Customer Success Coordinator

Customer Success Coordinator

Location: Medford, MA (Office-Based)
Department: Customer Service / Administration
Reports To: Customer Success Manager

About Fire Equipment Inc. (FEI)

Fire Equipment Inc. (FEI) is a trusted leader in fire protection services across New England. With over 90 years of experience, FEI provides complete fire safety solutions—from design and installation to inspection, testing, and maintenance. Our team takes pride in delivering high-quality workmanship, technical expertise, and exceptional customer service.

As a third-generation, family-owned company, FEI understands that open communication with both employees and clients is critical. Employees and customers alike are considered part of the FEI family, united by our mission to provide total life safety solutions protecting lives, valuable assets, and property.

Position Summary

The Customer Success Coordinator plays an integral role in ensuring that all customer accounts are set up, maintained, and billed accurately within FEI’s Salesforce CRM system. This role is ideal for a detail-oriented professional who thrives in a fast-paced environment, demonstrates exceptional customer service, and enjoys cross-department collaboration.

The coordinator supports both internal teams and external customers, ensuring smooth communication, data accuracy, and timely processing of customer agreements, renewals, and work orders.

Key Responsibilities

• Maintain and update all customer profiles within Salesforce CRM , ensuring accuracy and timely entry.

• Review customer agreements for accuracy and follow up with the Sales team for clarification as needed.

• Release work orders after account setup or updates are complete.

• Process monthly customer renewals and contract billing invoices.

• Update accounts with upsells, service changes, or technician notes following completed work.

• Run inspection and performance reports for technicians, management, or customers as requested.

• Assist with collections, preventive maintenance billing, and other administrative support as needed.

• Collaborate with internal departments to ensure consistency and customer satisfaction across all service lines.

• Perform other related duties as assigned by management.

Qualifications

• High School Diploma or GED required; additional coursework or degree preferred.

• 1–3 years of related experience in customer support, administration, or CRM data management.

• Experience with Salesforce.com strongly preferred.

• Strong proficiency in Microsoft Office Suite (Excel, Word, Outlook).

• Excellent attention to detail and commitment to high-quality, accurate work.

• Strong interpersonal and communication skills; ability to build rapport and trust with customers and colleagues.

• Capable of managing multiple priorities and working effectively in a dynamic environment.

Competencies

• Adaptability: Responds positively to change and shifting priorities.

• Customer Service: Responds promptly and professionally to customer needs and requests.

• Organization: Plans and prioritizes effectively to meet deadlines.

• Problem Solving: Uses sound judgment to identify issues and propose solutions.

• Professionalism: Maintains composure and respect under pressure; follows through on commitments.

• Quality: Demonstrates thoroughness, accuracy, and continuous improvement mindset.

Compensation & Benefits

• Competitive pay based on experience.

• 401(k) with company match.

• Medical, dental, and vision insurance.

• Disability and life insurance packages.

• Paid vacation, holidays, and sick time.

• Opportunities for professional development and advancement.

Why Join FEI?

At Fire Equipment Inc., you’ll be part of a collaborative team that values accuracy, service excellence, and growth. We invest in our employees through training, mentorship, and development opportunities—because your success drives ours.

Work Location: On-site / In Person

Fire Equipment Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. EOE disability/veteran.