Client Concierge

Courser•Southfield, MI

About The Position

The Client Concierge supports Courser’s small and long-tail clients by providing proactive customer service and operational support. The role manages non-technical inbound client requests, follows up on customer satisfaction surveys, assists Account Managers with operational tasks, and helps ensure consistent engagement for clients without a dedicated Account Manager. Working with Service Operations and Account Management, the Client Concierge handles inquiries efficiently, maintains accurate CRM data, and supports operational excellence. The position serves as the primary contact for clients generating less than $1,500 in monthly recurring revenue (MRR) who are not assigned to an Account Manager. It also supports basic orders and quote requests, Microsoft renewal notifications and pricing communication, and preparation for Strategic Business Reviews. The role’s scope is limited to client triage and outreach, renewal support, quoting assistance, SBR preparation, and CRM data hygiene, with established escalation paths for complex issues. The role uses HubSpot for outreach, interaction logging, and reporting; QuoteWerks or CPQ tools and the TD SYNNEX portal for quoting and order processing; ConnectWise for documentation and handoffs; and Microsoft Teams and approved messaging channels for collaboration. Success is measured by survey completion rates and score trends, first-contact resolution, quote and order accuracy and turnaround, on-time Microsoft renewals, and small-client coverage and engagement cadence.

Requirements

At least 2 years of experience in customer service, contact center, or customer success roles.
Strong written and verbal communication skills, including the ability to handle billing questions and basic sales inquiries.
Experience working with CRM platforms, quoting tools, and Microsoft licensing processes.
Strong organizational skills and attention to detail, with the ability to manage multiple priorities.
Proactive and collaborative approach, and comfort working within a remote outsourced team structure.
Ability to perform the role within its stated scope of triage, client outreach, renewal support, quoting assistance, SBR preparation, and CRM data hygiene.
Ability to follow escalation paths for complex billing issues, service quality concerns, or at-risk customer accounts.
Ability to meet the role’s physical demands, including extended periods of sitting or standing, computer use, verbal communication, and occasional lifting or moving of up to 10 pounds; reasonable accommodations may be provided.

Nice To Haves

MSP or IT services experience preferred.
Experience with HubSpot preferred.

Responsibilities

Manage non-service-oriented inbound client requests forwarded by the dispatcher team, including billing questions, invoice issues, general problem resolution, and simple quote requests.
Resolve client requests at first contact when possible, or route them to the appropriate internal team with clear documentation.
Communicate with clients and follow through on requests in a timely manner.
Contact clients after project completion or service interactions to encourage NPS and CSAT survey participation.
Document client feedback and escalate detractor responses when necessary.
Maintain accurate account, contact, and opportunity records in the CRM.
Support Account Managers with Strategic Business Review preparation by compiling account data, preparing presentation materials, and coordinating meeting logistics.
Process basic quote requests and orders for small customers and Account Managers, including workstations, peripherals, and other standard equipment.
Ensure quotes, orders, and related communications are processed accurately and promptly.
Manage Microsoft renewal notifications and communicate pricing updates to clients.
Work with distributors such as TD SYNNEX to support renewal workflows, track renewal timelines, and escalate issues to Account Managers or Service Operations as needed.
Serve as the primary contact for clients generating less than $1,500 in MRR who are not assigned to an Account Manager.
Manage requests, communications, and general support needs for small-client accounts.
Establish a proactive outreach cadence to engage small clients and maintain positive relationships.
Adhere to Courser values, operational standards, and data-handling requirements.

Benefits

Medical insurance
Dental insurance
Vision insurance
Life insurance
401(k) company match
Flexible vacation time after one full year of employment; full-time team members receive 10 vacation days during their first year
Paid sick time
10 holidays, including the employee’s birthday and a floating holiday
Healthy Lifestyle reimbursement
Membership subsidy
40 hours of volunteer time
Paid parental leave
Reimbursement for ongoing certifications
Best-in-class training, mentorship, and clear self-promotion paths