Client Success Coordinator

Job DetailsJob Location: Rainbow Office - Las Vegas, NV 89107Position Type: Full TimeEducation Level: 4 Year DegreeSalary Range: $47,500.00 - $70,000.00 SalaryTravel Percentage: NoneJob Shift: DayJob Category: Customer ServiceJob Purpose:

The Client Success Coordinator Tier 2 role is a client-facing role that builds upon foundational communication, coordination, and service skills to include proactive account management and client relationship oversight. This role involves nurturing long-term relationships, managing key client accounts, and collaborating with internal departments to ensure clients receive maximum value from our services. The CSC 2 acts as a strategic partner to clients and a key liaison across departments to support high-touch service and retention.

Key Responsibilities:

Client Communication & Relationship Management

Serve as the dedicated account manager for an assigned portfolio of clients, ensuring consistent, professional communication and follow-up.
Proactively engage clients to identify needs, provide updates, and offer service recommendations aligned with their goals.
Handle escalated client issues or complex inquiries, ensuring timely resolution and clear communication throughout.
Maintain regular check-ins and relationship-building communications to ensure ongoing satisfaction and client retention.

Client Coordination & Strategic Oversight

Lead client onboarding and success planning, ensuring a seamless transition from sales and setting expectations.
Work cross-functionally to develop tailored solutions by coordinating with specialized departments (e.g., legal, finance, entity formation).
Track client milestones and timelines, ensuring deliverables are met and communicated effectively.

Account Performance & Insights

Monitor client usage, feedback, and service outcomes to identify upsell, cross-sell, and renewal opportunities.
Analyze account activity and prepare performance summaries to provide insights and suggest improvements.
Contribute to client satisfaction and retention metrics through proactive service and relationship building.

Knowledge Development & Advisory Support

Maintain a working knowledge of services related to asset protection, business structures, entity formation, estate planning, and capital development.
Provide clients with general guidance on service areas and connect them with internal experts as needed.
Attend regular training and contribute to the creation and improvement of client education materials.

Process Improvement & Strategic Contribution

Identify and propose improvements to client engagement workflows, communication tools, and knowledge-sharing processes.
Provide feedback to leadership and support the implementation of new strategies or tools to enhance client satisfaction and team performance.

Administrative & Team Support

Assist in training and mentoring Level 1 team members.
Support internal reporting, documentation, and CRM data management related to client accounts.
Perform other duties as assigned to support the team’s objectives and organizational growth.

Competencies:

Integrity

Consistently demonstrates ethical behavior.
Addresses minor ethical issues independently.
Ensures confidentiality and privacy in more complex situations.

Accountability

Manages own workload and meets deadlines with minimal supervision.
Takes responsibility for the outcomes of projects.
Proactively addresses issues and takes corrective actions.

Customer Focused

Addresses customer needs independently.
Handles more complex customer inquiries and complaints.
Consistently seeks ways to improve customer satisfaction.

Time Management / Organization

Plans and organizes own work efficiently.
Balances multiple tasks and projects effectively.
Uses advanced organizational tools to manage time.

Communication

Communicates effectively in a variety of settings.
Tailors messages to the audience and situation.
Facilitates productive discussions and meetings.

Teamwork

Contributes to team goals and objectives.
Builds positive relationships with team members.
Resolves minor conflicts within the team.

Self-Motivated

Takes initiative to improve processes and outcomes.
Manages own workload and sets personal goals.
Pursues continuous learning and development.

Required Qualifications:

Bachelor’s degree in Business, Communications, Marketing, or a related field; advanced coursework in client success, account management, or customer experience is a plus.
3+ years of professional-level experience in client success, account management, or a customer-facing role, preferably within professional services, financial services, or a consulting environment.
Proven ability to manage client relationships independently, including resolving complex issues and proactively driving client satisfaction and retention.
Demonstrated experience with account oversight or portfolio managem