Digital Customer Success Coordinator

About the role

The Digital Customer Success Coordinator provides administrative support for Batesville's digital product portfolio — primarily Digital Showroom — across assigned customer segments. This role works directly underneath a Digital CS Specialist to absorb setup, configuration, and pricing administration tasks, freeing the Specialist to focus on adoption coaching, funeral home enablement, and embedding digital tools into arrangement workflows.

Responsibilities

• Digital Configuration & Setup:
  • Complete end-to-end Digital Showroom setup for assigned accounts including retail pricing, digital showrooms, and proofing.
  • Execute retail price updates in Digital Showroom upon request from Field AE, Inside Sales, or Specialist; confirm accuracy and document changes.
  • Coordinate and create retail price sign and price list orders; track order status and confirm delivery with the sales rep and funeral home.
  • Maintain a configuration tracker to log account setup status, pending changes, and completed actions for each funeral home within the assigned region.
• Intake Triage & Request Management:
  • Serve as the first point of contact for inbound Digital Showroom support requests routed from Field Account Executives, Inside AEs, Inside Sales, Product team or customer service.
  • Qualify and categorize incoming requests: resolve routine tasks independently, route complex adoption or training issues to the Specialist, and escalate technical failures to the appropriate team.
  • Communicate status updates to requesters — field reps, IAEs, and Specialists.
• Onboarding Support:
  • Support new account onboarding by completing setup steps ahead of the Specialist’s go-live coaching session; ensure the account is technically ready before the Specialist engages.
  • Prepare onboarding documentation and account-specific configuration notes to hand off to the Specialist prior to live enablement calls.
  • Follow up with funeral homes after go-live to confirm login access, image visibility, and pricing accuracy before closing the onboarding ticket.
• Data, Reporting & VOC:
  • Log adoption signals, setup completion milestones, and issue patterns in shared tracking tools; surface recurring themes to the Specialist weekly.
  • Capture and document Voice of Customer (VOC) feedback gathered during setup and support interactions; route feedback to Specialist for Product team synthesis.
• Collaboration & Process:
  • Partner closely with the Digital CS Specialist, Field AEs, IAEs, and Customer Service to ensure seamless handoffs and no customer falls through the cracks.
  • Contribute to the continuous improvement of setup playbooks, intake workflows, and configuration standards as the team scales.
  • Possibly partner with Product Team to provide feedback, support Admin module testing validation as applicable and understand roadmap within Admin Model to improve efficiency.

Requirements

• Associate’s degree or equivalent combination of education and experience preferred.
• High school diploma or GED required.
• 2+ years of experience in customer service, administrative support, or customer-facing operations role.
• Demonstrated attention to detail; comfortable working within structured processes and tracking tools.
• Proficiency with web-based platforms and willingness to learn Batesville digital tools including Digital Showroom and Batesville Connect.
• Strong written and verbal communication skills; able to communicate clearly with funeral home staff and internal partners.
• Comfortable managing a queue of concurrent tasks; able to prioritize and escalate appropriately.
• Experience with CRM tools, ticketing systems, or similar workflow platforms a plus.
• No prior funeral industry experience required; willingness to learn the context of the funeral home arrangement process is essential.

Benefits

• Comprehensive medical, dental and vision insurance, as well as prescription coverage.
• Short-term disability.
• Employee Assistance Program (EAP).
• Generous 401K Matching Program.
• Paid time off.
• Opportunities for development and advancement.