Client Success & Operations Manager

🔥 8 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

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Trellance Cooperative Holdings, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 1989

🏦 Banking

☁️ SaaS

🤝 B2B

Banking • SaaS • B2B

Trellance Cooperative Holdings, Inc. is a cooperative of technology companies that provides enterprise-grade analytics, cloud, security, staffing, and industry collaboration solutions purpose-built for credit unions. The company offers analytics and AI, cloud/disaster-recovery and security services, staffing and talent solutions, and a credit-union data exchange to help credit unions modernize, grow, and deliver improved member experiences.

📋 Description

• 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.

🎯 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