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