Client Success & Operations Specialist

Job Description:

We are seeking a highly motivated and service-oriented Client Success & Operations Specialist to manage key client relationships, ensure seamless service delivery, and elevate overall client experience through strong operational governance. This role is responsible for overseeing post-sales execution, monitoring SLA performance, and driving continuous service improvement initiatives.

Responsibilities:

• Manage key client accounts including onboarding and post-sales support

• Ensure service quality and SLA performance across all touchpoints

• Monitor and improve client experience, transit times, and operational workflows

• Develop service improvement plans and prepare SLA performance reports

• Maintain accurate client records and documentation

• Support pre-sales presentations and contract discussions

• Conduct service reviews with client stakeholders

• Collaborate with Account Management to identify service improvement opportunities

• Oversee post-sales operational teams

• Implement mitigation plans for SLA failures or service disruptions
  

Requirements:

• Diploma in Operations, Business, Information Science, or related field

• Minimum 3 years’ experience in Client Success, Client Service, or Operations

• Strong analytical, problem-solving, and process improvement skills

• Experience working cross-functionally with Sales, Product, and Support teams

• Excellent communication and stakeholder management skills

• Ability to translate technical concepts to non-technical stakeholders

• Proactive, client-focused, and adaptable in fast-paced environments

• Comfortable using technology and data tools to improve operational efficiency