Senior Client Operations Advisor – Special Operations

This is a fully remote position, open to applicants in United States.

📋 Description

• **Your Responsibilities**

• *Manage challenging client scenarios:*

• - Take complete responsibility for intricate, escalated, or high-risk client accounts — from the initial signal to resolution — applying structured reasoning at every phase

• - Identify the root causes behind every at-risk interaction: is it strategy, execution, expectation misalignment, or delivery failure — and create the appropriate intervention accordingly

• - Engage in high-stakes discussions at the founder and C-suite level — resetting expectations, rebuilding trust, and redirecting focus toward outcomes

• - Keep precise case records that ensure accountability, continuity, and pattern recognition throughout the portfolio

• *Enhance retention and commercial recovery:*

• - Observe engagement health signals across your designated accounts and take action before situations escalate into formal crises

• - Formulate targeted recovery strategies that tackle root issues — not just surface-level complaints — and implement them swiftly

• - Spot and seize expansion opportunities within at-risk accounts where trust has been restored and interest exists

• - Monitor and report weekly on case results, revenue safeguarded, churn indicators, and patterns needing broader operational focus

• *Function as a senior advisor, not merely a handler:*

• - Conduct live advisory sessions with founders — providing direct, implementation-focused guidance across offer, outbound, pipeline, and execution as needed

• - Counsel on go-to-market strategy, offer positioning, and 90-day execution priorities when clients require more than just relationship management

• - Challenge assumptions, reframe perspectives, and realign timelines with the kind of directness that only comes from someone experienced in these situations

• - Serve as a signal amplifier between clients and internal delivery teams — translating client realities into structured, actionable feedback

• *Create scalable solutions:*

• - Assist in developing escalation frameworks, retention playbooks, and client risk systems that operate beyond your individual caseload

• - Recognize patterns across accounts that indicate broader delivery or operational deficiencies needing intervention at the leadership level

• - Suggest and implement process enhancements that decrease escalation frequency, resolution time, and repeated risks over time

⛳️ Requirements

• *Experience*

• - 5+ years in client success, account management, consulting, or a senior operational role within a high-growth, agency, or tech-enabled setting

• - Proven history of managing complex, escalated, or high-risk client accounts with demonstrable recovery and retention successes

• - Previous experience operating at or advising founder/C-suite level — not just executing, but influencing decisions under pressure

• - Background in at least one area: growth strategy, sales systems, offer development, delivery operations, or scaling advisory

• - Direct experience with cold outbound, go-to-market execution, or B2B sales systems — sufficient to advise clients credibly, not just manage them

• *Skills & Competencies*

• - Strong diagnostic ability — capable of quickly pinpointing root causes across strategy, execution, expectations, and delivery

• - Structured thinker who can develop and enforce clear action plans, priorities, and accountability frameworks

• - Confident communicator with high emotional intelligence — able to reset expectations, manage difficult discussions, and maintain trust under pressure

• - Expert-level negotiation and de-escalation — adept at navigating emotionally and commercially charged situations with composure and precision

• - Commercially astute — understands pricing, business models, and the downstream effects of every client decision

• - High executive presence — equally effective in a live Zoom with a frustrated founder and in a written case summary for leadership

• - Meticulous documentation practices — maintains thorough records that support continuity, risk management, and process improvement

• *Mindset & Behavioral Fit*

• - Senior ownership mentality — operates independently, takes full responsibility for outcomes, and doesn't wait to be managed

• - Comfortable in ambiguous and fast-paced environments — adapts quickly without losing structure or composure

• - Solutions-oriented under pressure — approaches escalations with clarity and a bias toward resolution, not escalation

• - AI-native or highly proficient in AI — actively uses AI tools to enhance output quality, response speed, and documentation efficiency

• - Discreet, professional, and exercises sound judgment in sensitive, confidential, and commercially significant situations

• - Proactive risk identifier — detects churn and engagement signals early and acts before situations worsen

🏝️ Benefits

• **What You Receive**

• - Competitive compensation directly linked to retention, recovery, and expansion outcomes you manage

• - Fully remote — available in the US, UK, UAE, Canada, or Australia

• - Full-time, stable position at a profitable bootstrapped company — no runway anxiety, no pivots every quarter

• - Direct access to senior leadership that has built and scaled products exceeding $100M in revenue

• - Genuine growth opportunities — excel in this role and the scope expands: team lead, broader Special Operations ownership, or a cross-functional senior role