Overview
About the role
You're the operational owner on new and growing accounts. Once a client signs, you take the relationship from contract through the first 90 days, set up the playbooks, brief the team, and run the cadences that keep delivery on the rails.
Responsibilities
What you'll do
- Run kickoffs and onboardings for new client engagements, end to end.
- Translate scope-of-work into operational playbooks, SLAs and saved replies.
- Brief the placed team, sit in on the first calls, and QA the first two weeks of output.
- Be the named point of contact for the client through the first 90 days.
- Surface scope creep, escalations and expansion opportunities — and route them properly.
- Hand off cleanly to long-term ownership once the engagement is humming.
Profile
What we're looking for
- 2+ years in consulting, client services, account management or operations.
- A track record of running multiple engagements at once without dropping the thread.
- Strong written English — clients should read your notes and trust them.
- Comfort with help-desk and CRM tools (Zendesk, Intercom, HubSpot, Front, similar).
- Calm under pressure when an account is mid-launch.
- A second language (FR, ES, ZH, UR, HI, AR) is a bonus, not a requirement.
Benefits
What you get
- Fully remote, schedules aligned to US or EU hours.
- NDAs and confidentiality on every engagement — your work is protected.
- A dedicated lead and a team that has your back, even on tough accounts.
- Clear scope, clear SLAs, clear expectations. No mystery work.