Client Concierge

About Courser Courser accelerates the growth of IT service provider companies.

We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences.

If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success.

Client Concierge The Client Concierge plays a critical role in supporting Coursers small and long-tail clients by delivering proactive, high-quality customer service and operational support.

This role manages non-technical inbound client requests, assists with survey follow-ups, supports Account Managers with operational tasks, and helps ensure operational excellence for clients who are not assigned to a dedicated Account Manager.

Working closely with Service Operations and Account Management teams, the Client Concierge ensures that customer inquiries are handled efficiently, data within the CRM remains accurate, and small customers receive consistent, professional engagement.

Key Responsibilities: Client Request Management Manage inbound client requests forwarded from the dispatcher team that are not service-oriented, including billing questions, invoice issues, general problem resolution, and simple quote requestsProvide first-touch resolution when possible or route requests to the appropriate internal team with clear documentationEnsure timely communication and follow-through with clients to maintain a high level of customer satisfaction NPS & CSAT Survey Follow-Up Proactively reach out to clients following project completion or service interactions to encourage survey participationImprove response rates for customer satisfaction and Net Promoter Score surveysDocument client feedback and escalate detractor responses to appropriate teams when necessary Data Hygiene & Account Support Maintain accurate records for accounts, contacts, and opportunities within the CRMSupport Account Managers with administrative preparation for Strategic Business Reviews (SBRs), including compiling account data, preparing presentation materials, and coordinating meeting logistics Basic Orders & Quote Requests Process basic quote requests and orders for small customers and Account Managers, including workstations, peripherals, and other standard equipmentEnsure quotes, orders, and communications are processed accurately and completed in a timely manner Microsoft Renewals & Pricing Communication Manage Microsoft renewal notifications and communicate pricing updates to clientsWork with distributors such as TD SYNNEX to support renewal workflowsTrack renewal timelines and escalate issues to Account Managers or Service Operations when necessary Small Customer Relationship Support Serve as the primary point of contact for customers generating less than $1,500 in monthly recurring revenue (MRR) who are not assigned to an Account ManagerManage requests, communications, and general client support ne...