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Productive Playhouse offers global language services, including transcription, linguistics, rating & children’s content
Client Operations Specialist
Location
United States
Posted
43 days ago
Salary
0
Seniority
Mid Level
Job Description
Client Operations Specialist
Productive Playhouse
• Set up and configure project management boards in Asana (or equivalent tools) for each new client engagement, including task structures, timelines, milestones, and team assignments. • Support progress on resource scoping activities, ensuring the right team members are allocated and timelines for deliverables, including rate turnaround are clearly defined and adhered to. • Develop and maintain standardized launch playbooks and checklists to ensure consistency across engagements. • Maintain accurate and up-to-date rate cards, and pricing documentation for all active client accounts. • Track rate changes, approvals, and renewal timelines; proactively flag upcoming expirations or discrepancies. • Implement and manage client satisfaction surveys (NPS, CSAT, or similar) at key milestones and on a recurring basis. • Monitor and document qualitative and quantitative signals of client sentiment, including feedback from calls, emails, and meetings. • Maintain a client health scorecard and escalate at-risk accounts to leadership with supporting context and recommended actions. • Serve as a key point of contact for day-to-day client operational inquiries, ensuring timely and professional responses. • Draft and send regular status updates, project reports, and operational communications to clients. • Manage the full contract lifecycle: drafting, review routing, execution tracking, storage, and renewal scheduling. • Maintain a centralized contract repository with clear version control and easy access for authorized stakeholders. • Support client onboarding and offboarding processes, ensuring a smooth transition at every stage of the engagement lifecycle. • Assist with invoicing coordination, purchase order tracking, and billing reconciliation in partnership with Finance. • Contribute to the development and continuous improvement of internal SOPs, templates, and operational workflows. • Prepare data and materials for Quarterly Business Reviews (QBRs) and executive-level client reporting. • Support cross-functional initiatives related to CRM hygiene, data integrity, and process automation.
Job Requirements
- 2–4 years of experience in client operations, account management, project coordination, or a related client-facing operational role.
- Proficiency with project management tools (Asana strongly preferred; Jira, Monday.com, or Trello also acceptable).
- Strong organizational skills with meticulous attention to detail and the ability to manage multiple workstreams simultaneously.
- Excellent written and verbal communication skills with a professional and client-centric demeanor.
- Experience working with contracts, SOWs, or other legal/commercial documentation.
- Comfortable working with spreadsheets, dashboards, and data tracking tools (Excel, Google Sheets, or BI platforms).
- Bachelor’s degree in Business Administration, Communications, Operations Management, or a related field (or equivalent experience).
Benefits
- This is a remote position that requires the ability to work in a quiet, professional environment free from distractions to support productivity and confidentiality.
- Occasional travel may be required for special meetings, trainings, or team gatherings at the company’s headquarters or other designated locations.
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