Client Co-ordinator

Client Co-ordinator

Contact Center India

APPLY

Description

JOB DESCRIPTION

Client Coordinator

The client’s advocate inside VikingCloud.

Job title

Client Coordinator

Department

Client Operations

Reports to

Manager, Client Coordination

Level

Individual contributor

Location

Vadodara (Work from Office)

Position summary.

The Client Coordinator is the client’s internal advocate at VikingCloud. You keep every function that touches an account aligned to what that client needs, and you make sure the client hears back from us as one organization rather than a set of separate teams.

Clients often buy across several VikingCloud product lines and run multiple lines of business of their own. You hold the whole relationship in view, so the account is managed as one client instead of fracturing along internal or product boundaries. You own the open items, the follow-through, and the communication cadence that hold that view together.

Key responsibilities.

Own the single view of the client.

• Track every open ticket, request, and commitment for assigned accounts across VikingCloud functions, including Finance, Product, Engineering, Support, Account Management, Sales, and Provisioning.

• Maintain one consolidated view of account status across all product lines that any internal team can rely on.

• Connect activity across a client’s lines of business, brands, and locations so the account is managed as a single relationship.

• Keep account documentation current, including key contacts, environment details, history, and standing commitments.

Drive open items to closure.

• Confirm that tickets, issues, and client requests are actioned and progressing against expected timelines.

• Identify stalled items, work with the owning function to restart them, and escalate when progress stops.

• Close the loop on every commitment made to the client, and confirm resolution with the client rather than assuming it.

• Coordinate cross-functional items that have no single natural owner.

Manage the client communication cadence.

• Run a regular communication cadence scaled to account size and activity level, from weekly for the largest and most active accounts to quarterly for lower-activity accounts.

• Prepare and deliver consolidated status updates that speak for all of VikingCloud, covering open items, progress, timelines, and next steps.

• Give the client one predictable point of contact for status, and route requests to the right internal team without handing the client a directory.

• Keep the client informed on progress before they have to ask.

Surface client needs and concerns.

• Raise client needs, concerns, and satisfaction signals to Account Management and Operations leadership early enough to act on them.

• Flag patterns across accounts that point to a product gap, a process gap, or a recurring service issue.

• Support renewal, expansion, and escalation conversations with accurate account context.

Improve how VikingCloud works.

• Identify friction in internal handoffs and propose specific fixes.

• Contribute to standards for account documentation, communication cadence, and escalation paths.

• Strengthen client perception of value through consistent, reliable follow-through.

Working relationships.

The Client Coordinator works across the organization and holds no direct authority over the teams doing the work. Influence, clarity, and persistence are the tools of the role.

Internal function

The Client Coordinator’s role

Support and the security operations center

Track ticket status and aging, confirm ownership, and coordinate escalation of urgent and high-priority items.

Engineering and Product

Follow open defects and enhancement requests, and translate client impact into terms the owning team can act on.

Account Management and Sales

Share account health, unresolved concerns, and value signals ahead of renewal and growth conversations.

Provisioning

Monitor new orders, installs, and change requests through to completion across product lines.

Finance

Coordinate billing questions, credits, and disputes so the client receives one answer.

Operations leadership

Report account status, escalate risk early, and recommend process improvements.

What success looks like.

Performance is measured on the health of the accounts in the portfolio, not on activity volume.

• First response time on new client requests.

• Aging of open items, with attention to anything open longer than three business days without progress.

• Cadence adherence against the schedule set for each account.

• Escalation rate and the quality of escalation handoffs.

• Client satisfaction and retention across the assigned portfolio.

• Accuracy and currency of account documentation and status reporting.

• Documented process improvements adopted by the wider organization.

Qualifications.

Required.

• 3 – 5 years in client service, account coordination, service delivery, or technical support.

• Proven ability to coordinate work across teams you do not manage, and to keep items moving without formal authority.

• Strong written and verbal communication, including comfort presenting status directly to client stakeholders.

• Disciplined organization and follow-through across a high volume of concurrent open items.

• Working knowledge of ticketing and customer relationship management tools such as Zendesk and Salesforce.

• Sound judgment on when to resolve, when to escalate, and how much detail a client needs.

• Bachelor’s degree or equivalent practical experience.

Preferred.

• Experience in cybersecurity, compliance, or managed services.

• Familiarity with PCI DSS or another regulatory framework.

• Experience supporting distributed enterprise, multi-location, or franchise accounts.

• Exposure to engineering workflo