Client Success Specialist

Client Success Specialist

Position Summary

The Client Success Specialist serves as the primary operational resource for hardware procurement, software licensing, renewals, vendor coordination, and client follow-up. This role supports the vCIO team by ensuring recommendations are tracked, renewals are reviewed proactively, procurement activities are completed accurately, and clients receive consistent communication throughout the process.

This position is ideal for someone who enjoys organization, client communication, process management, and coordinating technology initiatives from recommendation through completion.

Primary Responsibilities

Procurement & Lifecycle Management

• Process hardware and software procurement requests.
• Create and manage client quotations.
• Track quote approvals and procurement opportunities.
• Coordinate ordering, receiving, and deployment logistics.
• Communicate shipping timelines and project dependencies.
• Track hardware warranties and lifecycle replacement opportunities.
• Assist with vendor management and procurement escalations.
• Maintain procurement documentation and asset records.
• Coordinate with projects and service teams to ensure equipment readiness.

Licensing & Renewals

• Monitor Microsoft, Pax8, and vendor renewals.
• Review licensing usage and utilization.
• Identify licensing optimization opportunities.
• Ensure client agreements align with actual licensing consumption.
• Assist with contract, subscription, and warranty renewal planning.
• Communicate upcoming renewals and cost changes to clients.
• Support budgeting conversations related to licensing and lifecycle planning.

Client Success & Account Coordination

• Conduct client follow-up on recommendations and open items.
• Ensure clients receive updates regarding orders, and renewals
• Escalate concerns that may affect client satisfaction or retention.
• Support client satisfaction initiatives and follow-up activities.

Internal Coordination

• Maintain ConnectWise opportunities and procurement records.
• Follow up on open project and procurement items.
• Facilitate communication between departments to eliminate delays.
• Coordinate action items resulting from TBRs and client meetings.
• Ensure recommendations move from planning to execution.

Key Outcomes

✅ Accurate and timely procurement delivery

✅ Proactive licensing and renewal management

✅ Strong client communication and follow-up

✅ Improved visibility into lifecycle and warranty planning

✅ Consistent coordination between service, projects, procurement, and vCIO teams

Success Metrics

Procurement

• Quote turnaround time
• Order accuracy
• Procurement completion rate
• Vendor response follow-up
• Procurement gross margin targets

Renewals

• Renewals reviewed prior to expiration
• Licensing optimization opportunities identified
• Renewal retention rate
• Renewal recommendation completion rate

Client Coordination

• Recommendation follow-up completion
• Client touchpoint completion
• Client satisfaction scores
• Onboarding milestone completion

Indicators that this will be the role for you:

• Understands how procurement, renewals, lifecycle planning, and proactive communication contribute to client success.
• Enjoys coordinating details, solving logistical challenges, building client relationships, and ensuring nothing falls through the cracks.
• Can effectively manage multiple clients, procurement requests, renewals, and follow-up activities while maintaining a high degree of organization and accountability.
• 1-2 years' experience required.
• Experience with ConnectWise Manage is a plus!
• Experience with CPQ (formally namedQuosalSell) is a plus!

More about us:

At LeadingIT, our people and our culture are at the heart of everything we do. We are a growing, security-focused MSP that runs on the Entrepreneurial Operating System (EOS). This means clarity, accountability, and alignment are not buzzwords here. They are how we operate every single day. We want everyone on our team to live their EOS life, which means having the ability to do what you love, with people you love, while making a huge difference, being compensated appropriately, with time for other passions.

Our core values are not posters on the wall. They are who we are.

Accountable. Staying Positive. Chase Excellence. Driven. Humbly Confident.

If these values describe how you show up in your work and with your clients, you will fit right in here.

Our all-inclusive total compensation and benefits package for this role includes:

• Salary range for this roll is $52k-$60k annually based on experience.
• Ascension plan if applicable
• We provide 100% company paid health, dental, life, and vision benefits – value of $4,500 to $14,000/year
• We match 5% of your contributions to Guideline 401k – value of 5% of salary.
• Open Door PTO policy
• Company provided gear (notebook + softphone) as well as company clothing.

Our hiring process:

• Submit your application
• If we like what we see, we will reach out to schedule a video interview

Additional Perks:

We’re building a company where success is shared. LeadingIT has committed to distributing $5 million in profit back to our team over the next 10 years—on top of fully paid benefits, unlimited PTO, and a people-first culture. We are building something that changes lives.

For a more in depth look at our jobs/benefits/hiring timeline check out www.goleadingit.com/careers

Requirements

1-2 years experience