Client Operations Specialist

Productive Playhouse•Glendale, CA

8d•Remote

About The Position

We are seeking a detail-oriented and proactive Client Operations Specialist to join Productive Playhouse’s Client Services team. This role is critical to delivering a seamless and high-quality client experience, supporting projects from initial launch through ongoing engagement. As a key operational partner, you will coordinate project kickoffs, manage rate structures, support contract administration, and ensure clear communication across internal teams and clients. You will play an essential role in maintaining organization, tracking client health, and driving consistency in service delivery. The ideal candidate thrives in a fast-paced, collaborative environment, demonstrates strong attention to detail, and excels at managing multiple priorities while supporting cross-functional coordination.

Requirements

2–4 years of experience in client operations, account management, project coordination, or a related client-facing operational role.
Proficiency with project management tools (Asana strongly preferred; Jira, Monday.com, or Trello also acceptable).
Strong organizational skills with meticulous attention to detail and the ability to manage multiple workstreams simultaneously.
Excellent written and verbal communication skills with a professional and client-centric demeanor.
Experience working with contracts, SOWs, or other legal/commercial documentation.
Comfortable working with spreadsheets, dashboards, and data tracking tools (Excel, Google Sheets, or BI platforms).
Bachelor’s degree in Business Administration, Communications, Operations Management, or a related field (or equivalent experience).

Responsibilities

Set up and configure project management boards in Asana (or equivalent tools) for each new client engagement, including task structures, timelines, milestones, and team assignments.
Support progress on resource scoping activities, ensuring the right team members are allocated and timelines for deliverables, including rate turnaround are clearly defined and adhered to.
Develop and maintain standardized launch playbooks and checklists to ensure consistency across engagements.
Maintain accurate and up-to-date rate cards, and pricing documentation for all active client accounts.
Track rate changes, approvals, and renewal timelines; proactively flag upcoming expirations or discrepancies.
Implement and manage client satisfaction surveys (NPS, CSAT, or similar) at key milestones and on a recurring basis.
Monitor and document qualitative and quantitative signals of client sentiment, including feedback from calls, emails, and meetings.
Maintain a client health scorecard and escalate at-risk accounts to leadership with supporting context and recommended actions.
Serve as a key point of contact for day-to-day client operational inquiries, ensuring timely and professional responses.
Draft and send regular status updates, project reports, and operational communications to clients.
Manage the full contract lifecycle: drafting, review routing, execution tracking, storage, and renewal scheduling.
Maintain a centralized contract repository with clear version control and easy access for authorized stakeholders.
Support client onboarding and offboarding processes, ensuring a smooth transition at every stage of the engagement lifecycle.
Assist with invoicing coordination, purchase order tracking, and billing reconciliation in partnership with Finance.
Contribute to the development and continuous improvement of internal SOPs, templates, and operational workflows.
Prepare data and materials for Quarterly Business Reviews (QBRs) and executive-level client reporting.
Support cross-functional initiatives related to CRM hygiene, data integrity, and process automation.
Curate decks, presentation materials, rate proposals and supporting documentation for client engagement
Support with gathering materials for marketing: case studies, client quotes, etc.