Client Success & Sales Operations Associate
About the role
The Client Success & Sales Operations Associate plays a dual-role at the intersection of client care and sales execution. This individual will support the onboarding and success of new and existing clients while also driving operational support for sales processes. This is a foundational position that will contribute directly to the launch of two strategic departments - Client Success and Sales by January 2027. The ideal candidate is highly organized, detail-oriented, experienced with CRM tools (especially Monday.com), and capable of executing client communications while supporting internal sales and operations initiatives. At GLOBAL OPS, we deliver a comprehensive security solution tailored to our clients’ unique needs, combining highly trained professionals with advanced technology and intelligence. Our integrated approach ensures the safety and security of people, property, and information across the globe. As part of our team, you will play a vital role in enabling our leaders to drive our mission forward.
Responsibilities
- Design and implement an onboarding process for new clients, including welcome communications, initial service coordination, and CRM tracking.
- Create and maintain a client check-in system (surveys, calls, feedback loops) to monitor satisfaction and anticipate client needs.
- Maintain updated client records, documents, and status updates in the CRM.
- Begin drafting SOPs and workflows for the Client Success department.
- Develop and maintain strong relationships with key clients.
- Act as the primary point of contact for clients, addressing their queries and concerns promptly.
- Sales Operations Support Sales & Ops Consultant by coordinating and following up on inbound leads.
- Draft and send proposals and agreements; follow up to close deals.
- Track key sales KPIs (meetings booked, conversion rate, deal size) within Monday.com.
- Maintain and organize the sales pipeline and ensure data integrity in CRM.
- Communicate client and sales information to Accounting, Security Operations Center, Field Operations, Information Technology and Human Resources.
- Contribute to ongoing automation of Miro and CRM boards for smoother handoffs.
- Collaborate closely with Sales & Ops Consultant to unify client experience and sales efficiency.
- Prepare basic reports from CRM on client retention, sales metrics, and satisfaction.
- Analyze CRM activity to identify upsell/cross-sell opportunities.
- Assist in the development of scalable playbooks for client lifecycle management.
- Develop and implement strategies to enhance client retention and loyalty.
Qualifications
- 2 to 4 years of experience in client services, sales operations, or account coordination.
- Proficiency in CRM platforms - experience with Monday.com is required.
- Strong organizational and multitasking ability.
- Detail-oriented with an interest in process-building and long-term growth.
- Comfortable working independently and collaboratively across departments.
- Self-starter with high reliability, discretion, and follow-through.
- Proactive and results-driven.
- Strong business acumen and understanding of client needs.
- Previously helped build processes (even if not as a “manager”).
Benefits
- 401(k) matching
- Health insurance
- Paid time off
- Referral program
- And more
Pay
$75,000 to $80,000 annually, based on experience
Schedule
Full-time, 5 days per week - 9 AM to 6 PM with an hour of lunch break - flexible hours required (may include occasional weekends)