Client Success Coordinator

Mission of the Role

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
• Paid Hours per Week: 40
• Schedule: Monday to Friday, 9:00-5:00 pm EST (Odenton, MD)
• Work Arrangement: Work from home
• Contract: Independent Contractor

Side note: Since this is a permanent work-from-home position and an “Independent Contractor” arrangement, the candidates must have their own computer and internet connection. They will handle their own benefits and taxes. The professional fees are on hourly rates and the rate depends on your performance in the application process.

What You Own (Core 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 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.

Independent Contractor Perks:

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

Reminder:

Kindly apply directly to the link provided; you will be redirected to BruntWork’s Career Site. Complete the initial requirements, including the voice recording, pre-screening assessment, and technical check of your computer/device.