Client Success Coordinator

Work Shield; United States; Hybrid; USD 55,000 - 65,000; Full time

Benefits offered by this job

Medical, vision, and dental insurance

Paid time off

Holidays & PTO balance

Gym membership

Professional development opportunities

Job summary

Work Shield, Inc. in Dallas is seeking a Client Success Coordinator to join our Client Success team.

This is a support role focused on getting new clients set up, answering questions, keeping records accurate, coordinating meetings, travel, client gifts, and events to ensure every client has a great experience. You'll work with the Director of Client Success and other teams; training is provided and there is room to share ideas and grow.

Qualifications

• Bachelor's degree required.
• 2+ years of client service or administrative experience.
• Experience using HubSpot or another CRM (HubSpot preferred).
• Strong written and verbal communication; detail-oriented and organized.
• Ability to manage multiple tasks and deadlines in a fast-paced environment.

Responsibilities

• Answer client and employee questions by phone, email, and live chat.
• Record client feedback and log any issues affecting the client experience.
• Flag possible client issues early so they can be addressed.
• Report and track problems with the client portal and coordinate with internal teams.
• Coordinate onboarding materials and assist on onboarding calls and demos.
• Schedule meetings, travel, and client events; assist with client resources.
• Maintain client communications and update Knowledge Hub resources.
• Keep HubSpot and client records up to date; prepare client reports.
• Book travel and coordinate team and client meetings.
• Support client success initiatives and participate in team projects as needed.

Skills

Client service

Administrative experience

Bilingual (English/Spanish)

Education

Bachelor's degree

Tools

HubSpot

Word

Excel

PowerPoint

Canva

PandaDoc

Job description

When an employee reports harassment, discrimination, or other misconduct at work, the employer has to handle it the right way: fairly, quickly, and thoroughly. Work Shield helps them do that. We are the only tech-enabled solution that manages workplace investigations from the first report all the way to resolution, so our clients can protect their people and their workplace culture.

About the Role

Work Shield is hiring a Client Success Coordinator to join our Client Success team in Dallas. This is a support role. You'll work with the Director of Client Success and the rest of the team to carry out our client processes: getting new clients set up, answering questions, keeping our records accurate, coordinating meetings, travel, client gifts, and events, and making sure every client has a great experience.

We'll train you on our processes and tools. Once you know them well, there's room to share ideas and take on more. If you're organized, dependable, and enjoy helping people, we'd like to hear from you.

What You'll Do

Client Support

• Answer client and employee questions by phone, email, and live chat
• Record client feedback and log any issues that affect the client experience
• Flag possible client issues to the team early so they can be addressed
• Report and track problems with our client portal and send them to the right internal team
• Work with our sales, marketing, and technology teams to get client questions answered quickly

Onboarding & Renewals

• Support new client onboarding by preparing and sending onboarding materials and helping on onboarding calls and demos
• Make sure onboarding and renewal updates are accurate and fully completed
• Make follow-up calls and send emails to clients, and share resources that keep clients engaged

Client Communications & Resources

• Coordinate client emails about portal enhancements, workflow changes, and other updates: gather details from internal teams, prepare first drafts, and manage distribution (our Marketing team gives final approval on brand and messaging)
• Maintain our Knowledge Hub support articles, including updating screenshots and instructions
• Suggest new Knowledge Hub resources based on common client questions
• Help coordinate client training sessions and webinars, including scheduling, registrations, materials, and follow-ups
• Maintain and update client resources and materials using our established templates (Canva, PowerPoint, Excel/Google Sheets, PandaDoc)

Records & Reporting

• Keep our client portal and HubSpot (our CRM) up to date with accurate client information, including contacts and company details
• Prepare client reports, including annual updates on client health and incident summaries
• Follow our established processes and workflows, and suggest improvements as you learn them
• Help with team projects as needed

Meetings, Travel & Events

• Book travel for the Client Success team
• Schedule and coordinate team meetings and client meetings
• Order and send client gifts, and help with other client engagement efforts
• Help plan and run Client Success team events, including our annual open house for clients

What You Bring

• Bachelor's degree required
• 2+ years of client service, customer service, or administrative experience
• Experience using HubSpot or another CRM (HubSpot preferred)
• Solid computer skills, including Word, Excel, and PowerPoint (or Google equivalents)
• Experience with Canva or PandaDoc is a plus
• Strong attention to detail and the habit of checking your own work
• Clear, professional written and verbal communication
• Ability to follow a process, stay organized, and manage several tasks and deadlines at once
• Experience booking travel or coordinating meetings and events a plus
• Comfort working in a fast-paced, hands-on environment
• A team player who is patient, friendly, and focused on helping clients
• Bilingual (English/Spanish) a plus

Compensation & Logistics

• Salary: $55,000–$65,000, based on experience, plus a discretionary bonus tied to individual and company performance
• Schedule: Full-time, in our Dallas office 4 days a week, with Wednesdays work-from-home
• Reports to: Director of Client Success
• Medical, vision, and dental insurance
• 12 days of Paid time off + 13 company-paid holidays + 6 sick days
• Basic and supplemental life insurance
• Health Savings Account with employer contributions
• Long-term disability coverage
• Dave Ramsey SmartDollar financial planning membership
• Company-paid parking and gym membership
• Professional development and learning opportunities

Work Shield is an equal opportunity employer. All qualified applicants will receive consideration without regard to race, age, color, sex (including pregnancy), religion, national origin, disability, sexual orientation, gender identity, marital status, military status, genetic information, or any other status protected by applicable law.