Digital Customer Success Coordinator

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.

About the role

• Provides administrative support for Batesville’s digital product portfolio—primarily Digital Showroom—across assigned customer segments.
• Works directly underneath a Digital CS Specialist to absorb setup, configuration, and pricing administration tasks.
• Freezes 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.
  • Manage a shared inbox or ticketing queue (as applicable) ensuring requests are acknowledged and resolved or routed within agreed SLAs.
  • 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:
  • Closely partner 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.
  • Partner with Product Team to provide feedback, support Admin module testing validation as applicable and understand roadmap within Admin Model to improve efficiency.

What You’ll Do

See above under Responsibilities.

Qualifications

• 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.

Physical Requirements

• To perform this job successfully, the employee is regularly required to sit, stand, walk, use hands to handle and feel, reach with hands and arms, talk, and hear.
• The employee may occasionally be required to crouch, or lift items as heavy as 25 lbs.
• This job may require the employee to see with clarity at both near and far distances.

Travel

• Associate must be able to travel 5% of the time.

Disclaimer

Nothing in this job description restricts management's right to assign duties and responsibilities to this job at any time.