Client Experience Coordinator

Client Experience Coordinator

DocNetwork, through the CampDoc and SchoolDoc platforms, provides innovative health and safety solutions to a diverse group of organizations, which include traditional day and residential camps, YMCAs, JCCs, Girl Scouts, Boy Scouts, parks and recreation facilities, colleges and universities, and K-12 public, private, and charter schools.

Our suite of products integrate seamlessly to help ensure the health and safety of the participants for the organizations we serve.

Our team, headquartered in Ann Arbor, MI, is united by a shared commitment to getting curious about our clients, our teammates, our product, and ourselvesand to delivering beyond expectations by creating solutions where our customers, company, and community all win. We choose to stay mindful in how we show up each day and to communicate openly with clarity and respect, building trust across our teams. Above all, we believe great work happens when we build connectionswith one another and with those we servefostering a supportive, inclusive environment where collaboration and a shared mission drive our success.

With a full range of insurance benefits (Medical, Dental, Vision, Life, Short-term Disability & Pet) plus additional perks to boot (Flex PTO, Professional Development and Wellness Budgets, 401k with company match, Volunteer Time Off, and much more!) we think you'll love being a part of our team.

Title: Client Experience Coordinator

Status: Regular, Full-time

Location: Ann Arbor, MI (hybrid)

Starting Base Salary: $50,000 - $60,000 annually

We're looking for a Client Experience Specialist to deliver exceptional support to our customers and end-users, empowering them to use the CampDoc and SchoolDoc platform to its maximum potential. This role is designed for someone who enjoys variety: answering client and end-user questions during our busiest support months, helping configure client accounts during implementation season, and improving the resources our teams and customers rely on year-round.

You will be a key internal resource, collaborating with and supporting the Customer Support, Client Success, and Training teams in a fast-paced, tech-centric environment. The distribution of work shifts throughout the year based on client demand, requiring flexibility and strong prioritization skills. Success in this role requires managing active support queues and implementing custom-designed accounts to ensure responsiveness and continuity for our clients.

This role will report to the VP of Client Experience and work closely with the Customer Support Lead, Implementation Specialists, and Training Manager.

You may be a good fit for this role if:

• You thrive on helping others and resolving issues.
• You enjoy variety, excel at managing multiple deadlines and can prioritize tasks based on urgency and importance.
• You have a strong technical acumen and attention to detail.
• You can seamlessly shift between tasks, and you can jump from assisting a client over the phone to helping a teammate update an account behind the scenes, without missing a beat.
• You adapt easily to change. The rapid and unpredictable nature of a fast-growing tech company excites you.

Responsibilities

• Support the broader Client Experience team by flexing across Customer Support, Client Success and Training following the cyclical nature of our clients' needs.
• Offer friendly and responsive customer service and technical support via our Zendesk ticketing system (emails, chats, and phone calls).
• Triage, troubleshoot, and resolve client and end-user issues, ensuring a high-quality support experience.
• Partner with the Client Success team to configure and update client accounts to meet a variety of needs.
• Become a subject matter expert on the platform's functionality, configuration options, and best practices to support clients and end-users.
• Collect and share client feedback to inform strategic and continuous product improvements.
• Contribute to special projects for the Client Experience department as requested.

Required Skills and Experience

• Previous Customer Support or Implementation experience (in a SaaS company preferred)
• Strong verbal and written communication skills
• Exceptional customer service skills
• Excellent organizational and time management skills with a proven ability to manage multiple projects simultaneously and meet competing deadlines
• Exceptional flexibility and adaptability to pivot seamlessly between diverse tasks and teams in a fast-paced, evolving environment.
• Ability to maintain a high level of attention to detail while working on multiple customized accounts at once
• Tech-savvy with the appetite and aptitude to become an expert in our platform
• A problem-solving mindset and ability to triage customer issues towards resolution
• Proficient in Microsoft Excel and Google Workspace (Docs, Sheets, Drive, Gmail)

Excited? We can't wait to hear from you! If you like what you've seen so far, we feel compelled to boast that:

• We're 10x recipients of SPARK's FastTrack Award.
• We have an office dog named Munki. He is soft and little.
• Our office pantry is stocked with delicious snacks.
• We made our boss a Paper Plate Award that says "You're pretty cool" and it has frog stickers on it.

So throw your hat in the ring we'd love to meet you!

Originals Wanted

DocNetwork is invested in creating an open environment of mindfulness, originality, and collaboration where team members can bring their whole selves to work. We are proud to partner with our diverse client base, supporting each organization, and the individuals who make up their communities. We believe that our success depends on our commitment to these values.

DocNetwork has adopted inclusive hiring practices including standardized interview questions, bias-recognition training, and casting wider recruitment nets to ensure that all have a place in our mission.