Client Lifecycle Operations

Role Overview:
The Client Lifecycle Operations Specialist plays a vital role in supporting and optimizing the client journey across pre-onboarding, onboarding,
ongoing maintenance, and offboarding stages. This position focuses on executing tasks that contribute to enhanced Deal Velocity and successful
client integrations, from pre-contract preparations through post-contract execution.
The Specialist collaborates closely with internal teams to deliver exceptional client experiences while ensuring operational accuracy and efficiency.
Key responsibilities include following established processes, ensuring documentation accuracy, and proactively supporting continuous process
improvements to enhance client satisfaction and business outcomes.

Key Responsibilities:
Pre-Onboarding:

• Execute initial client engagement tasks, ensuring a seamless transition from sales to onboarding.
• Gather and document client requirements to prepare for a successful onboarding process.
• Support internal teams by aligning expectations and resources for effective client integration.
• Onboarding:
• Facilitate the onboarding process by accurately setting up services and ensuring timely completion of tasks.
• Follow standardized onboarding procedures to maintain consistency in client experiences.
• Monitor progress and resolve issues in collaboration with relevant teams.
• Assist Technology and Project Management Teams with implementations and integrations as needed.
• Ongoing Maintenance:
• Provide ongoing support to clients post-onboarding, ensuring their needs are met promptly.
• Monitor client satisfaction, address concerns, and identify opportunities for upselling or service optimization.
• Conduct quality assurance on processes and documentation to maintain accuracy and compliance.
• Regularly update and review system entries, sharing findings and improvement opportunities with team members.

Offboarding:

• Support the offboarding process, ensuring a professional and smooth transition for departing clients.
• Collect feedback from clients to identify areas for improvement.
• Ensure accurate updates to internal systems following client departures.

Key Skills & Qualifications

• Client Relationship Expertise: Proven ability to manage the entire client lifecycle, ensuring high levels of client satisfaction and retention.
• Operational Excellence: Strong experience optimizing internal processes, including pre-onboarding, onboarding, maintenance, and offboarding.
• Data-Driven Decision Making: Proficiency in analyzing client lifecycle KPIs and using insights to drive improvements.
• Communication Skills: Exceptional communication skills for effectively engaging with clients, internal stakeholders at all levels, ensuring clarity and alignment on expectations.
• Regulatory Compliance: Familiarity with industry-specific regulations and best practices to ensure operational compliance.
• Attention To Detail: Strong attention to detail in reviewing Client Lifecycle Operations documentation and system entries to ensure accuracy and compliance.

Must-Have Traits (Non-Negotiable)

• Extremely detail-oriented – catches errors before they become client issues
• Process-driven thinker – naturally asks “what’s the workflow?”
• Strong written/verbal communication – clear, professional, and confident (Comfortable leading calls with internal and external partners)
• Comfortable with ambiguity – can move forward without perfect instructions
• Accountable and organized – follows tasks through to completion
• Proactive – flags risks, gaps, or missing info before being asked

Experience That Translates Well

• Operations, onboarding, implementation, or client services roles
• Working cross-functionally (Sales, Finance, Compliance, IT, etc.)
• Managing requests or tickets in a queue-based environment
• Supporting regulated or contract-driven products

Tools & Skills (Trainable, but Helpful)

• Comfort navigating multiple systems at once
• Excel /Powerpoint / Adobe (filters, formulas, tracking)
• Ticketing or workflow tools (JIRA, Salesforce, ServiceNow, etc.)
• Ability to document steps and follow SOPs

What This Role Is Not

• Not a sales role
• Not reactive “wait to be told what to do” work
• Not suited for someone who dislikes rules, structure, or checklists

Growth Mindset We Want

• Open to feedback and coaching
• Wants to understand the why, not just the task
• Interested in growing into ownership and subject-matter expertise
• Comfortable being held to quality and SLA expectations

Hours Required: Monday to Friday 8:30AM to 5:00PM

Education and Work Experience:
High School Diploma; Associates/BA Degree or equivalent a plus
2-3 years of workplace experience with administrative duties
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of  this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is frequently required to talk or hear, sit, use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; and occasionally required to stand; walk; climb stairs. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by the job include close vision and the ability to adjust focus.

Work Environment:
Work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The usual environment is in a business office with a noise level in the work environment that is usually moderate.
This position is Non-Exempt.

This job description reflects management's assignment of essential functions and may be subject to change at any time due to reasonable
accommodation or other reasons.