ABOUT US
We are a dynamic and growing Managed Service Provider (MSP) serving small to mid-sized businesses with reliable, secure, and forward-thinking IT solutions. With a strong focus on cybersecurity and business continuity, we leverage industry-leading platforms like Microsoft, Google, Kaseya and Datto to deliver exceptional service and peace of mind to our clients
SUMMARY
The Client Success & Operations Coordinator plays a pivotal role in bridging the gap between our technical teams and our clients. This role ensures smooth communication, exceptional client experience, and efficient internal operations.
You will act as a central point of coordination across client communications, service delivery support, administration, and executive assistance. This is an ideal role for someone highly organised, proactive, and people-focused, who thrives in a fast-paced MSP environment.
KEY RESPONSIBILITIES
Client Success & Communication
* Act as a primary point of contact for client communications via phone and email
* Log, prioritise, and manage client requests within defined timeframes (SLA awareness)
* Schedule callbacks and ensure timely follow-ups
* Proactively check in with clients to ensure satisfaction and identify support needs
* Maintain accurate communication records within PSA systems
* Support the technical team by ensuring clear, structured client updates
Operations & Service Coordination
* Coordinate schedules for client interactions and service activities
* Support service delivery by ensuring tasks are tracked, assigned, and completed
* Assist in improving internal processes for communication and service efficiency
* Help maintain consistency in workflows, documentation, and client touchpoin
Executive & Administrative Support
* Provide administrative support to leadership (calendar management, scheduling, coordination)
* Prepare reports, summaries, and internal documentation
* Assist in managing internal priorities and tracking key operational tasks
* Handle general administrative duties to support business operations
Event & Project Coordination
* Collaborate with the team to plan and execute company and client events
* Coordinate logistics, vendors, and communications for events
* Support internal initiatives and projects across departments
Marketing & Client Engagement Support
* Assist external marketing partners with content coordination for social media
* Help gather client insights, case studies, and success stories
* Support campaigns aimed at improving client engagement and retention
Logistics & Procurement Support
* Coordinate booking, tracking, and delivery of shipments
* Maintain records of orders and deliveries
* Liaise with suppliers and vendors as needed
Key Skills & Attributes
* Exceptional communication and interpersonal skills
* Highly organised with strong attention to detail
* Ability to manage multiple priorities in a fast-paced environment
* Proactive and client-focused mindset
* Strong administrative and coordination skills
* Comfortable working with systems (ticketing/PSA tools preferred)
* Team player with the ability to collaborate across technical and non-technical teams
QUALIFICATIONS & EXPERIENCE
Required:
* Experience in an administrative, client service, or coordination role
* Strong communication and organisational skills
* Experience handling client communications (phone/email)
Preferred:
* Experience working in an MSP or IT services environment
* Familiarity with ticketing or PSA systems
* Exposure to event coordination or marketing support
* Experience supporting senior leadership or executives