Client Operations Coordinator

CLIENT OPERATIONS COORDINATOR
Location: Burlington, VT
Employment Type: Full-time
Reports To: Devon Klooster

WHO WE ARE

Open Approach is a values-driven, client-focused IT services company based in Burlington, Vermont. We deliver exceptional managed technology and phenomenal client support to organizations across New England and beyond. We are a fast-growing Managed Services Provider (MSP) delivering secure, compliant IT solutions to clients in regulated industries. Our team partners with businesses to design and implement IT, cybersecurity, and compliance frameworks that meet strict standards such as NIST, DFARS, and CMMC.

We earn our clients’ business every month by staying relentlessly focused on their success. From the very first interaction to ongoing evolution, we aim to provide seamless experiences grounded in understanding, integrity, and practical solutions. We believe in making thoughtful, informed decisions and creating a lasting impact instead of quick fixes. This translates into long-term relationships with our clients that are rewarding on many levels.

At our core, we value equity, humility, excellence, accountability, innovation, and openness. These guide everything we do, from how we collaborate internally to how we support clients through complex technical challenges.

We are continually refining our team, enhancing our capabilities, and investing in talent to drive forward meaningful change. We embrace candid feedback, own our outcomes, and strive to improve every day. If that sounds like the kind of company you want to grow with, we would love to hear from you.

THE ROLE

Join our dynamic and rapidly growing tech company as a key player in providing outstanding customer experience. We are seeking an energetic, empathetic, and self-motivated individual who can thrive in a fast-paced environment and handle the challenges of working in a small company. You will be at the heart of our organization, working closely with our talented team of Client Relationship Managers, Project Managers, Engineers, Technicians, and Sales, as well as directly with our valued clients. If you have a passion for creating order, managing tasks, and relishing a little chaos, we encourage you to apply and take pride in playing a vital role in our company's success.

THE SPECIFICS OF THE JOB

Below we list a lot of the normal stuff you’d expect in a job description, but here’s the bottom line: it’s a task driven, client-focused, professional-level, no-nonsense job for the person who loves getting things done and creating a lot of value-add. To succeed, you’ll need to love being in motion.

Responsibilities

• Support operational, sales, and procurement functions to ensure client satisfaction and internal efficiency.
• Manage the full lifecycle of hardware and software procurement, including quoting, ordering, renewals, and warranty tracking.
• Collaborate with clients, engineers, and Client Relationship Managers (CRMs) to ensure timely and accurate delivery of solutions.
• Maintain meticulous documentation and communication throughout all procurement and project processes.
• Triage client and vendor requests, providing responsive and professional administrative support.
• Assist Sales and CRM teams with account reviews, budgetary quotes, and long-term client planning.
• Reconcile billing data, user counts, licensing, and professional services in coordination with the Finance team.
• Maintain data integrity and workflow consistency within ConnectWise and other internal systems.
• Contribute to process improvements by documenting workflows and supporting the development of operational templates.
• Deliver proactive client service through strong communication, organization, and follow-through.

What You’ll Bring

• Strong customer service orientation with a commitment to accuracy and reliability.
• Excellent organizational skills and the ability to manage multiple priorities.
• Collaborative mindset and comfort working cross-functionally with Sales, Finance, and Engineering teams.
• Keen attention to detail in documentation, billing, and procurement tracking.
• Desire to contribute to a culture of operational excellence and continuous improvement.

Job Requirements

• Most importantly, be kind and enthusiastic, organized and communicative
• High school diploma or GED equivalent required
• Technically oriented with an understanding modern technology
• Fast, proficient, and cloneable (just kidding on the cloneable)
• Extensive knowledge of Microsoft Suite, experience with a CRM and other reporting tools a plus
• Outstanding communicator, both orally and written
• Excellent customer service skills
• Self-starter who works well independently
• Ability to prioritize given tasks and work efficiently towards completing them
• Detail-oriented and exceptional organizational skills
• Strong problem solver and analytical thinker
• Professional demeanor

Experience

We are looking for the right person. Period. Experience matters, yes, but the right person matters more. No matter what, apply if you think you’d be a great fit.

BENEFITS

• Health, dental, and vision coverage with generous employer contributions
• Company-sponsored Life, STD/LTD Disability, and Workers’ Compensation
• 401(k) with 4% match starting day one
• Generous PTO (starting at 16 days, plus paid holidays)
• Fully paid parental leave
• Smartphone stipend for on-call rotation
• Weekly company lunches, coffee, snacks, and a pet-friendly office

HOW NOT TO APPLY

• Forget to write a good cover letter, so that we have no way of knowing how articulate you really are
• Include a lot of grammatical and structural errors in your cover letter and resume
• Hide your personality so we can’t tell a thing about you, other than that you are highly efficient in Microsoft Word

Thank you for your interest, and best of luck in your search for work.

Learn more about us at www.openapproach.com