Client Success Coordinator

Job Description

Job Description

Description:

POSITION SUMMARY

The Client Success Coordinator (CSC) is on the Client Strategy Team and acts as the clients' advocate within Sourcepass. The CSC will work closely with other Sourcepass teams to quarterback client requests, manage client relationships, and help facilitate an experience that clients love. ?

RESPONSIBILITIES

• Schedule, conduct, and participate in Client Touch Base Meetings
• Prepare and deliver Client Business Reviews
• Perform initial data collection, prepare and present Strategic Technology Assessments.
• Publish meeting notes for Client Touch Base Meetings, Business Reviews, and Strategic Technology Assessments
• Build and maintain strong, long-lasting relationship with key client contacts
• Assist with client interaction and facilitating value-add experiences
• Collaborate with other Sourcepass functions to resolve client strategy inquiries
• Perform documentation updates within internal Sourcepass business systems
• Forecast and track key account metrics (e.g. quarterly revenue forecast and results)
• Raise red flags with regards to at risk clients

• 3+ years of work experience, working within a services business or as part of an internal IT department, preferably an MSP.
• IT Knowledge (knowledge of workstations, firewalls, switches, servers, wireless access points, Azure, etc)
• Strong Communication Skills – The CSC will act as a liaison between Sourcepass and their assigned clients. They will also coordinate with internal Sourcepass teams to facilitate client requests when serving as an escalation point. The CSC must have excellent written and verbal communication skills.
• Relationship Management – The CSC will monitor and manage client satisfaction; along with being responsible for building and maintaining a strong relationship. The CSC will raise red flags with regards to at risk clients.
• Time Management – The CSC will manage, prioritize and execute assigned client success tasks, initiatives, and tickets. The CSC will also be responsible for tracking their time.
• Professional and Service Oriented – The CSC will serve as a primary point of contact and an advocate for the client. ?