Client Success & Account Coordinator

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Benefits:

• Training & development
• Competitive salary
• Flexible schedule

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.

Compensation: $20.00 - $25.00 per hour


Our growth isn't measured in numbers, it's an investment in aligning with the best talent

If you have a background and skillset for IT and a determined mindset to overcome any obstacle, you'll enjoy being part of TeamLogic IT. Our team exhibits a deep-seated need to expand boundaries, flex know-how and resolve challenges with smart solutions. That's a good thing since technology is always advancing, creating an environment that's fast-paced and dynamic. When you work for a local office, you're part of a bigger entity that fosters team collaboration among hundreds of technicians across North America.
We're Committed to a People First Culture

Our philosophy is to support small- and medium-sized businesses across the country so they perform better, grow faster and achieve more. As a result, we are constantly providing our teams with the highest level of support, training and career advancement opportunities in an industry that is constantly evolving.

This franchise is independently owned and operated by a franchisee. Your application will go directly to the franchisee, and all hiring decisions will be made by the management of this franchisee. All inquiries about employment at this franchisee should be made directly to the franchise location, and not to TeamLogic IT Corporate.