Client Success Concierge

Transitions Group; Riverside (CA); Remote; USD 42,000 - 70,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

Life insurance

401(k) matching

Flexible vacation time

Paid sick time

Holidays incl. Birthday + Floating

Job summary

Courser seeks a Client Concierge to support small and long-tail clients with proactive, high-quality customer service and operational tasks. You will handle non-technical inbound requests, assist with survey follow-ups, and help ensure CRM hygiene and renewal processes.

You will collaborate with Service Operations and Account Management to ensure accurate data, timely quotes, orders, and coordination for Microsoft's licensing and renewals. Remote, team-based environment across accounts.

Qualifications

• 2+ years in customer service, contact center, or customer success (MSP or IT services experience preferred).
• Strong written and verbal communication, including billing questions and basic sales inquiries.
• Experience 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).
• Process basic quote requests and orders for small customers and Account Managers.
• 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).
• Establish a proactive outreach cadence to engage with clients throughout the year and maintain positive relationships.

Skills

Customer service

Communication

CRM systems

Quoting tools

Licensing processes

Organization

Remote teamwork

Tools

HubSpot

QuoteWerks

CPQ tools

TD SYNNEX portal

ConnectWise

Microsoft Teams

Job description

Courser seeks a Client Concierge to support small and long-tail clients with proactive, high-quality customer service and operational tasks. You will handle non-technical inbound requests, assist with survey follow-ups, and help ensure CRM hygiene and renewal processes.

You will collaborate with Service Operations and Account Management to ensure accurate data, timely quotes, orders, and coordination for Microsoft's licensing and renewals. Remote, team-based environment across accounts.