Customer Relationship Coordinator

Description

Act as the strategic leader of the Customer Relationship initiative, bringing business, market, and target customer insights—along with a growth mindset—to Customer Success and Technical Support, ensuring that customer experience, retention, and expansion are directly aligned with UNEP strategies and the organization’s financial objectives. Feed UNEPs with data, insights, and market intelligence, translating ecosystem adoption into measurable business outcomes (ROI), supported by governance, predictability, scalability, and continuous innovation. **1\. Relationship Strategy and Business Vision** * Position the Customer Relationship initiative as a strategic growth pillar for the company—not merely a support operation. * Translate usage, satisfaction, churn, and expansion data into strategic inputs for UNEPs, supporting target customer profiling. * Serve as the structured voice of the target customer in executive decision-making. * Ensure alignment among customer expectations, value proposition, and business strategy. **2\. Integration with UNEPs and Executive Leadership** * Provide UNEPs with consistent analyses on: * Risk across the customer base; * Expansion opportunities; * Ecosystem alignment with market needs; * Target customer profile, behavior, and needs; * Support strategic decisions with scenarios, data, and actionable recommendations; * Act as a direct partner to UNEPs in market interpretation and portfolio evolution. **3\. Retention, Expansion, and Value** * Ensure sustainable retention and base growth focused on real value delivered to customers. * Design and lead risk management, churn mitigation, and strategic account recovery strategies. * Align Customer Success with revenue logic, supporting value-driven expansion (cross-sell/upsell). * Translate adoption into financial metrics (ROI, efficiency, conversion). **4\. Governance, Data, and Predictability** * Define and maintain robust governance for CS and Support operations. * Ensure predictability through KPIs, alerts, and management rituals. * Develop clear executive reports focused on impact, risk, and growth. * Transform complex data into clear narratives for executive decision-making. **5\. Technology, Automation, and Innovation** * Lead the evolution of the Customer Relationship function toward scale and efficiency using automation and AI. * Collaborate with Engineering and Product teams to implement and calibrate intelligent agents and self-service solutions. * Ensure technology serves as a business lever—not merely a cost reducer or point solution. **6\. People Leadership and Culture** * Lead supervisors and teams with emphasis on high performance, autonomy, and ownership. * Develop mid-level leaders and prepare successors. * Sustain a culture centered on the target customer, data-driven, and accountable for results. * Act as a multiplier of culture and values, encouraging continuous development. **7\. Governance and Executive Engagement** * Define and evolve strategic Customer Relationship playbooks. * Serve as the organization’s market reference and best-practice benchmark. * Remove structural and strategic impediments affecting the function. * Represent the Customer Relationship function in executive forums. **Education / Minimum Experience** * Bachelor’s degree in Administration, Engineering, Marketing, Economics, Communications, or related fields. * MBA or postgraduate degree in Management, CX, Business, or Strategy (preferred). * Proven experience in Customer Success, Customer Experience, or B2B Relationship Management. * Demonstrated experience leading teams strategically. * Track record in customer retention, expansion, and value delivery. **Technical Competencies** * Enterprise Account Portfolio Management. * Retention, Risk, and Churn Management. * Customer Success Governance. * Value Management and ROI. * Expansion (Cross-sell and Upsell). * Analytical Discipline and Data Storytelling. * Automation and AI Applied to Customer Relationships. * Cross-functional and UNEP Orchestration.