Client Success Operations Manager

Position Overview: 

The Client Success Operations Manager is a key contributor to the success of our health-tech organization, ensuring operational excellence and process optimization within the Client Success team. This individual will primarily focus on internal, process-driven initiatives while providing some client-facing support. The role requires a highly organized and detail-oriented professional who thrives on creating and enhancing processes to empower Client Account Executives to deliver exceptional client experiences. 

The Successful Individual in this role will possess these core competencies: 

• Process Orientation: Ability to design, evaluate, and refine workflows for maximum efficiency and scalability.
• Collaboration: Works effectively with cross-functional teams and builds strong relationships with stakeholders.
• Analytical Thinking: Uses data-driven insights to inform decisions and solve problems.
• Project Management: Skilled at managing timelines, budgets, and resources to achieve program goals.
• Attention to Detail: Ensures accuracy and consistency in all operational processes and documentation.
• Adaptability: Thrives in a dynamic environment, adjusting priorities as needed to meet organizational objectives.
• Client Focus: Keeps client satisfaction at the forefront while maintaininginternal process integrity.
• Enablement: Proactively engages with Product and Marketing teams to ensure AE’s have proper tools to support growth initiatives  

Responsibilities:

Process Improvement and Operational Excellence: 

• Design and implement efficient processes to streamline client account management, program delivery, and internal operations.
• Continuously evaluate current workflows, identify inefficiencies, and recommend improvements to enhance productivity and scalability.
• Maintain a “big picture” view of all client programs and projects, ensuring alignment with company goals and client needs.
• Develop and maintain operational playbooks, tools, and resources to support Client Account Executives and the broader Client Success team. 

Program Design and Delivery: 

• Evaluate and translate client business requirements into actionable plans, controlling scope, schedule, and budget.
• Partner with cross-functional teams (Product, IT, Implementation) to ensure program designs meet client needs and adhere to internal capabilities.
• Monitor and address the impact of product enhancements on existing client configurations, ensuring smooth transitions and effective training for team members. 

Support and Troubleshooting: 

• Serve as the primary point of contact for troubleshooting operational issues related to client programs and internal processes.
• Provide guidance and training to Client Account Executives on operational tools, program configurations, and best practices.
• Oversee the master calendar for client program rollouts, ensuring all milestones and deadlines are met. 

Collaboration and Stakeholder Management: 

• Work closely with Client Account Executives to understand their operational challenges and provide tailored support.
• Partner with senior leadership to develop and implement strategies that mitigate risks and ensure high-quality program delivery.
• Collaborate with Sales and Account teams to support new and expanded opportunities, including RFP responses and contract negotiations.
• Work with Product and Marketing teams to drive success for AE’s (IE- creating library of tools, etc) 

Metrics and Reporting: 

• Establish and track key performance indicators (KPIs) to measure the success of process improvements and operational initiatives.
• Create and present reports on program performance, operational efficiency, and client satisfaction to senior leadership.  

Requirements: 

• Bachelor’s degree in business, operations, or a related field
• 5+ years of experience in operations management, client success, or a related role, preferably in a health-tech or SaaS environment.
• Strong understanding of operational processes, project management principles, and workflow optimization.
• Experience with process improvement methodologies (e.g., Lean, Six Sigma) is a plus.
• Proficiency in Salesforce, project management tools, and data analysis software, specifically PowerBI
• Exceptional communication skills, with the ability to collaborate across internal teams and external clients.
• Proven ability to manage multiple projects simultaneously in a fast-paced environment.
• Strong problem-solving and critical-thinking skills with a focus on delivering results.