Client Concierge - #35176

As a Client Concierge, you will play a critical role in ensuring consistency, quality, and accountability within our Client Experience (CX) Team, and across the organization. This individual serves as the central coordination point for client requests, ensuring every need is captured, routed, and followed through to resolution.

Company Profile:

Our client is a US-based company and is a trusted IT partner, helping US-based small and medium-sized enterprises thrive since 1995. They specialize in delivering comprehensive managed IT solutions, freeing clients from IT burdens and empowering them to focus on core business objectives. Their dedicated team provides proactive support, innovative strategies, and customized solutions to drive growth and success.

As the company grows, they are looking for a Client Concierge to ensure consistency, quality, and accountability within their Client Experience (CX) Team, and across the organization.

This career opportunity is perfect for those who aim to join a team committed to fostering strong relationships, high accountability, and collaborative teamwork.

Duties and Responsibilities:

1. Client Coordination

• Serve as the first point of contact for client requests that lack a clear path or require navigation assistance

• Direct client requests to the appropriate person or team with clear handoff communication

• Manage and own the Account Management board, ensuring accuracy and up-to-date status on all items

• Follow up with clients and internal stakeholders to ensure requests are resolved within SLA

2. Advisor & Principal Consultant Support

• Capture, organize, and prioritize client requests requiring advisor or Principal Consultant involvement

• Coordinate and schedule meetings for Principal Consultants

• Prepare daily summaries of prior day's requests for Principal Consultant review

• Assist advisors with meeting preparation and client communications

• Shield Principal Consultants from unorganized or unqualified requests

3. Sales, Quotes & Projects

• Assist with creating, sending, and following up on quotes and sales orders, ensuring timely responses and approvals

• Monitor open sales opportunities and escalate stalled items appropriately

• Coordinate follow-ups on active projects to ensure progress and client satisfaction

• Assist with reporting on account activity, open items, and pipeline status

4. Procurement

• Manage procurement coordination for agreed-upon hardware and software replacement schedules

• Liaise with the Purchasing team to ensure timely ordering and delivery aligned with client schedules

Requirements

Duties and Responsibilities:

1. Client Coordination

• Serve as the first point of contact for client requests that lack a clear path or require navigation assistance

• Direct client requests to the appropriate person or team with clear handoff communication

• Manage and own the Account Management board, ensuring accuracy and up-to-date status on all items

• Follow up with clients and internal stakeholders to ensure requests are resolved within SLA

2. Advisor & Principal Consultant Support

• Capture, organize, and prioritize client requests requiring advisor or Principal Consultant involvement

• Coordinate and schedule meetings for Principal Consultants

• Prepare daily summaries of prior day's requests for Principal Consultant review

• Assist advisors with meeting preparation and client communications

• Shield Principal Consultants from unorganized or unqualified requests

3. Sales, Quotes & Projects

• Assist with creating, sending, and following up on quotes and sales orders, ensuring timely responses and approvals

• Monitor open sales opportunities and escalate stalled items appropriately

• Coordinate follow-ups on active projects to ensure progress and client satisfaction

• Assist with reporting on account activity, open items, and pipeline status

4. Procurement

• Manage procurement coordination for agreed-upon hardware and software replacement schedules

• Liaise with the Purchasing team to ensure timely ordering and delivery aligned with client schedules