Client Solutions Coordinator

Overview

The Client Solutions Coordinator manages the service-delivery cadence for an assigned portfolio of managed services clients and coordinates onboarding for new customers. The role serves as the primary coordination point between clients and Vinebrook Technology teams, maintains accurate action and status records, prepares client-facing materials, and tracks open work through completion or escalation.

The Client Solutions Coordinator works closely with technical managers and service-delivery teams. Success is demonstrated through accurate and timely client materials, complete action records, consistent follow-up on open work, well-coordinated onboarding milestones, and prompt escalation of missing information, delivery risks, and overdue items.

Department

Managed Services

Role Type

Client service and technical coordination.

Primary Focus

• Client meeting management
• Action tracking
• Onboarding
• Documentation
• Operational coordination

Typical Schedule

8:00 a.m. to 5:30 p.m., aligned with client schedules; occasional evening or weekend availability may be required.

Core Responsibilities:

Client Meeting Management

• Serve as the primary coordinator for assigned client accounts and lead recurring client meetings.
• Collect status updates from assigned owners before each meeting, reconcile them against the account tracker, and flag missing or inconsistent information for resolution.
• Prepare the weekly client presentation, verify the accuracy and completeness of its content, and finalize it for distribution.
• Present account overviews, route technical questions to the appropriate team member, document decisions, and distribute meeting summaries and next steps.

Action Tracking and Reporting

• Maintain an account tracker that records an owner, due date, and related ticket or change number for each action item.
• Use client IT service management systems to collect ticket and change data and prepare client-facing updates on status, open issues, risks, and decisions.
• Follow up on overdue or stalled items and escalate unresolved delivery risks to the appropriate technical manager through defined channels.
• Prepare quarterly business review materials using verified operational data.

Customer Onboarding

• Coordinate onboarding activities for new managed-services customers.
• Collect and organize information about infrastructure, networks, identity, applications, security tools, contacts, access, and support requirements.
• Route incomplete or conflicting technical information to the appropriate engineering team for validation.
• Maintain the onboarding workbook and track tasks, milestones, risks, dependencies, and access requirements until each item is verified as complete by the responsible owner.
• Coordinate kickoff, technical discovery, knowledge transfer, and go-live readiness sessions.
• Build and maintain the go-live checklist in coordination with Service Desk, Systems Administration, Networking, and Security teams.

Documentation and Operational Coordination

• Create and maintain customer overview pages, contact lists, escalation paths, standard operating procedures, runbooks, and knowledge articles using validated technical input.
• Verify with the responsible engineering owners that diagrams, inventories, and configuration records are current, properly linked, and stored in the managed-services knowledge repository; escalate identified gaps for correction.
• Maintain an escalation record for each assigned account, including the issue, business impact, owner, escalation path, status, and resolution.
• During incidents, compile verified facts from approved sources, identify unresolved questions, and draft client communications for technical review before distribution.

AI-Assisted Workflow

• Document recurring activities as named, repeatable procedures that other coordinators can reuse, and approved AI tools can support.
• Review AI-assisted output for source support, completeness, and accuracy before it is used in client-facing work.

Required Qualifications

• One to three years of experience in technical coordination, account coordination, or IT operations.
• Experience communicating directly with customers or business stakeholders.
• Working knowledge of Microsoft 365 and Entra ID, Windows Server fundamentals, networking concepts, IT service management platforms, backup, and monitoring sufficient to understand technical updates, identify missing information, and route questions appropriately.
• Ability to interpret technical information, identify missing details, and document issues accurately for engineering review.
• Strong written communication, documentation, organization, and follow-up skills, with the ability to produce clear client materials and maintain accurate action records across multiple workstreams.
• Proficiency with Excel, SharePoint, Teams, and PowerPoint.
• Experience using approved AI tools to support repeatable workflows, with the ability to verify source support, accuracy, completeness, and suitability for client-facing use.
• Ability to manage multiple client meetings and workstreams in a meeting-intensive environment.

Preferred Qualifications

• Bachelor’s degree or equivalent practical experience.
• Experience working for an IT managed service provider and coordinating work across multiple client accounts.
• Experience with Freshservice, ServiceNow, Jira Service Management, or a comparable IT service management platform.
• Experience supporting regulated or compliance-focused organizations, including GxP or FDA-regulated life sciences environments and organizations subject to SOC 2 controls.
• ITIL Foundation or a comparable IT service management certification.

Core Competencies

• Maintains complete and current records for assigned actions, owners, due dates, risks, and decisions.
• Communicates technical information clearly to technical and non-technical audiences.
• Escalates missing information, delivery risks, and overdue work through defined channels.
• Coordinates work across client contacts, engineers, service teams, and technical managers.
• Protects the accuracy of client-facing materials by verifying information before distribution.
• Manages competing priorities while maintaining professional, timely communication.