Client Operations Specialist

Role Overview

• Set up and configure project management boards in Asana (or equivalent tools) for each new client engagement, including task structures, timelines, milestones, and team assignments.
• Support progress on resource scoping activities, ensuring the right team members are allocated and timelines for deliverables, including rate turnaround are clearly defined and adhered to.
• Develop and maintain standardized launch playbooks and checklists to ensure consistency across engagements.
• Maintain accurate and up-to-date rate cards, and pricing documentation for all active client accounts.
• Track rate changes, approvals, and renewal timelines; proactively flag upcoming expirations or discrepancies.
• Implement and manage client satisfaction surveys (NPS, CSAT, or similar) at key milestones and on a recurring basis.
• Monitor and document qualitative and quantitative signals 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.
• Serve as a key point of contact for day-to-day client operational inquiries, ensuring timely and professional responses.
• Draft and send regular status updates, project reports, and operational communications to clients.
• Manage the full 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 smooth transition at every stage of the engagement lifecycle.
• Assist with invoicing coordination, purchase order tracking, and billing reconciliation in partnership with Finance.
• Contribute to the development and continuous improvement 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 related client-facing operational role.
• Proficiency with project management tools (Asana strongly preferred; Jira, Monday.com, or Trello also acceptable).
• Strong organizational skills with meticulous attention to detail and the ability to manage multiple workstreams simultaneously.
• Excellent written and verbal communication skills with a professional and client-centric demeanor.
• Experience working with 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.