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Key Responsibilities and Required Skills for Client Services Coordinator

💰 $ - $

🎯 Role Definition

The Client Services Coordinator is the frontline operational partner for client-facing teams, responsible for onboarding new clients, coordinating day-to-day service delivery, maintaining accurate client records, and ensuring service-level agreements (SLAs) are met. This role requires strong communication, superior organizational skills, CRM proficiency, and the ability to proactively resolve client issues while supporting sales, account management, and operations. The Client Services Coordinator acts as a consistent point of contact for clients and internal stakeholders to guarantee timely, accurate, and high-quality client experiences.

📈 Career Progression

Typical Career Path

Entry Point From:

  • Customer Service Representative with 1–2 years client-facing experience
  • Administrative Assistant or Office Coordinator with strong organizational skills
  • Account Coordinator or Junior Project Coordinator supporting account teams

Advancement To:

  • Senior Client Services Coordinator
  • Account Manager / Client Success Manager
  • Client Services Supervisor or Team Lead
  • Client Services Manager → Director of Client Services / Head of Client Experience

Lateral Moves:

  • Project Coordinator
  • Sales Support Specialist or Sales Operations Coordinator
  • Marketing Coordinator (client-facing programs)

Core Responsibilities

Primary Functions

  • Serve as the primary operational contact for assigned clients by managing daily communications, coordinating requests across internal teams, and ensuring client questions and service requests are resolved within established SLAs.
  • Lead the client onboarding process from contract signed to live service, including project kickoff coordination, collecting onboarding requirements, configuring client accounts in the CRM, and documenting client preferences and technical details.
  • Maintain up-to-date, accurate client records in CRM and internal systems (e.g., Salesforce, HubSpot, Zendesk), including contact information, engagement history, contracts, billing terms, and special instructions.
  • Prepare and distribute weekly and monthly client status reports that summarize deliverables, open issues, upcoming milestones, and performance against KPIs to both clients and internal stakeholders.
  • Coordinate cross-functional teams (sales, operations, technical, billing, marketing) to deliver client deliverables on time, assigning tasks, tracking progress, and following up to remove roadblocks.
  • Manage day-to-day scheduling for client meetings, quarterly business reviews (QBRs), product demos and training sessions, ensuring agendas, materials and action items are prepared and shared in advance.
  • Monitor service-level agreements and escalation paths; proactively identify potential SLA breaches, escalate complex issues to managers or technical teams, and communicate remediation plans to clients.
  • Process and track client invoices, purchase orders, billing disputes and renewals in coordination with finance; follow billing procedures to ensure timely invoicing and resolution of financial discrepancies.
  • Triage and prioritize incoming client requests using ticketing systems; log, categorize, and assign tickets, and maintain timely follow-up until resolution, providing clear status updates to clients.
  • Serve as the client advocate internally by collecting feedback, capturing pain points, and driving continuous improvement initiatives to enhance service quality and client satisfaction.
  • Draft, edit and maintain client-facing templates and documentation (SOWs, proposals, onboarding checklists, training guides, FAQs) to create consistency in service delivery and reduce time-to-value for new clients.
  • Support contract renewals and basic upsell activities by flagging renewal dates, preparing renewal materials, and coordinating with account executives to ensure smooth handoffs.
  • Conduct routine quality assurance checks on client deliverables before delivery, ensuring compliance with client requirements, brand standards and internal quality checklists.
  • Assist in coordinating client satisfaction surveys (NPS/CSAT), compile results, analyze trends and prepare executive summaries with recommended action plans to improve client retention.
  • Provide basic technical troubleshooting and first-line support for client issues by reproducing issues, documenting steps and coordinating escalation to product/engineering as needed.
  • Maintain knowledge of product, services and pricing to answer routine client questions and route requests to subject-matter experts where necessary.
  • Track and report on client health metrics and KPIs (renewal likelihood, response times, ticket volume, SLA compliance) and use these metrics to drive proactive outreach and retention activities.
  • Manage confidential client data with strict attention to privacy and compliance policies, ensuring data access is logged and only granted as required.
  • Coordinate logistics for client events and onsite visits, including travel arrangements, room bookings, agendas and materials, ensuring a professional client experience.
  • Facilitate internal team handoffs and ensure continuity during staff changes by preparing comprehensive transition documents and training successors on client history and expectations.
  • Escalate and resolve billing, contract, or service disputes by gathering supporting documentation, coordinating stakeholder review, and tracking resolution milestones to closure.
  • Provide weekly summaries to account leads highlighting outstanding tasks, escalations, and potential risks to client relationships, enabling proactive account management.

