Note: The job is a remote job and is open to candidates in USA. TeamLogic IT is a managed IT services company focused on supporting small- and medium-sized businesses. The Client Success & Account Coordinator role is responsible for managing client communication, coordination, documentation, and follow-through to ensure a positive client experience. This position acts as a liaison between clients and technical teams, handling client concerns, contract renewals, and account management tasks.
Responsibilities
- 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
- 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
- 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
- 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
Skills
- 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
- 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
Benefits
- Training & development
- Flexible schedule
Company Overview