About Courser
Courser accelerates the growth of IT service provider companies. We forge dynamic partnerships, leveraging our values of Teamwork, Service, Growth-Mindedness, Trust, and Innovation to deliver impactful solutions and phenomenal customer experiences. If you thrive in a fast-paced IT environment, join our rapidly expanding team and contribute to our ongoing success.
Client Concierge
The Client Concierge plays a critical role in supporting Courser’s small and long-tail clients by delivering proactive, high-quality customer service and operational support. This role manages non-technical inbound client requests, assists with survey follow-ups, supports Account Managers with operational tasks, and helps ensure operational excellence for clients who are not assigned to a dedicated Account Manager.
Working closely with Service Operations and Account Management teams, the Client Concierge ensures that customer inquiries are handled efficiently, data within the CRM remains accurate, and small customers receive consistent, professional engagement.
Key Responsibilities:
Client Request Management Manage inbound client requests forwarded from the dispatcher team that are not service-oriented, including billing questions, invoice issues, general problem resolution, and simple quote requests
Provide first-touch resolution when possible or route requests to the appropriate internal team with clear documentation
Ensure timely communication and follow-through with clients to maintain a high level of customer satisfaction
NPS & CSAT Survey Follow-Up Proactively reach out to clients following project completion or service interactions to encourage survey participation
Improve response rates for customer satisfaction and Net Promoter Score surveys
Document client feedback and escalate detractor responses to appropriate teams when necessary
Data Hygiene & Account Support Maintain accurate records for accounts, contacts, and opportunities within the CRM
Support Account Managers with administrative preparation for Strategic Business Reviews (SBRs), including compiling account data, preparing presentation materials, and coordinating meeting logistics
Basic Orders & Quote Requests Process basic quote requests and orders for small customers and Account Managers, including workstations, peripherals, and other standard equipment
Ensure quotes, orders, and communications are processed accurately and completed in a timely manner
Microsoft Renewals & Pricing Communication Manage Microsoft renewal notifications and communicate pricing updates to clients
Work with distributors such as TD SYNNEX to support renewal workflows
Track renewal timelines and escalate issues to Account Managers or Service Operations when necessary
Small Customer Relationship Support Serve as the primary point of contact for customers generating less than $1,500 in monthly recurring revenue (MRR) who are not assigned to an Account Manager
Manage requests, communications, and general client support needs for these accounts
Establish a proactive outreach cadence to engage with clients throughout the year and maintain positive relationships
Tools & Systems CRM: HubSpot (client outreach, logging interactions, reporting)
Quoting / Order Processing: QuoteWerks / CPQ tools and TD SYNNEX portal
Service Desk: ConnectWise (documentation and handoffs)
Collaboration: Microsoft Teams and approved messaging channels
KPIs & Outcomes NPS and CSAT survey completion rates and overall score trends
First-contact resolution rate for inbound client requests
Accuracy and turnaround time for quotes and order processing
On-time Microsoft renewal completion rates
Coverage and engagement cadence for small clients (less than $1,500 MRR)
Qualifications:
· 2+ years of experience in customer service, contact center, or customer success roles (MSP or IT services experience preferred)
· Strong written and verbal communication skills, including the ability to handle billing questions and basic…