Client Concierge

Courser•Riverside, CA

About The Position

The Client Concierge supports Courser’s small and long-tail clients through proactive customer service and operational support. The role manages non-technical inbound requests, follows up on customer satisfaction surveys, supports Account Managers with operational tasks, and helps maintain operational excellence 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 provides consistent, professional engagement to small customers. 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. Responsibilities include request triage and follow-through, survey outreach and feedback documentation, account data maintenance, quote and order assistance, Microsoft renewal communications, and administrative preparation for Strategic Business Reviews. The scope is limited to triage, client outreach, renewal support, quoting assistance, SBR preparation, and CRM data hygiene, with defined escalation paths for complex billing issues, service quality concerns, or at-risk accounts. The role uses HubSpot, QuoteWerks or CPQ tools, the TD SYNNEX portal, ConnectWise, Microsoft Teams, and approved messaging channels. It is largely sedentary and involves regular computer and office-equipment use, verbal communication, and occasional lifting or moving of up to 10 pounds. Reasonable accommodations may be made for qualified individuals with disabilities.

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.
Ability to perform the stated essential job functions, with reasonable accommodations where applicable.

Nice To Haves

Experience in an MSP or IT services environment.
Experience with HubSpot.

Responsibilities

Manage non-service-oriented inbound client requests forwarded from the dispatcher team, including billing questions, invoice issues, general problem resolution, and simple quote requests.
Resolve client requests on first contact when possible, or route them to the appropriate internal team with clear documentation.
Communicate with clients in a timely manner and follow through on requests.
Contact clients after project completion or service interactions to encourage NPS and customer satisfaction 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 on time.
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 when necessary.
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 client support needs for these 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

Competitive benefits package, including medical, dental, vision, and life insurance.
401(k) company match.
Flexible vacation time after completing 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.
Best-in-class training, mentorship, and clear self-promotion paths.