Client Success Coordinator

ABOUT US

Our mission is to provide complete hardware, software, and support solutions, enabling clients to operate their businesses more successfully. In 1994, Omega Computer Services started as a small I.T. consulting firm and transformed over the years into a complete I.T. managed service provider. Now, Omega is one of the top MSPs in Michigan, providing cutting-edge IT solutions to businesses across diverse industries. We pride ourselves on delivering exceptional value and superior customer service, as well as a strong company culture, made possible by our staff’s commitment to upholding our five core values:

DO THE RIGHT THING | GROW OR DIE | PASSION FOR OUR WORK | HUMBLY CONFIDENT | WE LOVE CUSTOMER SERVICE

THE POSITION

We are looking for a full-time Client Success Coordinator to join our team working from our home office in the Greater Kalamazoo area. As a Client Success Coordinator, you will play a crucial role in building and maintaining strong relationships with our valued clients. You will serve as a primary point of contact for assigned clients, understanding their technological needs, addressing their concerns, and ensuring the successful delivery of our products and services. Your goal will be to maximize client satisfaction, foster long-term partnerships, and contribute to the company's growth by identifying new business opportunities within your portfolio. Please visit www.ocs.help/careers to learn more about our company culture, employee perks, and benefits.

KEY RESPONSIBILITIES

Client Relationships 

• Build and maintain strong relationships with key stakeholders across your assigned accounts. 

• Understand each client's business objectives, challenges, and technology needs. 

• Check in regularly to gather feedback, gauge satisfaction, and get ahead of concerns. 

Account Health & Retention 

• Track account health indicators (ticket trends, satisfaction signals, engagement) to flag at-risk accounts before they become churn. 

• Manage contract renewals, pricing discussions, and negotiations - striking terms that work for both the client and Omega. 

• Identify opportunities to expand the scope of services within existing accounts as client needs evolve.

Staying on Top of Open Issues 

• Keep eyes on active service issues within your accounts, checking in regularly to make sure momentum hasn't stalled. 

• Act as the client's point of contact during a service issue, keeping them informed while the technical team works toward resolution. 

Delivery & Coordination 

• Partner with internal and technical teams to build account strategies aligned with client goals. 

• Track project progress, timelines, and deliverables, to keep expectations on track. 

• Stay current on industry trends, competitors, and emerging technologies to bring clients real insight, not just updates. 

Reporting 

• Keep accurate records of client interactions, opportunities, and account progress. 
• Prepare regular reports for internal teams and leadership. 

QUALIFICATIONS

• Proven experience in account management, client relationship management, or sales.
• Strong understanding or willingness to learn IT solutions, services, and trends.
• Excellent communication, negotiation, and interpersonal skills.
  
• Results-oriented, with a track record tied to customer satisfaction and retention.
• Comfortable learning new software tools (Fresh Desk and internal systems) and Microsoft Office Suite.
  
• Willing to travel for client meetings, industry events, and conferences as required.

WE CAN'T DO WHAT WE DO WITHOUT YOU

This position drives our mission forward by delivering high-quality, white-glove I.T. service and support - and by championing best practices that make life better for both our clients and our team.