The opportunity
We are looking for a highly organized client-focused professional who can keep communication commitments renewals and follow-through from falling through the cracks. This role sits at the center of the client experience for a growing managed IT services company. The right person will bring calm structure to moving parts communicate confidently with business owners and decision-makers and make sure every issue has an owner and a next step.
This is not a technical support role and it is not a senior strategic Account Manager position. The Client Success & Account Coordinator owns coordination communication documentation and follow-through. Technical decisions remain with the technical team and executive or commercial decisions remain with company leadership.
What success looks like
Clients feel heard informed and confident that their concerns are being actively managed.
Complaints and service issues are acknowledged quickly documented clearly and followed through to confirmed resolution.
Client commitments quotes projects renewals and follow-up items do not get lost.
Contracts and account information are accurate and current in Autotask.
Leadership and technical teams receive complete organized information instead of fragmented client requests.
Potential retention risks are identified and escalated early.
Core responsibilities
Client communication and service recovery
Serve as the coordination point for client questions concerns and complaints.
Acknowledge concerns promptly listen carefully document the business impact and establish a clear next-update time.
Gather relevant facts from Autotask and the service team without attempting to diagnose technical issues independently.
Coordinate with the assigned technician and Technical Operations Manager then maintain client communication through resolution.
Confirm that the client is satisfied after resolution and document any additional commitments.
Escalate serious retention contractual financial security or reputational risks to the Owner.
Client success and account coordination
Conduct routine client check-ins and record feedback risks opportunities and follow-up actions.
Schedule and prepare Client Business Reviews assemble supporting information capture notes and track all resulting actions.
Maintain a clear view of client health open commitments satisfaction trends and relationship risks.
Track quotes recommendations approvals procurement items and project-related client communication.
Coordinate client onboarding and offboarding activities across internal teams.
Support proactive client visits communications and relationship-building activities.
Contracts renewals and Autotask administration
Maintain the contract-renewal calendar and begin the renewal process far enough in advance to avoid last-minute decisions.
Coordinate renewal preparation required updates approvals signatures and internal handoffs.
Review and audit Autotask contracts for correct services quantities pricing dates billing configuration and supporting documentation.
Ensure approved contract changes are entered accurately and communicated to the appropriate operations and billing owners.
Maintain complete organized client records meeting notes contact information and account documentation.
Executive and operational support
Prepare organized summaries agendas follow-up lists and client communications for the Owner.
Track delegated commitments and proactively follow up with internal and external stakeholders.
Help improve repeatable workflows checklists templates and documentation for client success activities.
Provide limited executive administrative support related to client account and operational priorities.
Qualifications
Three or more years of experience in client success account coordination service coordination customer operations or a comparable client-facing role.
Strong spoken and written English including the confidence to communicate with U.S. business owners executives and professional-services clients.
Demonstrated ability to remain calm empathetic and professional with frustrated clients.
Exceptional follow-through attention to detail organization and ownership.
Ability to coordinate across multiple people and priorities without losing commitments or deadlines.
Sound judgment about what can be handled independently and what requires escalation.
Comfort working in a remote environment with substantial overlap during Pacific Time business hours.
Proficiency with Microsoft 365 and business systems such as a CRM PSA ticketing or contract-management platform.
Preferred experience
Experience working for a managed service provider IT services company or other recurring-service business.
Hands-on experience with Autotask or a comparable professional services automation platform.
Experience coordinating QBRs/CBRs contract renewals client onboarding procurement or service escalations.
Experience supporting law firms accounting firms or other professional-services businesses.
Familiarity with managed IT and cybersecurity terminology without needing to be a technician.
Job Location:
Hourly Salary:
Posted:
Application Deadline:
Vacancies:
