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Key Responsibilities and Required Skills for Client Account Coordinator

💰 $45,000 - $65,000

Client ServicesAccount ManagementOperations

🎯 Role Definition

The Client Account Coordinator is the operational backbone of client-facing teams, responsible for onboarding, coordinating service delivery, tracking account health, and ensuring consistent, high-quality communication between clients and internal teams. This role blends account management, administrative precision, CRM hygiene, billing coordination, and proactive issue resolution to drive client satisfaction, retention, and scalable service execution.

Key keywords: Client Account Coordinator, client onboarding, account management, CRM maintenance, client retention, SLA compliance, billing coordination, reporting, cross-functional collaboration.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative or Customer Success Associate
  • Administrative Assistant or Executive Assistant
  • Sales Coordinator or Inside Sales Representative

Advancement To:

  • Account Manager / Senior Account Coordinator
  • Client Services Manager / Customer Success Manager
  • Account Director or Strategic Account Lead

Lateral Moves:

  • Project Coordinator / Project Manager
  • Operations Coordinator / Operations Analyst
  • Marketing Coordinator (client communications / campaign operations)

Core Responsibilities

Primary Functions

  • Serve as the primary day-to-day contact for assigned client accounts, managing routine communications, triaging requests, and ensuring timely responses that align with SLAs and client expectations.
  • Lead client onboarding activities: coordinate kickoff meetings, collect onboarding materials, set up accounts in CRM, document client preferences and service level requirements, and deliver an onboarding timeline to stakeholders.
  • Maintain accurate, up-to-date client records and contact information in the CRM (e.g., Salesforce, HubSpot), including notes from client calls, contract terms, renewal dates, billing information, and service history to enable seamless client service and forecasting.
  • Coordinate cross-functional teams (sales, operations, creative, technical, finance) to drive client deliverables and ensure milestones and deadlines are met; act as the project coordinator for daily operational tasks.
  • Manage scheduling and logistics for client meetings, status calls, reviews, and approvals, preparing agendas, taking meeting minutes, and circulating action items with owners and due dates.
  • Track account-level KPIs and SLAs—compile weekly/monthly performance reports for clients and internal stakeholders, identifying trends, service gaps, and opportunities for process improvement.
  • Support contract administration: prepare change orders, renewals, PO requests, and ensure contract requirements are captured in account systems and communicated to internal teams.
  • Coordinate invoicing and billing reconciliation with finance: verify invoiceable items, address client billing questions, follow up on outstanding payments, and maintain accurate billing records.
  • Assist in the preparation and delivery of client proposals, statements of work (SOWs), quotes, and scope documents, ensuring alignment with approved pricing and service commitments.
  • Manage client requests for ad-hoc reporting, data extracts, or performance summaries—gather requirements, validate the data, and deliver polished, client-ready reports.
  • Proactively monitor account health and client satisfaction signals (usage, campaign metrics, escalations) and escalate risks or opportunities to the account manager or client services lead.
  • Facilitate client escalations: document the issue, coordinate internal troubleshooting, own communication cadence with the client, and follow through to resolution.
  • Support account growth initiatives by identifying upsell opportunities, preparing supporting materials for the sales team, and coordinating outreach plans with account managers.
  • Enforce onboarding and offboarding checklists for clients and vendors, ensuring a complete handoff to operations and finalization of access rights, credentials, and documentation.
  • Ensure compliance with internal processes and external contractual obligations, including data handling, confidentiality requests, and vendor requirements.
  • Build and maintain a centralized knowledge base for recurring client questions, FAQs, templates, and playbooks to improve team efficiency and ensure consistent responses.
  • Conduct periodic account reviews with internal teams to align on performance, outstanding work, upcoming renewals, and resource allocation, documenting action plans and owners.
  • Audit and manage client deliverable queues (campaign assets, content approvals, creative requests) to minimize bottlenecks and reduce time-to-delivery.
  • Maintain and optimize internal workflow systems (project management tools such as Asana, Trello, Monday.com, or Jira) to track deliverables, dependencies, and workload balancing.
  • Coordinate and prepare materials for quarterly business reviews (QBRs) and regular client performance meetings, ensuring insights are clear, actionable, and tied to business outcomes.
  • Support marketing and retention programs (renewal campaigns, satisfaction surveys, reference requests) by executing outreach and tracking responses.
  • Assist with vendor management, ensuring third-party partners meet delivery expectations and that contractual and billing details are reconciled with client accounts.

