Job Description
Job DescriptionDescription:
We’re seeking a people-focused and detail-oriented Client Services Coordinator to join our dynamic MSP team. This role is pivotal in ensuring exceptional client experiences by coordinating service delivery, managing communications, and supporting operational excellence.
The ideal candidate thrives in a fast-paced, changing environment, enjoys being the “go-to” person for information, and is highly intuitive with people—able to read situations quickly, keep multiple priorities moving, and maintain a calm, professional tone with clients and internal teams. If you love staying organized, keeping others informed, and making sure nothing falls through the cracks, we want to hear from you.
Menlo’s purpose is to create better technologies to solve problems for clients in school districts and communities nationwide. Because when organizations spend less time on technology, they can spend more time doing the things they do best and achieving their goals. The Client Services Coordinator position is responsible for bringing together the resources and communications needed for successful implementation projects and ongoing client satisfaction.
Duties and Responsibilities
New Client Contact for Implementations
- Serve as the primary liaison for onboarding new clients, ensuring a smooth, professional, and welcoming transition.
- Coordinate implementation timelines, gather necessary documentation, and communicate setup requirements to internal teams.
- Facilitate kickoff meetings and ensure clients clearly understand service scope, support channels, and escalation paths.
- Track onboarding progress, proactively communicate status, and address any delays or issues before they impact the client.
Service Coordination
- Schedule and monitor service requests, ensuring timely resolution by technical teams.
- Track SLAs and escalate issues when necessary to maintain service quality and client confidence.
- Anticipate potential risks or bottlenecks and surface them to the Client Services Manager or appropriate team members.
Communication & Reporting
- Provide regular, detailed updates to clients regarding ticket status, project milestones, and service performance.
- Prepare client-facing reports including ticket summaries, performance metrics, and satisfaction surveys.
- Use clear, upbeat, and professional communication across phone, email, and messaging to keep all parties aligned.
Process & Documentation
- Maintain accurate client records, service documentation, and internal knowledge base entries.
- Document repeatable processes and best practices that help clients and internal teams operate more efficiently.
- Assist in refining workflows to improve consistency, organization, and client experience.
Collaboration
- Work closely with technical teams, account managers, and leadership to align service delivery with client expectations.
- Participate in internal meetings to review service performance and identify improvement opportunities.
- Support training/onboarding for new employees by sharing context, processes, and client history where helpful.
Requirements:
- 2+ years of experience in a client-facing role, preferably within an MSP, IT services, or similarly fast-paced service environment.
- High sense of urgency with strong follow-through; comfortable managing many moving pieces at once.
- Excellent communication and interpersonal skills—able to quickly build rapport, read people and situations, and adjust tone accordingly.
- Highly organized and almost obsessively neat with calendars, documentation, tasks, and follow-ups.
- Enjoys working in a team-oriented, socially interactive environment with consistent change rather than repetitive, heads-down work.
- Ability to work independently without regular direction while knowing when to ask questions or escalate concerns.
- Comfortable picking up the phone, sending emails, and using collaboration tools to keep stakeholders informed.
- Proficiency in Microsoft 365 and other collaboration tools; experience with ticketing or CRM systems is a plus.