Product Success Coordinator

At Xceleration, we design employee recognition and reward programs that truly connect people to their work. Our RewardStation® platform is used worldwide for everything from peer-to-peer recognition to service milestones, allowing companies to create experiences that reflect their values and reward employees in meaningful ways.

We’re proud to work across more than 90 countries, delivering solutions that adapt to different cultures and work environments.

Joining Xceleration means working with cutting-edge technology while being part of a team that values input and collaboration. Our environment is designed to help you grow, contribute, and see your efforts directly impact how companies engage and motivate their employees. If you’re looking for a space where your ideas can shape the future of workplace recognition, Xceleration is the place.

Xceleration is seeking a self-motivated, analytical, organized Product Success Coordinator to join our growing Client Solutions team. In this role, the Product Success Coordinator will partner with Account Managers and Client Partners to support both client-facing interactions and behind-the-scenes program management for our clients’ web-based incentive and recognition programs.

A successful candidate will be a consummate team player, an analytical thinker with a strong knowledge of web-based applications, and highly detail oriented, with polished and professional project management and communications skills. 

This role is Hybrid, our office is located in uptown Charlotte, NC. 

Primary Responsibilities:

Program administration – support internal and external clients (50%)

• Participate in client meetings and conference calls, prepare and distribute meeting agendas and document discussions as needed.  
• Document client requirements for updates to client reward programs, including reporting needs and technical enhancements. This is managed via Jira.
• Coordinate the point upload process with the finance team, ensuring accurate and timely updates for all clients.
• Manage creation and distribution of quarterly point statements
• Extract and segment recipient lists for distribution. 
• Manage HTML content and email distribution through Campaign Monitor
• Respond to client inquiries, including reporting requests, to support Client Solutions team.
• Provide insight and direction to the Customer Experience Team on inquiries from participants.
• Effectively communicate with clients and colleagues about account activity and work progress.

Technical administration – RewardStation User Experience (50%)

The online administrative interface to RewardStation is exclusively managed by Xceleration employees.  It provides a great deal of flexibility to create a tailored user experience for our clients, through data-driven site navigation and content. However, it can also be challenging to master. We are looking for a detail-oriented candidate who is eager to embrace this challenge, and willing to put in the time to become a “master user” of our back-end platform to provide the most efficient support for our clients.   Specific tasks include:

• Develop a firm understanding of RewardStation functionality for multiple audiences (users, people managers, program administrators)
• Learn to navigate the configuration options for standard application features.
• Work within RewardStation’s administrative functionality to process common updates to website creative, content and data rules.
• Perform basic technical tasks, such as updating configuration data in databases, uploading images/files to the cloud or servers, etc.
• Lead quality assurance (QA) testing for all functionality enhancements and client communications.
• Utilize Pendo to assess client website performance and improve the user experience (UX).

Desired skills and experience:

• 2-4 years’ experience in a detail-oriented, tactical position
• Ability to manage multiple projects simultaneously and accommodate shifting priorities. 
• Ability to learn quickly, work autonomously, and meet deadlines.
• Strong, dynamic interpersonal skills with the ability to communicate (both verbal and written) in a concise, clear, and compelling manner.
• Exceptional organizational and time management skills, with excellent follow-up
• Strong proficiency with Microsoft Office suite, including PowerPoint, Word and Excel (Intermediate Excel skill required).  HTML and MS Access experience are a plus.

Why Xceleration?

• Competitive pay, perks, and employee-first policies: company-paid holidays; Unlimited Discretionary Time Off (DTO); flexible scheduling opportunities
• Benefits include Medical, Dental, Vision, Life, Legal, Short/Long-term Disability, 401(k) & Retirement planning. 
• Open-door management and HR practices, transparent career advancement planning, and professional development opportunities
• Hybrid comfortable, casual work environment 
• Participate in the solutions you build! Our employees participate in Xcel!, our internal recognition program. You’ll use RewardStation® – our proprietary software – to give and receive points for a job well done. You can redeem your points in a catalog built just for our team, with exciting merchandise, gift cards, travel & experience options, and more! 

Xceleration is an Equal Opportunity Employer and we do not discriminate on the basis of actual or perceived race, color, national origin, ancestry, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), gender, gender identity, and gender expression, religious creed, disability (mental and physical) including HIV and AIDS, medical condition (cancer and genetic characteristics), genetic information, age, marital status, sexual orientation, military and veteran status, denial of family and medical care leave, or any other characteristic protected by federal, state or local law.