Secondary Functions

  • Support ad-hoc client and internal data requests, working with analytics or business intelligence teams to produce timely, accurate data extracts.
  • Contribute to process improvement initiatives by documenting recurring workflows, identifying inefficiencies, and piloting automation or template solutions.
  • Maintain CRM data hygiene, lead periodic cleanup efforts, merge duplicates, and ensure that custom fields and pipelines reflect current business needs.
  • Participate in internal sprint planning and agile ceremonies for projects that impact client operations, representing account-level priorities and clarifying requirements.
  • Train and mentor junior coordinators or temporary staff on account processes, tool usage, and client communication standards.
  • Assist with RFP responses and internal resource planning to ensure proposals reflect realistic delivery timelines and operational capacity.
  • Maintain a repository of contract templates, SOW examples, and pricing guidelines to accelerate response times for client change requests.
  • Support ad-hoc client events coordination (webinars, onsite visits, workshops) including logistics, invitations, materials, and post-event follow-up.
  • Collaborate with product and engineering teams to relay client feature requests, document use cases, and validate acceptance criteria for beta releases.
  • Help maintain a high standard of quality control for outgoing client deliverables by performing checklist reviews and publishing pre-send approvals.

Required Skills & Competencies

Hard Skills (Technical)

  • Proficiency with CRM platforms (Salesforce, HubSpot, Microsoft Dynamics) — account setup, activity logging, opportunity tracking, and basic reporting.
  • Strong Excel and Google Sheets skills, including VLOOKUP, INDEX/MATCH, pivot tables, basic macros, and data-cleaning techniques for reconciling account records and invoices.
  • Experience with project management tools such as Asana, Trello, Monday.com, or Jira to track deliverables, dependencies, and resource assignments.
  • Familiarity with invoicing and billing processes, experience coordinating with finance teams, and understanding of purchase orders and SOW-based billing.
  • Ability to build and maintain client reports and dashboards (Google Data Studio, Tableau, Looker, or Excel-based reporting).
  • Working knowledge of common collaboration tools: Microsoft Office 365, Google Workspace, Slack, and Zoom/Teams for meeting and document management.
  • Experience using ticketing/customer support systems (Zendesk, Freshdesk) to triage and document client issues and SLAs.
  • Basic contract administration skills—preparing renewals, amendments, and tracking key dates and terms.
  • Experience with content and asset management systems or shared drives (Box, Dropbox, SharePoint) to organize deliverables and approvals.
  • Familiarity with marketing and campaign operations processes (campaign setup, creative asset routing, approval cycles) in agency or SaaS environments.

Soft Skills

  • Excellent written and verbal communication skills for clear client correspondence, internal coordination, and professional meeting facilitation.
  • Strong organizational skills and attention to detail—able to manage multiple client accounts simultaneously without missing deadlines.
  • Proactive problem solver who anticipates client needs, identifies risks early, and coordinates solutions across teams.
  • Client-centric mindset with empathy, patience, and the ability to manage difficult conversations and expectations.
  • Time management and prioritization skills, able to balance reactive requests with planned deliverables.
  • Collaboration and teamwork—capable of influencing peers and cross-functional stakeholders without formal authority.
  • Critical thinking and analytical ability to interpret account metrics and provide meaningful insights to clients and leadership.
  • Adaptability and resilience in fast-paced environments; comfortable with changing priorities and ambiguous requirements.
  • Negotiation and persuasion skills to support renewals, scope changes, and internal resource requests.
  • High ethical standards and discretion when handling confidential client data and contractual information.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent; strong administrative, communication, or client-facing experience.

Preferred Education:

  • Bachelor’s degree in Business Administration, Marketing, Communications, Finance, or a related field.

Relevant Fields of Study:

  • Business Administration
  • Marketing
  • Communications
  • Finance or Accounting
  • Hospitality / Service Management

Experience Requirements

Typical Experience Range:

  • 1–4 years of progressive experience in client services, account coordination, customer success, project coordination, or agency operations.

Preferred:

  • 2+ years in a client-facing role (agency, SaaS, professional services) with demonstrated experience managing multiple client accounts, CRM proficiency, and experience coordinating cross-functional delivery.
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