Client Services Coordinator

JOB SUMMARY

Our clients hired Cybernautic so their website would be one less thing to worry about. When they have a question, a change request, or a problem with their website, email, or hosting, they want one person who picks it up and owns it until it's done. Nobody should have to wonder whether their request landed. That's this role, and it's how Cybernautic delivers on our promise:
The Web Made Easy®.

That's where you come in. As a Client Services Coordinator, you'll be the bridge between our clients and the people who build things. Before a site launches, you'll help drive the project to the finish line: gathering content, reviewing designs against the site outline, loading pages, and testing what gets built. After launch, you'll own the support relationship, understanding what a client actually needs, turning it into a clear and well-documented request, routing it to the right person, and keeping the client informed the whole way.

You won't do this alone. You'll work in Fresh Desk, Asana, Hub Spot, One Drive, and Microsoft Teams, alongside our Technical Support Specialist, who handles deep troubleshooting and code-level fixes so you can stay focused on clients and coordination. You'll take project direction from our Project Managers and report to the CEO.

You'll also help decide what's in scope. Some requests are covered by a client's service agreement, some are billable, and some are work we simply don't sell. Knowing the difference, quoting the small stuff, and telling a client plainly when something is out of reach is a real part of the job, and nobody expects you to know where every line falls on day one.

This is an in-office role in Bloomington-Normal, IL. If you like keeping a lot of plates spinning at once, stay friendly under pressure, and get real satisfaction from work that's finished rather than almost finished, this one was built for you. Do this job well and clients stop worrying about their website, projects land when we said they would, and easy stops being a tagline and starts being the experience.

• Serve as the primary point of contact for assigned clients throughout their projects and after launch
• Work with clients by telephone, email, Fresh Desk, and Microsoft Teams
• Set clear expectations on timing and scope, and keep clients posted while work is in progress
• Explain technical concepts to non-technical clients in plain language
• Stay current on what Cybernautic actually offers so clients get accurate answers

• Own the full ticket lifecycle: opening, assigning, monitoring, escalating, and resolving
• Keep accurate records of client interactions, inquiries, complaints, and actions taken
• Document, research, and coordinate resolution of client-reported issues
• Review completed work from the client's perspective before closing a ticket
• Acknowledge new requests the same business day, and keep clients updated until the request is closed

• Support website projects from kickoff through launch, working at the direction of the assigned Project Manager
• Set up new projects from approved templates, build project folders, and upload and link handoff documents such as site outlines and redirect lists
• Create and maintain the Content Delivery Plan covering the assets a launch depends on, including logos, images, and domain information
• Send the plan and shared folder access to clients, distribute data collection forms, and follow up on outstanding content
• Review homepage and interior page designs against the site outline, request revisions from designers, and coordinate review meetings
• Load approved content into the website, click through it to make sure everything works, and note anything that needs fixing with a quick screenshot or recording
• Confirm target launch dates, update production queues, and record official launch dates
• Join weekly web marketing meetings and help maintain project priority lists

• Evaluate each incoming request against the client's service agreement to determine the right path: standard support, billable update, marketing work, or project work
• Recognize when a request…