Operations Client Project Manager

Essential Responsibilities

• Develops and executes client success plans tailored to each client’s goals and business outcomes.
• Manages client relationship during onboarding and ensures smooth transition from sales to implementation.
• Conducts regular client project health checks and provides key metric reporting against service level agreements.
• Identifies opportunities for upselling, cross-selling and renewals based on client usage and satisfaction.
• Proactively addresses client satisfaction and risks to retention.
• Manages multiple client relationships and projects simultaneously.
• Advocates for client needs internally to influence product and service improvements.
• Collaborates with internal teams (Operations, Quality, Sales, Dev Ops, etc.) to meet client specific requirements.
• Coordinates with internal teams to meet client specific requirements, including reporting and necessary documentation.
• Coordinates launch plans for new services/product and client requirements, including reporting and necessary documentation.
• Prepares and maintains client facing documentations including timelines, agendas, and training plans.
• Proactively identifies factors jeopardizing the projects and escalates issues to management as appropriate.
• Accurately creates and maintains system records by entering Advanced Shipping Notices, Work Orders, and Sales Orders into the Warehouse Management Systems to ensure real time operational visibility and to support efficient order fulfillment.
• Conducts internal and client facing presentations, webinars, and training sessions to support client engagement.

Skills and Specifications Required

• Completion of an associate degree or equivalent
• Two to five years of related experience or training; or equivalent combination of education and experience
• Ability to read and interpret documents such as client requirements, work instructions and procedures
• Ability to work with and be proficient with Microsoft 365 software and various other office equipment
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Ability to speak effectively and professionally before customers, vendors, supervisors, and employees of the organization
• Ability to write and complete routine reports and correspondence
• Ability to respond effectively to sensitive inquiries and complaints
• Ability to calculate figures and amounts such as discounts, commissions, interest, and percentages
• Ability to understand customer lifecycle management and translate actions to success metrics