BSIClient Success Coordinator
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Job Title: Client Success CoordinatorPurpose of the RoleThe Client Success Coordinator is responsible for ensuring the effective and efficient processing of all administrative requirements to support the successful delivery of the Client Success Team’s objectives.The role plays a key part in client retention, managing change requests relating to clients’ management systems and certification scope, supporting recertification processes, and ensuring client dissatisfaction cases are appropriately triaged and allocated.Working closely with colleagues across EMEA, the Coordinator ensures seamless collaboration and a consistently high-quality client experience.Key Responsibilities & AccountabilitiesOperations & Process Management• Deliver a consistently first-class service to both internal and external clients of the Client Success Team.• Collaborate proactively with colleagues across EMEA, including Client Success, Sales, Marketing and Delivery teams, to ensure smooth operational processes and aligned client support.• Allocate cases and workload effectively across the Client Success Team to support day-to-day operational delivery.• Create and manage opportunities within Salesforce to support retention and save activities.• Ensure accurate data entry and record management across systems including Salesforce (and SAP where applicable).Client Retention & Dissatisfaction Management• Act as the initial coordination point for client dissatisfaction cases.• Triage and assess dissatisfaction notifications, ensuring accurate logging and timely allocation to the appropriate Relationship Expert for resolution.• Monitor case progression to ensure timely handling and adherence to service standards.• Support retention activities by identifying potential risks and ensuring opportunities to retain clients are captured and tracked appropriately.Certification Changes & Client Support• Manage inbound enquiries from clients seeking changes to their existing certification, including scope extensions, standard additions, or amendments to support evolving business goals.• Allocate change requests to the relevant internal teams in line with operational processes.• Build and track associated opportunities in Salesforce to support visibility and commercial alignment.Knowledge, Skills & ExperienceEssential:• Previous experience in an administrative, coordination, or client support role.• Strong client service experience, ideally within a B2B or professional services environment.• Experience working cross-functionally with multiple stakeholders.• Excellent written and verbal communication skills.• Fluent in English.• High attention to detail and accuracy.Desirable:• Experience using Salesforce (including opportunity management).• Knowledge of SAP or similar ERP systems.• Additional European language skills.• Experience supporting EMEA or multi-region operational teams.
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About Us
BSI is a business improvement and standards company and for over a century BSI has been recognized for having a positive impact on organizations and society, building trust and enhancing lives. Today BSI partners with more than 77,500 clients in 195 countries and engages with a 15,000 strong global community of experts, industry and consumer groups, organizations and governments.Utilizing its extensive expertise in key industry sectors - including automotive, aerospace, built environment, food and retail, and healthcare - BSI delivers on its purpose by helping its clients fulfil theirs.Living by our core values of Client-Centricity, Agility, and Collaboration, BSI provides organizations with the confidence to grow by partnering with them to tackle society’s critical issues – from climate change to building trust in digital transformation and everything in between - to accelerate progress towards a better society and a sustainable world.
BSI is an Equal Opportunity Employer dedicated to fostering a diverse and inclusive workplace.