Client Success Coordinator

Job Overview

Own day-to-day client delivery across all SMC scopes (bidding, business development, marketing, website, and lead generation). Keep clients organized, informed, and moving. Keep internal systems clean so delivery does not stall.

Job Highlights:

• Hourly Rate: USD 8.96, the equivalent in your local currency
• Schedule: Monday - Friday, 9:00 AM - 5:00 PM, Eastern Time (Odenton, MD), with 1 hour unpaid/paid break (40 work hours per week)
• Work Arrangement: Work from home
• Contract: Independent Contractor

Independent Contractor Perks:

• Health Insurance Coverage for eligible locations
• Permanent work-from-home
• Immediate hiring

Responsibilities

Client Delivery and Communication

• Run recurring client cadence calls (30 minutes), capture notes, and drive follow-ups.
• Send standardized weekly client updates (progress, next actions, blockers).
• Maintain response SLAs (same-day or 24-48 hours depending on the SOW).
• Keep every client aligned to their SOW and prevent scope drift.

Onboarding and Approvals

• Own onboarding coordination (portal completion, documents, approvals path).
• Track and chase approvals (pricing, GO/NO-GO, deliverable sign-offs).
• Move clients from Onboarding to Active once requirements are met.

Bid Pipeline and Solicitations

• Source and route solicitations (commercial, federal, and state as required).
• Keep bid calendars accurate: deadlines, addenda, submission windows.
• Coordinate with Brian and bid coordinators to ensure submissions stay on track.

Internal Coordination (Make the Team Execute)

• Convert client SOWs into internal tasks and timelines.
• Direct Chris (Marketing and Sales Analyst) on required actions per client SOW (lead generation, outreach tasks, reporting, follow-ups).
• Keep files, folders, and templates organized in SharePoint.
• Maintain clean statuses and next actions inside the AI CRM and pipeline system.

Reporting and Analytics

• Produce weekly client reporting using SMC standard templates.
• Track key activity: bids in review, bids submitted, approvals pending, deadlines, and outcomes.
• Flag risks early and escalate to Brian with options, not problems.

Tools You Will Use

• Microsoft 365: SharePoint, Teams, Outlook, Planner, Forms
• Client Portal (Internal CRM and Files)
• Bid Engine - Bidding System
• Smith AI - Lead Gen System
• AI CRM / Sales Pipeline system
• Email and calendar workflows

Reporting Structure

• Reports to Head of Delivery.
• Operationally directs Marketing and Sales Analyst for client deliverables and SOW execution.
• Coordinates with bid coordinators and other delivery support as needed.

KPIs (How You Win)

• Onboarding completion time: 48-72 hours.
• Weekly updates sent on time: 95%+.
• Approval turnaround: under 24 hours, average for active bidding clients.
• Missed deadlines/addenda: 0.
• Client escalations: low and decreasing over time.
• System hygiene: SharePoint, Planner, and AI CRM are always current.

Non-Negotiables (Fit)

• Organized, fast, and calm under deadline pressure.
• Someone great at Excel, charts, data, as well as putting presentations and decks together.
• Excellent client communication (professional, direct, responsive).
• Runs meetings, drives follow-ups, and holds people accountable without being abrasive.
• Comfortable coordinating multiple stakeholders remotely.

Side Note

• This is a permanent work-from-home role under an Independent Contractor arrangement. Candidates must have their own computer and reliable internet connection, and are responsible for their own taxes and benefits. Professional hourly fees are established based on your performance in the application process.

Reminder

• Please follow the provided link to BruntWork’s Career Site to finish your initial application requirements, including the assessment questions, technical check, and voice recording. Submissions with all requirements fulfilled will receive priority review.