Communications and Customer Experience Coordinator

At Solution Builders, Inc., we're passionate about helping our customers achieve complete satisfaction with their computer and information technology environments. We have an excellent reputation in the market and over 30 years of experience in providing businesses with high-quality IT support, management, and cybersecurity solutions. Our customers value a highly productive information technology experience, and Solution Builders makes that a reality.

What YOU can expect:

We are equally as passionate about our Team Members! When you become part of the Solution Builders Team, you can expect:

• An inclusive culture where you can have a direct impact on the superior service we provide our clients; small company feel, big on opportunity.
• Career development and growth opportunities.
• Salary range for this position: $50,000 – 80,000 per year based on experience.
• Benefits that include:
  • Medical, Dental, and Vision Insurance
  • Matching 401(k) Plan
  • Paid Vacation and Personal Days Off
• A company that won’t make you feel like you’re just a number. Your unique talents and experience will not only make a difference but will be recognized and rewarded!

Successful candidates should possess the following characteristics:

• Passion for solving business problems for clients while providing exceptional customer service.
• Willingness to embrace change with a positive attitude.
• Commitment to high-quality work and positive customer outcomes.

Read on if this sounds like the place for you!

Overall Responsibility:

Position Purpose

The Communications and Customer Experience Coordinator is responsible for coordinating events and communications for Solution Builders, our clients, and our vendors. This role also supports marketing operations and the coordination of communications for campaigns.

Position Functions

• Client Communications and Events
• • Serve as a primary point of contact for customer communications and engagement.
  • Serve as the primary owner of the customer experience lifecycle for managed services clients, from onboarding through renewal.
  • Partner with Service Delivery, Account Management, and Sales teams to ensure consistent, high-quality client interactions.
  • Lead the design, implementation, and improvement of onboarding, communication, feedback, and escalation processes.
  • Ensuring client feedback is translated into actionable service improvements.
  • Support renewal readiness and retention initiatives by partnering with Account Management and leadership.
  • Create visually appealing and impactful presentations for internal and external audiences.
  • Organize and execute customer events, webinars, and internal team functions.
  • Manage logistics, scheduling, and follow-up communications.
  • Serve as a liaison between customers and internal teams to ensure smooth onboarding and follow-up.
  • Assist in writing proposals and developing presentations for prospective clients.
• Marketing Coordination
• • Help process inbound leads, assign them through CRM workflows, and facilitate follow-up.
  • Coordinate with Marketing on campaigns, email sequences, and content-driven lead activity.
  • Oversee the development and utilization of Marketing Development Funds (MDF).
• Vendor Management
• • Coordinate with vendors to manage relationships, contracts, and deliverables.
  • Track and report on vendor performance and compliance.

Additional Duties and Responsibilities

• Upholds the company policy guidelines as well as recommends new and improved guidelines to ensure compatibility and better service at client locations.
• Maintains a positive attitude and positive working relationship with all departments to optimize working relationships and communication.
• Fulfills department requirements in terms of providing work coverage and administrative notification during periods of personnel illness, vacation, or education.
• Performs at or above company performance standards established within the department.
• Other tasks and projects as directed by Company Management.

What We’re Looking For

• This is a hybrid position reporting to our office in Bloomington, MN.
• High school diploma or equivalent required
• Bachelor’s degree in communications, marketing, journalism, business, or a related field (or equivalent experience) is preferred.
• 3 years of experience in communications, marketing, customer experience, or account management roles required (MSP of IT industry experience preferred).
• Experience with vendor relationship management required. Experience with Microsoft preferred.
• Demonstrated experience improving customer satisfaction, retention, and lifecycle processes.
• Strong written and verbal communication skills with the ability to craft clear, persuasive messaging required.
• Highly organized with excellent time management and multitasking abilities required.
• Strong understanding of IT service delivery models, SLAs, and operational workflows.
• Outgoing personality with strong interpersonal skills and a customer-first mindset required.
• Experience in event planning and coordination.
• Experience working cross-functionally with technical, sales, and executive stakeholders.
• Experience with marketing and Marketing Development Funds management.
• Ability to work collaboratively across teams and adapt to a fast-paced environment.
• Proficiency in Microsoft Office Suite and CRM tools (GlassHive, Hubspot, Halo, etc.).
• Certifications: Professional credentials like the Certified Customer Experience Professional (CCXP) are highly desirable. Microsoft Windows Certification or equivalent experience

Solution Builders is an equal opportunity employer committed to creating a diverse workforce. We consider all qualified applicants without regard to race, religion, color, gender, national origin, age, sexual orientation, disability or veteran status, among other factors.