Transforming Data into Actionable Insights for Credit Unions.
Client Success & Operations Manager
Location
Florida
Posted
7 days ago
Salary
0
Seniority
Senior
Job Description
Client Success & Operations Manager
Trellance Cooperative Holdings, Inc.
• Serve as the primary relationship owner for AI Studio’s credit union clients - building trusted, long-term partnerships with credit union executives and leadership teams. • Act as the day-to-day point of contact for client inquiries, engagement updates, program participation, and issue resolution. • Onboard new credit union clients, ensuring a smooth, professional, and value-forward experience from initial engagement through active participation. • Develop and execute a Client Engagement Plan - tracking participation across AI Studio’s service offering, proactively identifying opportunities to deepen client value. • Ensure that all client information, interactions, engagement history, etc is kept current. • Collect and synthesize client feedback, surfacing insights that inform AI Studio’s evolving service priorities and strategic direction. • Lead project management (advisory or technical engagements) - maintaining and executing project plans, timelines, milestones, deliverable tracking, and stakeholder communications. • Coordinate cross-functional teams (internal staff, fractional experts, and external partners) to ensure on-time, high-quality delivery. • Develop and maintain standardized engagement frameworks, templates, and tools to support consistent and scalable service delivery. • Monitor engagement progress and proactively identify and resolve risks, blockers, or scope changes in coordination. • Track and report on engagement performance metrics, client satisfaction, and delivery quality. • Manage the full lifecycle of engagements from scope finalization and contracting through delivery and close-out. • Provide project management support for internal initiatives, where applicable. • Manage and maintain Statements of Work (SOWs) and Master Service Agreements (MSAs) in alignment with AI Studio’s service offerings. • Oversee AI Studio’s billing and invoicing operations, ensuring timely, accurate invoices. Involves coordination with financial operations partners for processing and financial reporting. • Develop, document, and continuously improve AI Studio’s operational policies, procedures, and administrative workflows. • Identify and help implement AI-first tools and systems for improved organization efficiency and scalability. • Maintain accurate and organized documentation across all operational and risk/compliance functions, including contracts, templates, records, policies, procedures, etc. • Ensure compliance with applicable regulatory and business requirements across contracts, policies, and operational processes.
Job Requirements
- Bachelor’s degree in Business Administration, Finance, Operational Management, Communications, or a related field required plus a minimum of 5-7 years of progressive experience spanning client relationship management and/or project management OR High School Diploma or equivalent plus a minimum of 10 years of progressive experience spanning client relationship management, operations, and/or project management.
- Experience working within or directly supporting the credit union, CUSO, fintech, or financial services industry strongly preferred.
- Demonstrated experience managing SOWs, service agreements, or client contracts.
- Proven track record of successfully managing multiple complex client relationships and project engagements simultaneously.
Benefits
- Periodic travel required for client meetings
- Conferences
- Other business engagements
Related Guides
Related Job Pages
More Customer Success Manager Jobs
Scaled Customer Success Manager
Flock SafetyWe are the first public safety operating system empowering over 2500 cities to eliminate crime.
• Develop self-service resources, FAQs, knowledge base articles, and customer education materials. • Identify opportunities to automate repetitive customer interactions and workflows. • Build scalable customer engagement programs that improve adoption and reduce support dependency. • Analyze customer behavior and support trends to identify opportunities for scale. • Support implementation of automated communications, onboarding journeys, and customer success workflows. • Leverage AI-powered tools to improve customer education, content creation, onboarding effectiveness, and customer engagement at scale. • Serve as a key contributor to FAN's operational effectiveness and scalability. • Identify inefficiencies and opportunities for process improvement across onboarding, support, and customer success workflows. • Develop documentation, playbooks, and standard operating procedures. • Analyze customer feedback, case trends, and operational metrics to recommend improvements. • Partner with leadership to implement scalable solutions that improve efficiency and customer outcomes. • Contribute to workflow automation initiatives and operational transformation projects. • Identify and implement opportunities to incorporate AI and automation into customer-facing and internal processes. • Help shape the future operating model of FAN through continuous improvement efforts.
• Drive product adoption and customer outcomes through 1:1 and 1:many channels including video calls, email engagement, and webinars. • Support a range of digital touch points, aiming to bring customers to value in all stages of the customer lifecycle. • Proactively engage customers to mitigate risk, promote renewal, and uncover expansion opportunities. • Own timely escalation of customer and internal queries, understanding when to escalate vs when to problem solve/deep dive. • Conduct effective and engaging customer calls and webinars. • Manage and prioritize a high volume of daily tasks. • Collaborate cross-functionally with Renewals, Sales, Product, and CS teams. • Monitor customer health indicators to identify engagement opportunities and risk signals.
• Drive product adoption and customer outcomes through 1:1 and 1:many channels including video calls, email engagement, and webinars. • Support a range of digital touch points, aiming to bring customers to value in all stages of the customer lifecycle. • Proactively engage customers to mitigate risk, promote renewal, and uncover expansion opportunities. • Own timely escalation of customer and internal queries, understanding when to escalate vs when to problem solve/deep dive. • Conduct effective and engaging customer calls and webinars. • Manage and prioritize a high volume of daily tasks. • Collaborate cross-functionally with Renewals, Sales, Product, and CS teams. • Monitor customer health indicators to identify engagement opportunities and risk signals.
• Drive product adoption and customer outcomes through 1:1 and 1:many channels including video calls, email engagement, and webinars. • Support a range of digital touch points, aiming to bring customers to value in all stages of the customer lifecycle. • Proactively engage customers to mitigate risk, promote renewal, and uncover expansion opportunities. • Own timely escalation of customer and internal queries, understanding when to escalate vs when to problem solve/deep dive. • Conduct effective and engaging customer calls and webinars. • Manage and prioritize a high volume of daily tasks. • Collaborate cross-functionally with Renewals, Sales, Product, and CS teams. • Monitor customer health indicators to identify engagement opportunities and risk signals.
