Client Operations Specialist

Responsibilities

• You will play a critical role in optimizing resource deployment, maintaining scope and billing integrity, and translating operational data into actionable strategies that improve client retention and margin health.
• Create client-ready scopes of work, ensuring scope accuracy and alignment with billing logic
• Own scope changes, PSA governance, and provide final invoice approval
• Compile biweekly, monthly, quarterly, and annual reports in support of operations leadership
• Monitor client absorption, utilization, and margin health, providing insights and recommendations to account leads
• Build and maintain reporting that supports forecasting, revenue tracking, and performance optimization
• Manage and maintain core client operations platforms, including Ruddr, HubSpot, ChatGPT, and SharePoint
• Ensure data integrity and process adherence across all client operations systems
• Support account staffing inputs and develop resourcing plans in partnership with leadership
• Own project management of new business pipeline and related deliverables
• Identify and pursue ideal clients, providing strategic and operational recommendations
• Proactively identify opportunities to retain and grow existing clients
• Facilitate client onboarding, including account setup, staffing alignment, and team introductions

Ensure onboarding processes are followed and documented accurately

• Act as liaison between client, operations, and account teams to ensure alignment and resolve issues
• Conduct periodic check-ins to support client satisfaction and performance
• Execute client retention and recognition initiatives
• Oversee the client off-boarding process

Contribute to agency business development

Lead and/or participate in presentations and discovery work

Develop scopes of work and contribute case studies to support agency growth

Qualifications

• High attention to detail and accuracy, proactive communicator, and technically proficient
• Strong experience in financial reporting, scoping, and operational analysis
• Ability to interpret utilization and financial data into actionable recommendations
• Experience managing systems such as Microsoft Excel, Outlook, Teams, Zoom, and PSA or CRM tools
• 4 to 6 years of agency or professional services experience strongly preferred.
• Bachelor's degree or equivalent experience

Professional communication skills, both verbal and written

TruePoint Communications is committed to a diverse and inclusive workplace. Additionally, we provide equal employment opportunities to all and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws.

All offers of employment are conditioned upon the candidate's legal authorization to work in the United States. Candidates will be subject to a background screening as part of the application process.