Secondary Functions

  • Support business development by preparing RFP/RFI responses, compiling client case studies and contributing to proposal decks as needed.
  • Assist marketing and product teams with client references, testimonials and beta program coordination to support product launches and customer advocacy programs.
  • Participate in process improvement initiatives, documenting current workflows and recommending automation, template or tech-stack changes to improve team efficiency.
  • Serve as backup support for other client services roles during peak periods or staff absences, ensuring uninterrupted service delivery.
  • Create and maintain internal knowledge base articles and training materials for new hires and cross-functional teams to reduce onboarding time and increase service consistency.
  • Provide ad-hoc reporting and exploratory data analysis to help account teams understand usage patterns, adoption, and opportunities for product engagement.
  • Participate in sprint planning and agile ceremonies when interacting with product/engineering teams to ensure client priorities are reflected in development backlogs.
  • Conduct periodic audits of client data and account configurations to identify discrepancies and coordinate corrective actions with technical teams.

Required Skills & Competencies

Hard Skills (Technical)

  • CRM proficiency (Salesforce, HubSpot, Zoho CRM) — managing accounts, logging activities, and generating reports.
  • Experience with ticketing and customer support platforms (Zendesk, Freshdesk, ServiceNow).
  • Advanced Microsoft Office skills — Excel (pivot tables, VLOOKUP/XLOOKUP, basic formulas) and PowerPoint for client reporting and presentations.
  • Familiarity with Google Workspace (Sheets, Docs, Calendar) for collaboration, scheduling, and shared document management.
  • Basic financial processes knowledge: invoicing, purchase orders, billing reconciliation and contract renewals.
  • Experience creating and maintaining client-facing documentation (SOWs, onboarding checklists, training guides).
  • Ability to create and automate recurring reports and dashboards in BI or reporting tools (Looker, Tableau, Power BI, or native CRM dashboards).
  • Experience with scheduling and calendar coordination tools (Outlook, Calendly) and virtual meeting platforms (Zoom, Teams).
  • Basic data analysis skills — extracting, cleaning and interpreting client usage or performance data to identify trends.
  • Familiarity with SLA management and ticket prioritization frameworks.
  • Knowledge of GDPR/CCPA or other relevant data privacy and compliance basics for handling client information.
  • Able to use project management tools (Asana, Jira, Trello, Monday.com) to track tasks and client deliverables.

Soft Skills

  • Exceptional written and verbal communication skills tailored to both client and internal stakeholders.
  • Strong organizational skills with an acute attention to detail and the ability to manage many concurrent tasks.
  • Proactive problem-solving mindset with the ability to anticipate client needs and escalate appropriately.
  • Client-first attitude with demonstrated ability to build trust and long-term relationships.
  • Time management and prioritization skills under tight deadlines and changing priorities.
  • Empathy and emotional intelligence when handling sensitive client issues or escalations.
  • Team player who collaborates cross-functionally and helps remove blockers for others.
  • Adaptability and resilience in fast-paced, growth-oriented environments.
  • Strong follow-through and accountability for assigned tasks and commitments.
  • Negotiation and conflict-resolution skills to de-escalate disputes and find mutually acceptable solutions.
  • Continuous improvement mindset—willingness to suggest process or tooling changes to increase efficiency.

Education & Experience

Educational Background

Minimum Education:

  • High school diploma or equivalent; relevant experience in client-facing roles may substitute for formal education.

Preferred Education:

  • Bachelor's degree in Business Administration, Communications, Marketing, Hospitality Management, or a related field.

Relevant Fields of Study:

  • Business Administration
  • Communications
  • Marketing
  • Hospitality Management
  • Public Relations

Experience Requirements

Typical Experience Range:

  • 1–4 years of client-facing, customer service, account coordination, or administrative experience in a B2B or B2C environment.

Preferred:

  • 2–5+ years in client services, account coordination, client success, or customer support roles, with demonstrable experience using CRMs, managing renewals and coordinating cross-functional delivery.
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