Client Journey Coordinator (NYC)

FieldGuide IT is a people first, technology second, IT services provider. Companies across the US, big and small, rely on FieldGuide IT for IT strategy and support. We've replaced the old stereotype of the unapproachable "IT guy" with a team that's genuinely passionate about people, and hungry to share what we know about technology in a way that's patient, humble, and innovative. Now we're doing the same thing for the pushy salesperson.

The Role

As a Client Journey Coordinator, you'll be the steady, human thread that runs through every client relationship, from the first "hey, can you help us?" to the day they're up and running. No scripts, no quotas.

Our best client relationships start when an experienced IT Expert joins the conversation early. You're the reason that works: the expert walks in prepared, the client feels heard, and nobody ever has to tell their story twice. You'll work side by side with IT Experts from across FieldGuide IT.

What You'll Do

Make first conversations count. Reach out to new inquiries by email, with a call always offered and never required. Learn what they actually need, make sure we know enough for a great first conversation, and match them with the right IT Expert. When the timing isn't right yet, keep the door open.

Take your turn at the front desk. Review new inquiries as they arrive, make sure each one reaches the right IT Expert, and kindly close the loop on anything that isn't a fit.

Set the experts up to shine. Write clear briefing notes so every expert walks into a call already knowing the client's story: who they are, what's broken, and what's keeping them up at night. Join calls, capture next steps, and follow up when we said we would.

Decide fit, together. After each first conversation, sit down with the IT Expert to talk through how well we fit and agree on next steps. It's one of the best ways to learn how our experts think.

Make the materials feel personal. Tailor one-pagers, case studies, and capability overviews so every client sees themselves in what we send, not a generic brochure. Help build the library of materials the whole team draws from.

Keep the trail clean. Keep our CRM current, with contacts, conversation notes, and where each relationship stands, so anyone could pick up right where you left off.

Keep things moving. Deliver proposals with a walkthrough call always on offer, never required. Prepare agreements and coordinate any back-and-forth until everything's signed.

See them all the way in. Once a client signs, gather everything the activation team needs and stay alongside the client until they're up and running. A couple of months in, check in to hear how it's going, capture their feedback, and flag clients who might make great references.

Who You Are

• You genuinely like people, and you get curious about how their businesses work

• When you say you'll take care of something, it's taken care of, on time and with an eye for detail

• You think the traditional sales model could use some more listening, more empathy

• You're used to juggling a dozen conversations at once without missing a beat

• You write the way you talk: clear, warm, and never stuffy

• You're just as comfortable chatting with a founder as with a network engineer

• Your skin crawls when you think of the person who sold you your first car

• You're reassuring, even when you're still figuring something out yourself

• You know the best way to help someone is to listen first and talk second

• You take pride in your trail of documentation, so the next person always knows where things stand

• You've caught yourself wondering about a career in technology, but didn't know where to start

You don't need an IT background, sales experience, or a specific degree. We'll teach you the tech.

Bonus points if you have experience with:

• CRMs: HubSpot, Salesforce

• Collaboration tools: Slack, Google Workspace, Microsoft 365

• Customer-facing work of any kind: hospitality, retail, support, events

What You'll Learn

We teach the IT. You bring the curiosity. Your first 30 days include:

• IT Fundamentals: what IT is and isn't, device management, MDM and EDR, and the language our clients use

• Client conversations: how we listen first, ask good questions, and meet clients where they are

• How a client journey works: how we decide fit, keep things moving, and hand clients off smoothly to activation

• Shadowing: sitting in on calls with IT Experts and learning how they build trust

By the end of your first month, you'll be handling first conversations on your own, writing briefs our IT Experts rely on, taking shifts at the front desk, and carrying a few clients from first hello to signature.

As we grow, the natural next step is Client Journey Manager, a future role leading a small group of coordinators and matching clients with the right experts.

How we'll know it's working

• Clients never have to repeat their story to a new person.

• Experts say they walk into calls prepared.

• Every new inquiry gets a personal reply and a clear next step.

• Every conversation ends with clear next steps, and we follow up when we said we would.

• New clients get up and running without anything falling through the cracks.

• Clients describe working with us as useful, human, and relevant.

Compensation and Benefits

FieldGuide is a young company ready to offer competitive pay and benefits. Salary depends on experience, but will likely start in the 70 - 95k range, plus variable compensation based on team performance. If you're more experienced, we're happy to discuss increased salary and title. Additional benefits include:

• Fully paid health insurance; 90% paid vision and dental

• Flexible PTO and a flexible schedule, including the option to work from home roughly 25% of the time

• Career growth opportunities at a fast-growing company

• An annual anniversary bonus and equipment/gear stipends

• Hands-on training with an equitable ramp-up period

• Team outings, lunches, snacks, and plenty of support and face time from leadership

• A kick-ass office

FieldGuide provides fair and impartial consideration to all applicants without regard to race, sex, color, religion, national origin, age, disability, veteran status, genetic data, or other legally protected status.