Client Services Coordinator

About Us:

Twinstate Technologies is where cybersecurity, IT, and client satisfaction come together. With over 50 years of industry leadership in Managed Cybersecurity and IT, we prioritize security above all, adhering to industry standards in our designs to safeguard our clients' systems and ensure business continuity. As dedicated partners, we boost productivity and enhance their bottom line, delivering tailored solutions that exceed expectations.

Twinstate Technologies is where innovation meets Exceptional Experiences for our clients.

• Accountable
  - Own it
• Grit
  - Never give up
• Resourceful
  - Gets things done
• Team Driven
  - Cares about our clients and our team
• Security First
  - Innovative

The Client Services Coordinator/Scheduler coordinates client service, project, and technical schedules to keep the right work moving with the right resources. This role prioritizes agreement-client obligations, supports Twinstate’s goal of 10-out-of-10 client satisfaction, creates organized and manageable workloads, maximizes billable potential, and provides early visibility into capacity, training, and staffing needs.

• Manage and continually optimize schedules for technicians supporting service tickets, implementations, projects, appointments, and client commitments.
• Prioritize active agreement clients and their documented service levels, response commitments, and contractual obligations over nonagreement work, except for approved safety, security, legal, or material business-impact exceptions.

• Verify the applicable agreement, scope, service level, and available capacity before confirming commitments.
• Escalate promises or requests that conflict with policy, existing obligations, or realistic scheduling capacity.
• Support Twinstate’s goal of 10-out-of-10 client satisfaction through reliable follow-through, proactive communication, accurate expectations, and timely updates when schedules change.
• Create a well-planned, organized, and manageable workload balance and pace that maintains support and implementation momentum while allowing flexibility for urgent or unexpected needs.
• Match work to technicians based on skills, experience, client familiarity, location, availability, travel requirements, and sustainable individual capacity.
• Provide reasonable advance notice for travel and onsite work, and raise concerns when schedule density, repeated interruptions, excessive travel, or workload may be unhealthy or unsustainable for an individual.
• Maximize billable potential by prioritizing approved billable client work and protecting technical capacity from avoidable, deferrable, or poorly planned nonbillable activity.
• Work closely with Operations, Project Coordinators, the CISO, the CRO, Sales, and technical leaders to coordinate support, project intervals, implementations, discovery, scoping, design assistance, and new-service opportunities.
• Keep new projects and services moving without displacing higher-priority contractual obligations, active service responsibilities, or already committed client work.

• Monitor backlog, utilization, schedule density, project milestones, travel, open-ticket demand, and emerging conflicts; rebalance work and elevate constraints promptly.
• Communicate evidence-based changes in demand, utilization, workload, skill gaps, or capacity as early as possible so leadership can plan hiring, training, cross-training, and other human-resource actions.
• Maintain accurate scheduling, ticket, ownership, and commitment records in the PSA and use dashboards, automation, and AI to improve coordination and visibility.
• Demonstrate exceptional reliability, organization, judgment, professionalism, and consistent coverage during assigned working hours.
• Audit and process tickets effectively
• Assist with other duties as assigned

• Agreement clients receive priority consistent with their service levels, and scheduling supports reliable, realistic service delivery and 10-out-of-10 client satisfaction.
• Workloads remain organized, manageable, and flexible, maintaining momentum for support and implementations while protecting technician well-being and providing appropriate notice for travel.
• Billable potential is maximized, avoidable nonbillable work is limited, and leadership receives early visibility into capacity changes requiring hiring, training, cross-training, or other workforce planning.

To perform this job successfully, an…