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 handles non-technical inbound requests, follows up on customer satisfaction surveys, assists Account Managers with operational tasks, and provides consistent engagement to small customers who do not have a dedicated Account Manager. Working with Service Operations and Account Management, the Client Concierge responds to customer inquiries, maintains accurate CRM data, supports basic quote and order processing, and coordinates Microsoft renewal communications. The role is the primary contact for customers generating less than $1,500 in monthly recurring revenue (MRR) who are not assigned to an Account Manager. Its scope includes triage, client outreach, renewal support, quoting assistance, Strategic Business Review preparation, and CRM data hygiene, with escalation paths for complex billing concerns, service quality issues, and at-risk accounts.

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 organization and attention to detail, with the ability to manage multiple priorities.
Proactive and collaborative approach, and comfort working within a remote outsourced team structure.
Adherence to Courser values, operational standards, and data-handling requirements.

Nice To Haves

Experience in managed service provider (MSP) or IT services environments.
Experience with HubSpot.

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 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.
Follow up with 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.
Help Account Managers prepare for Strategic Business Reviews 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 accurate and timely.
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 as needed.
Serve as the primary point of contact for unassigned customers generating less than $1,500 in monthly recurring revenue.
Manage requests and general support needs for small customer accounts, and establish a proactive outreach cadence to maintain positive relationships.

Benefits

Competitive benefits package, including medical, dental, vision, and 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 for volunteer time.
Paid parental leave.
Reimbursement for ongoing certifications.
Training, mentorship, and clear self-promotion paths.