Client Experience Coordinator

The Client Experience Coordinator exists to support the Client Growth team by owning all non-advisory, non-relationship work, allowing CGAs to focus fully on client outcomes, retention, and growth.

This is a semi-client-facing execution role within Client Experience. You are responsible for scheduling, logistics, CRM hygiene, and pre-work coordination across the client journey. You operate across email, phone, and SMS and are often the first touchpoint for scheduling and logistics-related communication.

This role is focused on execution. You manage high volumes of coordination work with precision and consistency. You ensure the operational side of the client experience runs without friction, and every interaction reflects a high standard of professionalism, clarity, and responsiveness.

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  Own all scheduling execution for CGA sessions, including Discovery Calls, Welcome Calls, and account management sessions

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  Manage CGA calendars end-to-end, including availability, confirmations, reschedules, and follow-ups with unresponsive clients

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  Collect and track client pre-work, intake forms, and required inputs; flag at-risk or unresponsive clients in HubSpot

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  Maintain accurate client records in HubSpot, including logging all interactions, updating statuses, and monitoring the float pool

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  Identify and escalate client risk signals immediately, support post-call follow-ups, and coordinate re-ascension logistics

• Exceptional written communication; clear, concise, and on-brand with minimal oversight

• Strong organization and follow-through; manages high task volume without drop-off

• CRM proficiency; comfortable in HubSpot or similar systems with high data accuracy

• High attention to detail; catches errors before they impact clients or team

• Strong escalation judgment; understands role boundaries and flags issues immediately

• 100% of coordinator-scope client journey tasks owned and executed

• ≥95% pre-work completion rate and Discovery Calls booked on time

• 100% adherence to communication SLAs across all outreach

• Zero clients beyond float pool thresholds at weekly review

• Zero missed Tier 1 churn or risk signals within coordinator scope

• 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.