Client Operations Specialist

Core Responsibilities

• Create client-ready scopes of work, ensuring scope accuracy and alignment with billing logic
• Own scope changes, PSA governance, and provide final invoice approval
• Compile biweekly, monthly, quarterly, and annual reports in support of operations leadership
• Maintain scope integrity and billing accuracy, and provide insights and recommendations to account leads
• Build and maintain reporting that supports forecasting, revenue tracking, and performance optimization
• Manage and maintain core client operations platforms, including Ruddr, HubSpot, ChatGPT, and SharePoint
• Ensure data integrity and process adherence across all client operations systems
• Support account staffing inputs and develop resourcing plans in partnership with leadership
• Contribute to agency business development
• Own project management of new business pipeline and related deliverables
• Identify and pursue ideal clients, providing strategic and operational recommendations
• Lead and/or participate in presentations and discovery work
• Develop scopes of work and contribute case studies to support agency growth
• Proactively identify opportunities to retain and grow existing clients
• Facilitate client onboarding, including account setup, staffing alignment, and team introductions
• Ensure onboarding processes are followed and documented accurately
• Act as liaison between client, operations, and account teams to ensure alignment and resolve issues
• Conduct periodic check-ins to support client satisfaction and performance
• Execute client retention and recognition initiatives
• Oversee the client off-boarding process

Qualifications

• High attention to detail and accuracy, proactive communicator, and technically proficient
• Strong experience in financial reporting, scoping, and operational analysis
• Ability to interpret utilization and financial data into actionable recommendations
• Experience managing systems such as Microsoft Excel, Outlook, Teams, Zoom, and PSA or CRM tools
• 4 to 6 years of agency or professional services experience strongly preferred.
• Bachelor's degree or equivalent experience
• Professional communication skills, both verbal and written

Benefits

• Competitive health benefits
• Profit-sharing bonus plan
• 401(k) with competitive matching
• Ongoing professional development