and with external partners by:
  • Participating in pantry site visits, taking notes, and compiling observations/insights to contribute to strategic planning.
  • Developing and nurturing positive relationships with pantries and agency partners.
  • Supporting the execution of individualized transition plans for new network members and their satellite sites, including informational sessions and technical curriculum delivery.
  • Periodically meeting with and visiting network partners to assess their use of the Market system, train members on new features, and strategize on how to effectively use the platform for critical service periods throughout the year.
  • Working closely with other departments such as Agency Relations to coordinate an approach to customer success that is collaborative and balances the needs of multiple stakeholders.
  • Maintaining constant communication with the Market admin team.

• The Customer Success Coordinator will work to address the on-going needs of the network members by:
  • Coordinating with network manager to monitor and respond to real-time technical support requests and communicate with network through established channels.
  • Managing and optimizing Salesforce platform to enhance efficiency and data integrity.
  • Trouble-shooting and problem-solving on behalf of Market partners and end users.
  • Customizing Salesforce dashboards and reports to support strategic initiatives.
  • Supporting the development and maintenance of program materials, including but not limited to training presentations, guides, and manuals
  • Performing routine system maintenance tasks and administering changes to the Market platform.
  • Collaborating with network manager to develop and deliver customized training sessions to empower users with Salesforce capabilities.
  • Nurturing a shared sense of community practice by empowering agency partners to support each other.
  • Soliciting feedback about the system and tracking the demand for future enhancements in response to user experiences.
  • Data entry and data analysis projects as needed.

• Serve as an ambassador for the network by:
  • Monitoring and reporting on network KPIs, trends, and events.
  • Upholding strategic messaging and communications priorities and exercising discretion in internal and external capacities.

• Additional responsibilities as required.

Competencies:

• Exceptional customer service skills (retail or hospitality experience a plus), patience, and the ability to work independently and on a team.
• A professional approach to working in an office environment and being the point of contact for customers/partners both inside and outside the organization.
• Excellent analytical and critical thinking skills and an appreciation for creative problem-solving.
• Exceptional time management and organization skills.
• Interest in public speaking, teaching, and presentation.
• Strong communication and presentation skills—both written and verbal.
• Experience with social support and government assistance programs is valued.
• Interest in and ability to interact with people of all backgrounds and different levels of technological fluency.

Skill and Education:

• Bachelor’s degree (preferred).
• Fluent in English (both written and verbal).
• Fluency in other languages a plus.
• Familiarity with Salesforce or similar e-commerce platforms (preferred).
• Strong knowledge of Office 365 and its applications.

Special Requirements:

Travel to agencies within the five boroughs of New York City.

Physical Demands:

1. Required Constantly: Walking, sitting, grasping, bending, stooping, squatting, computer input, finger dexterity and coordination of hand, eye, and foot.
2. Required Frequently: Standing and climbing stairs; carrying laptop & files (approx. 8-10 lbs.).
3. Required Occasionally: Reaching above the shoulder, and lifting 5-25 pounds, pushing, and pulling.

Compensation: $50,000 - $55,000 per year.

Benefits: Major medical, dental, vision and life insurance; pre-tax commuter benefits; FSA; 403(b) with employer contribution; plus generous vacation, sick leave and holidays.