Client Success Coordinator

Job Purpose:

To coordinate client needs, answer questions, and direct clients to the appropriate department for assistance. This role involves daily client interactions, developing an extensive knowledge base over time, and ensuring exceptional client service.

Key Responsibilities:

Client Communication:

• Provided customer service and assisted as a primary contact for clients regarding the wide range of services offered.
• Respond to all correspondence within 1-2 business days.
• Communicate with clients via phone, email, and chat to provide information, answer questions, and follow through on requests.

Client Coordination:

• Work with clients to coordinate their needs and ensure they are directed to the appropriate department for assistance.
• Utilize the resources and knowledge of each professional in their respective departments to address client needs.

Knowledge Development:

• Develop a thorough understanding of asset protection, business structures, entity formation, estate planning, and capital development.
• Continuously expand knowledge base to serve clients better and improve client experience.

Process Improvement:

• Identify opportunities for improving client communication and coordination processes.
• Implement best practices to enhance efficiency and client satisfaction.

Administrative Support:

• Assist with various administrative tasks as needed to support the Client Success team.
• Perform all other duties as assigned by management to support the overall objectives of the organization.

Required Qualifications:

• Bachelor’s Degree in business or related field
• Minimum 3 years of customer service background.
• Comfortable working with technology and word-processing systems.
• A high degree of accuracy and attention to detail.
• Ability to establish rapport and build strong relationships with clients in a friendly and confident manner.
• Ability to prioritize work and complete duties accurately and timely.
• Ability to work independently without direct supervision.
• Comfortable working in a fast-paced environment.
• Minimum of 2 years of professional-level work experience.

Preferred Qualifications:

• Additional certifications or coursework related to customer service or client coordination.

Performance Metrics:

• Client Satisfaction: Measured by client feedback and satisfaction survey results.
• Efficiency: Timely completion of client communication and coordination tasks.
• Communication: Responsiveness to client communication and effective team collaboration.
• Knowledge Development: Continuous improvement and expansion of knowledge base.