Client Services Specialist

Job Description

Job Description

JOB SUMMARY

Our clients hired Cybernautic so their website would be one less thing to worry about. When they have a question, a change request, or a problem with their website, email, or hosting, they want one person who picks it up and owns it until it's done. Nobody should have to wonder whether their request landed. That's this role, and it's how Cybernautic delivers on our promise: The Web Made Easy®.

That's where you come in. As a Client Services Coordinator, you'll be the bridge between our clients and the people who build things. Before a site launches, you'll help drive the project to the finish line: gathering content, reviewing designs against the site outline, loading pages, and testing what gets built. After launch, you'll own the support relationship, understanding what a client actually needs, turning it into a clear and well-documented request, routing it to the right person, and keeping the client informed the whole way.

You won't do this alone. You'll work in FreshDesk, Asana, HubSpot, OneDrive, and Microsoft Teams, alongside our Technical Support Specialist, who handles deep troubleshooting and code-level fixes so you can stay focused on clients and coordination. You'll take project direction from our Project Managers and report to the CEO.

You'll also help decide what's in scope. Some requests are covered by a client's service agreement, some are billable, and some are work we simply don't sell. Knowing the difference, quoting the small stuff, and telling a client plainly when something is out of reach is a real part of the job, and nobody expects you to know where every line falls on day one.

This is an in-office role in Bloomington-Normal, IL. If you like keeping a lot of plates spinning at once, stay friendly under pressure, and get real satisfaction from work that's finished rather than almost finished, this one was built for you. Do this job well and clients stop worrying about their website, projects land when we said they would, and easy stops being a tagline and starts being the experience.

WHAT YOU'LL DO

Client Communication & Relationship Management

• Serve as the primary point of contact for assigned clients throughout their projects and after launch
• Work with clients by telephone, email, FreshDesk, and Microsoft Teams
• Set clear expectations on timing and scope, and keep clients posted while work is in progress
• Explain technical concepts to non-technical clients in plain language
• Stay current on what Cybernautic actually offers so clients get accurate answers

Tickets & Requests

• Own the full ticket lifecycle: opening, assigning, monitoring, escalating, and resolving
• Keep accurate records of client interactions, inquiries, complaints, and actions taken
• Document, research, and coordinate resolution of client-reported issues
• Review completed work from the client's perspective before closing a ticket
• Acknowledge new requests the same business day, and keep clients updated until the request is closed

Project Coordination

• Support website projects from kickoff through launch, working at the direction of the assigned Project Manager
• Set up new projects from approved templates, build project folders, and upload and link handoff documents such as site outlines and redirect lists
• Create and maintain the Content Delivery Plan covering the assets a launch depends on, including logos, images, and domain information
• Send the plan and shared folder access to clients, distribute data collection forms, and follow up on outstanding content
• Review homepage and interior page designs against the site outline, request revisions from designers, and coordinate review meetings
• Load approved content into the website, click through it to make sure everything works, and note anything that needs fixing with a quick screenshot or recording
• Confirm target launch dates, update production queues, and record official launch dates
• Join weekly web marketing meetings and help maintain project priority lists

Scope, Billing, & Records

• Evaluate each incoming request against the client's service agreement to determine the right path: standard support, billable update, marketing work, or project work
• Recognize when a request falls outside what Cybernautic sells or can deliver, and route it accordingly
• Share our hourly rates for small out-of-scope updates, and pass addendums and new proposals to the sales team
• Keep the content updates record current so quarterly billing is accurate, flagging anything you're unsure how to classify

Working With the Team

• Coordinate daily with the Technical Support Specialist on ticket triage, priority, and status
• Route technical requests to the right internal resource based on the nature and complexity of the request
• Coordinate work across design, development, marketing, and project management so requests land accurately and on schedule
• Deliver CMS training to website administrators
• Help build and keep support articles, how-to guides, and internal procedures current, and flag anything that's gone stale

WHAT WE'RE LOOKING FOR

You'll need:

• Three or more years of client-facing support, account coordination, or account management experience, including at least one year owning client relationships directly
• Excellent written and verbal communication, including the ability to explain technical concepts to non-technical clients in writing, by telephone, or in person
• Strong organizational skills, with the ability to juggle several client priorities and deadlines at once without losing track of a request
• The ability to stay calm, friendly, and solution-focused under pressure
• Working knowledge of help desk ticketing and project management software
• Working knowledge of Microsoft Office, including Word, Outlook, and Excel
• Working knowledge of file-sharing platforms such as Box and OneDrive
• Comfort using AI tools to improve communication, organization, and workflow efficiency
• Comfort using a client's service agreement as your guide to whether a request is covered, billable, or worth escalating
• High school diploma or equivalent

You'll stand out if you ha ve:

• Experience in a website, marketing, or creative agency environment
• Experience with FreshDesk and Asana
• Experience administering or supporting a content management system
• Familiarity with basic HTML and CSS, enough to recognize and describe simple content or formatting issues
• Comfort looking at Google Analytics or Google Search Console reports
• Any exposure to pay-per-click advertising, on-site SEO, or Google Business Profile management
• Experience coordinating the work of contract or offshore support staff
• An associate or bachelor's degree in business, communication, marketing, or a related field

LEVEL & COMPENSATION

We're hiring at the Associate level, and the salary range is $45,000 to $55,000. Placement within the range is dependent upon experience and qualifications. Moving from Associate to Senior is a real path we review as you take on more. Employees are also eligible for a discretionary annual bonus. This position is non-exempt and eligible for overtime.

BENEFITS

• An inspiring workspace: espresso bar, stocked break area, natural light, and common areas for when you need a change of scenery
• Meaningful work in a people-first, in-office culture
• Competitive compensation
• Health insurance with 70% employer contribution for employees
• Retirement savings with a 3% employer match
• Paid Time Off: major holidays, 15 paid days off, and 5 sick days, increasing to 20 paid days off after 5 years

MORE ABOUT CYBERNAUTIC

Cybernautic designs, develops, and manages the most thrilling and effective web experiences for businesses and organizations of all sizes. We’re a tight-knit team in Bloomington-Normal, IL. We believe hard work, creativity, and innovation move businesses forward, and that the web is one of the most powerful tools for making that happen. We’re investing in AI not to replace great work, but to amplify it.

We’re looking for someone who shares that vision and wants to help shape what that looks like for our clients and our team. We know what we need and we’re passionate about finding the right fit. If this sounds like you, we’d love to meet you.

Cybernautic designs, develops, and manages the most thrilling and effective web experiences for businesses and organizations of all sizes. We're a tight-knit team in Bloomington-Normal, IL. We believe hard work, creativity, and innovation move businesses forward – and that the web is one of the most powerful tools for making that happen. We're investing in AI not to replace great work, but to amplify it.

We're looking for someone who shares that vision and wants to help shape what that looks like for our clients and our team. We know what we need and we're passionate about finding the right fit. If this sounds like you, we'd love to meet you.

Company Description

Cybernautic designs, develops, and manages the most thrilling and effective web experiences for businesses and organizations of all sizes. We're a tight-knit team in Bloomington-Normal, IL. We believe hard work, creativity, and innovation move businesses forward – and that the web is one of the most powerful tools for making that happen. We're investing in AI not to replace great work, but to amplify it.\r\n\r\nWe're looking for someone who shares that vision and wants to help shape what that looks like for our clients and our team. We know what we need and we're passionate about finding the right fit. If this sounds like you, we'd love to meet you.