Client Experience Coordinator

Terraboost Media•Naperville, IL

7d•Onsite

About The Position

Terraboost Media is a fast-growing retail media business specializing in regional and national media sales and outreach. With over 100,000 5-foot-tall, full-color wellness billboards nationwide, we empower advertisers to go beyond traditional advertising sponsoring wellness in communities across the USA. This unique opportunity allows brands to connect with consumers in meaningful ways, building trust, creating impact, and driving results. Advertisers enjoy prime visibility with jumbo wellness billboards strategically placed at the front doors and pharmacy wait areas of America�s top retailers. We are looking for a Client Experience Coordinator (CEC) to join our team! This position is responsible for ensuring a high level of client satisfaction with the Terraboost Media advertising solution. This role serves as a key point of contact for clients throughout their lifecycle, beginning with onboarding and continuing through fulfillment and renewal. The CEC welcomes new clients to the Terraboost family, conducts introductory calls, supports the artwork process, and manages inbound client communications. This position also partners cross-functionally to ensure accurate execution of sales orders, timely issue resolution, and a seamless client experience.

Requirements

Excellent written and verbal communication skills.
Trustworthy personality.
Excellent time and project management skills.
A positive attitude is essential.
Must have a strong sense of responsibility and integrity.
Desire for daily improvement.
Ability to deal with escalated clients.
Self-motivated and able to thrive in a results-driven environment.
Strong computer skills and a high level of proficiency with MS Office or Google Suite.
A minimum of (1) year of relevant customer service experience OR a bachelor�s degree in Sales & Marketing, Communications, Business, or related field.

Responsibilities

Conducts introductory/onboarding calls with new clients to set expectations, review campaign details, outline timelines, and explain the overall process, including artwork submission and approvals.
Guides clients through the artwork process, including collecting artwork assets, ensuring specifications are met, coordinating with the Artwork Team, and following through to final approval and production readiness.
Handles customer inquiries and issues via phone, email, screenshare, and in-person meetings, ensuring timely and professional communication.
Serves as the primary point of contact for inbound client requests, providing updates on campaign status, timelines, and deliverables.
Acts as a liaison between clients and internal departments (Sales, Operations, Artwork, and Fulfillment) to ensure accurate information sharing and issue resolution.
Responds to inbound requests from the sales team and provides support on client-related needs.
Works directly with store partners and locations to address and resolve any execution or fulfillment issues.
Manages escalated client concerns related to fulfillment, artwork, or service issues, ensuring resolution and client satisfaction.
Handles renewal opportunities for late or �past expiration� customers, helping retain and re-engage clients.
Maintains accurate and up-to-date client records in CRM (HubSpot), including activity tracking, order updates, and communication logs.
Facilitates resolution of client concerns originating from online complaints or feedback channels.
Assists Client Success Managers (CSMs) with preparation and execution of Quarterly Business Reviews (QBRs), including gathering data and coordinating materials.
Supports assigned CSM counterpart(s) with day-to-day client management activities and ongoing account support.
Continuously identifies opportunities to improve processes, communication, and the overall client experience.
Performs other duties as assigned.