Client Services Coordinator

Client Onboarding and Planning

• Support onboarding by setting up client systems and workflows (Clockify, Active Campaign, SharePoint folders).
• Trigger all necessary task workflows, including service contract tasks, kick-off meeting agendas, and planning checklists.
• Initiate service tasks and 30-60-90-day planning processes.
• Ensure timely creation and update of client service plans; monitor consultant compliance and report discrepancies.

Project and File Management

• Maintain organized and accessible digital filing systems for client documents.
• Address document access issues promptly and ensure protection of confidential files.
• Oversee completion and scheduling of Board surveys and interviews, in coordination with consultants and clients.

Client Communication and Support

• Create agendas, manage notetaking and meeting summaries/transcripts, and draft reports aligned with each client’s scope of work.
• Submit documentation for review prior to meetings and maintain up-to-date records.
• Maintain clear records of both draft and final versions in client folders.
• Support communication and scheduling tasks to maintain a smooth client experience.

Template and Process Documentation

• Manage updates to service delivery templates and tools.
• Maintain a comprehensive library of templates, training videos, and job aids for both internal use and client services.
• Create and send documents from templates.

Consultant Support and Communication

• Coordinate onboarding of new members of the client services team and track data on personnel for the department.
• Schedule and coordinate internal meetings, create agendas and download meeting summaries and transcripts.
• Act as a liaison between consultants and internal teams.
• Respond promptly to administrative support requests from consultants.
• Anticipate consultant needs and ensure they have access to necessary tools and documentation.
• Support consultant onboarding, orientation to tools/systems, and service delivery consistency.

General

• Maintain high standards for documentation and communication
• Ensure consistent formatting, accuracy, and professionalism
• Meet with supervisor.
• Prepare reports on work activities and progress toward Company objectives.
• Keep track of and report time on Company timesheet.
• Collaborate with other Company personnel.
• Participate in professional associations for nonprofit professionals.
• Stay informed on the latest developments within the nonprofit sector.
• Other general duties in support of the Company’s client services.

Work Context

• Requires telephone conversations
• Requires interfacing with a computer
• Requires use of electronic mail
• Requires writing letters, memos, articles and reports
• Requires face-to-face and online discussions with individuals or teams
• Requires work with others in a group or team
• Requires work with external customers or the public
• Requires being exact or highly accurate
• Requires meeting strict deadlines
• Requires working indoors in controlled conditions
• Includes responsibility for work outcomes and results

Education and Experience 

Education:

• Bachelor’s degree preferred.

Experience:

• Prior experience in an administrative, project coordination, or nonprofit support role is strongly preferred.
• Familiarity with client service operations, digital file management, and workflow tools is a plus.

Specific Knowledge / Skills Required:

• Excellent organizational and time management skills
• Excellent customer service skills
• English language and grammar skills
• Excellent written and oral communication skills
• Proficiency in MS Word, Outlook
• Working knowledge of MS Excel

Specific Knowledge / Skills Preferred:

• Experience with project management and CRM tools (e.g., MS Planner, Active Campaign)
• Working knowledge of MS Teams, Zoom
• Experience with donor management systems (e.g. DonorPerfect, Raiser’s Edge/NMT, Bloomerang, Little Green Light, etc.)
• Adobe Acrobat Standard, specifically creating and sending documents for signature