Client Experience Coordinator

The Client Experience Coordinator exists to protect the quality and consistency of the client experience by owning the operational execution behind the Client Growth team.

This is a high-accountability coordination role with meaningful client visibility, and the moments with clients matter significantly. You are often the first point of contact for scheduling, logistics, onboarding coordination, and follow-through. Every interaction must reflect professionalism, urgency, precision, and care.

You own the operational side of the client journey so Client Growth Advisors can stay focused on advisory work, retention, and client outcomes. This includes scheduling, communication workflows, CRM accuracy, pre-work coordination, and identifying issues before they impact the client experience.

This role is best suited for someone highly organized, detail-oriented, proactive, and responsive. Strong performance looks like consistent cross-functional communication with flawless follow-through, fast escalation of issues, and a client experience that feels smooth, polished, and reliable at every step.

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  Manage client communication across email, phone, and SMS with a high standard of professionalism, responsiveness, and accuracy

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  Own end-to-end scheduling and logistics for all CGA client sessions, including Discovery Calls, Welcome Calls, account management sessions, confirmations, reschedules, and follow-ups

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  Track and coordinate all client pre-work, intake forms, and required deliverables; proactively follow up with unresponsive clients and flag risks early

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  Maintain accurate and up-to-date client records in HubSpot, including interaction logging, status updates, task tracking, and float pool monitoring

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  Escalate issues to the appropriate team members related to client friction, missed steps, scheduling risks, or engagement concerns

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  Coordinate post-call execution and re-ascension logistics to ensure no client falls through operational gaps

• Comfortable operating in a fast-paced, client-first environment where priorities can shift quickly

• Exceptional written communication with strong judgment, professionalism, and attention to tone and detail

• Highly organized with strong attention to detail, operational precision, and follow-through; able to manage high volumes of coordination work without losing accuracy or responsiveness

• Proactive operator who identifies gaps, follows up without prompting, catches issues before they impact clients or internal workflows, and escalates risks quickly and clearly

• Technical proficiency with AI tools, Slack, and calendar coordination, with the ability to quickly learn new systems and workflows

• 100% ownership and execution of coordinator-scope client journey tasks

• ≥95% on-time completion rate for client pre-work and Discovery Call scheduling

• 100% adherence to communication SLAs across client outreach and follow-up workflows

• Zero clients exceeding float pool thresholds at weekly review

• Zero missed Tier 1 churn, engagement, or client-risk signals within coordinator scope

• Consistently accurate CRM records, scheduling workflows, and client communications with minimal correction required

• Monday through Friday, 8:00 AM - 5:00 PM MST, with flexibility to support hours associated with workshops or special events.

• Because we're client-first, urgent requests may occasionally require support outside this window. “Logging off” typically aligns with completing priority tasks and meeting immediate client needs.

• Remote, USA

• Light travel may be required

Our core values are the heart and soul of this incredible company. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.

Be at your best when your best is needed. Enjoyment of a hard challenge. Those who have the drive to constantly improve, the superior intellect and long term commitment to see incremental improvements become compounding returns.

Have the self awareness to accurately perceive and communicate hard truths that improve others and self, the courage to do so, and the humility to accept them, even when it hurts. Nothing great can be built without feedback: internally or externally.

Be the type of person with whom people are always proud to associate, personally and professionally. We look for true alignment of thoughts, words, and actions towards a goal worth pursuing.