What are the responsibilities and job description for the Client Solutions Coordinator position at Alliance Tech?
About Alliance Tech
Alliance Tech is a nationally recognized, cybersecurity-focused managed service provider (MSP) headquartered in Chesterfield, Missouri, with clients across St. Louis and Grand Rapids, Michigan. We've been named to the Inc. 5000 list of America's fastest-growing private companies, the St. Louis Business Journal's Fastest-Growing Companies, and the global MSP 501 rankings.
For about 25 years we've protected and supported organizations with real compliance requirements, mainly financial services firms (RIAs, wealth managers, CPA firms and family offices) and professional services firms. Clients choose from our Armada managed service plans (Core, Command and Fiduciary).
Our mission is to empower organizations with innovative technology solutions that drive growth and safeguard against cyber threats. Our vision is bo be the most trusted IT partner for our clients, empowering them with innovative technology and cyber resilience to fuel long-term success.
What we value
- Client success and security first. Every decision starts with what keeps our clients productive and protected.
- Excellence. We do the work right the first time and hold a high bar.
- Investing in our people. We give our team the training, tools and room to grow.
- Accountability. We own our commitments and follow through.
- Compassion. We treat clients and each other with care, especially when things go wrong.
The role
The Client Solutions Coordinator is our clients' main day-to-day contact for anything that isn't a technical support ticket. You'll answer client calls and check in with every client on a regular schedule. You'll also build quotes and keep projects on time and on budget.
You'll report directly to the CEO and work closely with our technical team. The goal is simple: every client feels well taken care of, and growth opportunities don't slip through the cracks.
What you'll do
Client communication
- Answer client calls and emails professionally. Route technical issues to the service desk, and handle billing, scheduling and general questions yourself.
- Keep client records, contacts and notes up to date in our PSA and CRM.
- Make sure clients hear back promptly and nothing goes unanswered.
Client success check-ins
- Contact every client on a regular schedule (for example monthly or quarterly, depending on their plan) to confirm they're well served.
- Track satisfaction, flag at-risk accounts early, and follow through until the issue is resolved.
- Help prepare and schedule quarterly business reviews (QBRs).
- Spot opportunities to add services, such as upgrading to a higher Armada plan, adding security services, replacing aging hardware or renewing licenses.
Quotes and sales support
- Build accurate quotes and proposals for hardware, software, licensing, projects and managed services, using distributor pricing and our quoting tools.
- Follow up on open quotes and track the pipeline.
- Place orders with distributors and vendors once a quote is approved, and track deliveries until the equipment arrives.
- Track renewals and warranty expirations so clients are contacted before they lapse.
- Help the CEO prepare for sales meetings and new-client onboarding.
Project coordination
- Turn approved quotes into projects: set the scope, order equipment, schedule technicians and set the client's expectations.
- Track milestones, budgets and hours, and send clients regular status updates.
- Close out projects with the client sign-off and the invoice.
What you bring
Required
- 2 years in client-facing account coordination, sales support, customer success or project coordination
- Clear, friendly communication by phone, email and in person
- Strong organization and follow-through: you track many open items and none get dropped
- Comfort learning technology products and explaining them in plain language
- Experience with a CRM and with Microsoft 365, especially Excel, Outlook and Teams
Bonus
- Experience at an MSP, IT reseller or technology services company
- Familiarity with MSP tools such as ConnectWise.
- Experience working with financial services or professional services clients
- Basic project management training or certification
- A basic understanding of cybersecurity and compliance (Reg S-P, GLBA, SEC/FINRA)
Pay: $50,000.00 - $75,000.00 per year
Benefits:
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Retirement plan
- Vision insurance
Work Location: Hybrid remote in Chesterfield, MO 63005
Salary : $50,000 - $75,000