Note: The job is a remote job and is open to candidates in USA. Batesville is a recognized leader in the death care industry in North America, committed to helping families honor the lives of those they love. The Digital Customer Success Coordinator provides administrative support for the digital product portfolio, ensuring effective setup and support for funeral homes using Batesville's digital tools.
Responsibilities
- 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
- Digital Showroom display issues (e.g., missing images, incorrect pricing visibility) and resolve or escalate to Specialist with documented findings
- 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
- 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
- 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
- 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
- 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
- Partner with Product Team to provide feedback, support Admin module testing validation as applicable and understand roadmap within Admin Model to improve efficiency
- Other duties as assigned
Skills
- 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
- No prior funeral industry experience required; willingness to learn the context of the funeral home arrangement process is essential
- Associate's degree or equivalent combination of education and experience preferred
- Experience with CRM tools, ticketing systems, or similar workflow platforms a plus
Benefits
- IMMEDIATE ELIGIBILITY – Comprehensive medical, dental and vision insurance, as well as prescription coverage, short-term disability, Employee Assistance Program (EAP), and more.
- Generous 401K Matching Program
- Paid time off
- Opportunities for development and advancement
Company Overview