Account Coordinator - Client Experience

Virtuas•Houston, TX

6d•$50,000 - $60,000•Hybrid

About The Position

Virtuas is a Certified B Corp and IT services company based in Houston. We work with growing organizations to design, manage, and improve their technology environment. We were founded on a simple belief: that if you take care of your clients, your people, and your community, the business takes care of itself. That belief is not a tagline. It is how we operate every day. We are growing our Client Experience team and looking for someone who wants to own a relationship from start to finish. Not manage a queue. Not hit a number. Own a relationship. This role is for someone who is naturally curious, communicates with ease, and gets genuine satisfaction from making something complicated feel clear and manageable for the people they serve. If you have worked in a marketing agency or a client-facing communications role and found that the part you loved most was the client relationship itself, this role was built for you. How We Work Our marketing team handles all cold outreach and early-stage conversations. By the time a prospect reaches our Client Experience team, they are already qualified and the initial conversation has already happened. What you receive is a warm beginning, not a raw inquiry, which means you start the relationship at a moment of genuine interest rather than at the beginning of a cold funnel. From that point forward, you own the relationship end to end, from the first real conversation through onboarding, ongoing service, renewals, and everything in between. Your clients will have one consistent person they trust. That is you. There is no commission in this role. We do not believe great client relationships should be driven by individual financial incentives. We measure the success of our CX team by how well we retain clients, how many referrals those clients generate, the quality of the reviews and references they provide, and ultimately the revenue that follows from all of it. Revenue matters, but it is the last thing we think about because when we get the other things right, revenue follows on its own.

Requirements

Strong written and verbal communication skills. You write clearly, speak with confidence, and listen well.
Highly organized with the ability to manage multiple clients and competing priorities at the same time.
Collaborative by nature, comfortable working across teams that range from technical to creative to operational.
Comfortable with Microsoft 365, CRM platforms, and task or project management tools.
Able to work independently and stay productive in a remote environment. Most of your week is remote, and we need someone who does not need to be in an office to stay focused and effective.

Nice To Haves

2 to 3 years of experience in a client-facing role such as account coordination, client services, marketing account management, or communications.
A background in communications, marketing, or public relations is a strong plus. Marketing agency experience is particularly relevant to how this role operates.
Some exposure to IT services, professional services, or a technical environment.
Familiarity with ticketing systems or service delivery workflows is helpful but not required. You do not need to be technical. You need to be curious and willing to learn.

Responsibilities

Serve as the primary day-to-day contact for a portfolio of assigned clients, providing clear communication, responsive follow-through, and consistent presence.
Build strong, long-term relationships by understanding each client's goals, communication style, and business context.
Advocate for clients internally and make sure their experience is positive and consistent at every stage of the partnership.
Identify opportunities to strengthen the relationship, whether through a better process, a proactive heads-up, or a well-timed recommendation.
Coordinate with our service desk and consulting teams to ensure clients receive timely, seamless service delivery.
Help keep ongoing services and active projects on track by staying organized, following up on open items, and keeping clients informed. For project-related coordination, you will work closely with our internal project manager to make sure nothing falls through.
Monitor service performance and work with internal teams to resolve issues promptly and professionally.
Support client onboarding and transitions to new services, ensuring clients feel guided every step of the way.
Participate in discovery conversations, requirements discussions, and Business Technology Reviews with clients.
Translate technical updates and service changes into clear, plain language that clients can act on.
Help build account plans and service roadmaps, and gather client feedback that supports continuous improvement. This involves regular collaboration with our marketing team on client communications, case study opportunities, and referral initiatives.
Contribute to presentations and service summaries that reinforce transparency and partnership.
Work with our Sales Operations team on quotes, renewals, and proposals. They handle the build; you provide the client context.
Help clients maintain clear visibility into their service spend and project timelines.
Maintain accurate records in our CRM and project management platform.
Track account health and renewal timelines, and keep our Finance and Accounting team informed of anything that affects billing or contract status.