Client Concierge & Renewal Specialist

Palmetto Technology Group (PTG); Riverside (CA); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) match

Paid time off

Flexible vacation

Job summary

Courser seeks a Client Concierge to support our small and long-tail clients with proactive, high-quality service. You will handle non-technical inbound requests, assist with survey follow-ups, and support Account Managers with operational tasks.

In this Riverside, CA-based role, you will maintain CRM data hygiene, process basic quotes, manage renewals with Microsoft licensing, and ensure consistent engagement for clients under $1,500 MRR. Join a collaborative team focused on service excellence.

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 sales inquiries.
• Experience working with CRM platforms (HubSpot preferred), quoting tools, and Microsoft licensing processes.
• Highly organized with strong attention to detail and the ability to manage multiple priorities.
• Proactive, collaborative, and comfortable working within a remote outsourced team structure.
• Scope limited to triage, client outreach, renewal support, quoting assistance, SBR preparation, and CRM data hygiene.
• Clear escalation paths for complex billing issues, service quality concerns, or at-risk customer accounts.
• Adherence to Courser values, operational standards, and data-handling requirements.

Responsibilities

• 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.
• 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 elevate detractor responses to appropriate teams when necessary.
• 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.
• 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.
• 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 elevate issues to Account Managers or Service Operations when necessary.
• 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.

Skills

Customer service

Communication

CRM experience

Remote collaboration

Tools

HubSpot CRM

QuoteWerks

CPQ tools

ConnectWise

TD SYNNEX portal

Microsoft licensing

Job description

Courser seeks a Client Concierge to support our small and long-tail clients with proactive, high-quality service. You will handle non-technical inbound requests, assist with survey follow-ups, and support Account Managers with operational tasks.

In this Riverside, CA-based role, you will maintain CRM data hygiene, process basic quotes, manage renewals with Microsoft licensing, and ensure consistent engagement for clients under $1,500 MRR. Join a collaborative team focused on service excellence.