Client Operations Specialist

📋 Description

• Set up and configure project management boards in Asana (or similar tools) for each new client engagement, incorporating task structures, timelines, milestones, and team assignments.

• Facilitate progress on resource scoping activities, ensuring proper team member allocation and clearly defined timelines for deliverables, including rate turnaround.

• Create and maintain standardized launch playbooks and checklists to guarantee consistency across engagements.

• Keep accurate and current rate cards and pricing documentation for all active client accounts.

• Monitor rate changes, approvals, and renewal timelines; proactively identify upcoming expirations or discrepancies.

• Implement and oversee client satisfaction surveys (such as NPS, CSAT, or similar) at key milestones and on a recurring basis.

• Observe and document qualitative and quantitative indicators of client sentiment, including feedback from calls, emails, and meetings.

• Maintain a client health scorecard and escalate at-risk accounts to leadership with supporting context and recommended actions.

• Act as a primary point of contact for day-to-day client operational inquiries, ensuring timely and professional responses.

• Prepare and send regular status updates, project reports, and operational communications to clients.

• Manage the entire contract lifecycle: drafting, review routing, execution tracking, storage, and renewal scheduling.

• Maintain a centralized contract repository with clear version control and easy access for authorized stakeholders.

• Support client onboarding and offboarding processes, ensuring a seamless transition throughout the engagement lifecycle.

• Assist with invoicing coordination, purchase order tracking, and billing reconciliation in collaboration with Finance.

• Contribute to the development and ongoing enhancement of internal SOPs, templates, and operational workflows.

• Prepare data and materials for Quarterly Business Reviews (QBRs) and executive-level client reporting.

• Support cross-functional initiatives related to CRM hygiene, data integrity, and process automation.

⛳️ Requirements

• 2–4 years of experience in client operations, account management, project coordination, or a similar client-facing operational role.

• Proficient in project management tools (Asana preferred; Jira, Monday.com, or Trello also acceptable).

• Strong organizational abilities with keen attention to detail and the capacity to manage multiple workstreams concurrently.

• Excellent written and verbal communication skills with a professional, client-focused demeanor.

• Experience handling contracts, SOWs, or other legal/commercial documentation.

• Comfortable working with spreadsheets, dashboards, and data tracking tools (Excel, Google Sheets, or BI platforms).

• Bachelor’s degree in Business Administration, Communications, Operations Management, or a related field (or equivalent experience).

🏝️ Benefits

• This is a remote position that requires the ability to work in a quiet, professional environment free from distractions to support productivity and confidentiality.

• Occasional travel may be required for special meetings, trainings, or team gatherings at the company’s headquarters or other designated locations.