Client Success Coordinator

Copeland Technology Solutions • Amherst, NY

5d

About The Position

Copeland Technology Solutions is an IT managed services company that does things differently. We're not the provider who tries to scare you into a contract or disappears when things get hard. We're the partner who tells you the truth, helps you understand your technology, and shows up when it matters most. Our clients—growing businesses across Western New York and beyond—stay with us because we treat their challenges as our own. We don't optimize for dependency; we help people get better at using technology confidently. When a client calls, we answer. When something breaks, we're there. When they need strategic guidance, we give them honest advice, even if it means telling them to spend less. Our team of 15 operates with four values that actually guide how we work: Impress (exceed expectations in every interaction), Move Forward (prioritize growth for clients and ourselves), Inquisitive (ask why before how), and Resilient (take ownership and respond with urgency). These aren't words on a wall. They're how we make decisions every day. We're looking for a Client Success Coordinator to join our team as the operational backbone of our client relationships. This role sits at the intersection of communication, coordination, and client care—making sure nothing falls through the cracks and that our clients always feel informed and supported. You'll work alongside our Technical Account Managers and Project Managers, handling the communication, scheduling, documentation, and follow-through that keeps our client partnerships running smoothly. When a client meeting happens, you'll make sure the summary goes out the next day. When equipment needs to be ordered, you'll handle it. When monthly audits are due, you'll run them. The Account Managers will handle strategy and technical decisions—you'll make sure everything else moves forward. This isn't an entry-level administrative role. You'll be a primary point of contact for our clients, representing Copeland in every interaction. You'll need to communicate clearly, stay organized under pressure, and genuinely enjoy working with people. The right person for this role takes pride in follow-through and gets satisfaction from making sure things happen the way they should.

Requirements

• 2-4 years of experience in client-facing coordination, account support, or operations roles
• Excellent written and verbal communication skills
• Strong organizational skills and attention to detail
• Comfort with technology tools, CRMs, and documentation systems

Nice To Haves

• Experience in IT, managed services, or professional services is a plus but not required

Responsibilities

• Serve as a primary communication point for our clients, sending updates, meeting summaries, and follow-ups on behalf of the Technical Account Manager. You'll prepare agendas, document action items, and ensure clients always know what's happening and what comes next. When clients have questions, you're often their first point of contact.
• Keep all customer and internal scheduling organized. This includes client meetings, account reviews, project visits, and technician assignments. You'll monitor timelines, coordinate between teams, and communicate schedule changes promptly and professionally.
• Create quotes using established templates, submit hardware and software orders, track deliveries, and ensure clients receive what they need when they need it. You'll maintain purchasing documentation and coordinate with technicians on installations and setup.
• Run monthly device and user audits, identify items needing review, and coordinate follow-up with technicians and clients. This work keeps our service aligned with what clients are actually using and ensures nothing slips through the cracks.
• Maintain accurate customer records, contact lists, and documentation across our internal systems. Support internal workflows by keeping templates, checklists, and resources organized and accessible. Identify opportunities to improve processes and reduce

Benefits

• Health insurance with an employer contribution to premium
• Employer funded Health Reimbursement Account (HRA)
• PTO
• 401(k) Retirement Plan
• Voluntary Dental, Vision, AFLAC options, and a Flexible Spending Account with Medical and Dependent Care options

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees