Client Success Operations Specialist

2 weeks ago

Singapore Edgelab Full time $90,000 - $120,000 per year

Role Summary

We are looking for a Client Success Operations Specialistto streamline and support the operations of our Client Success and Client Relationship teams. This role is pivotal in driving efficiency, data accuracy, and operational compliance, enabling client-facing teams to focus on delivering exceptional services.

You will work closely with Client Success Managers, Client Relationship Managers, and the broader Client Success team to perform operational activities related to clients processes, improve processes, develop automation, support operational changes, collaborate with Finance team, and help scale a consistent and high-quality client experience.

Key Responsibilities:

Client & Usage Data Management

  • Maintain, audit, and enhance client account data, instrument usage logs, and entitlements in Salesforce.
  • Identify and escalate cases of over-consumption to appropriate internal stakeholders.
  • Regularly update client segmentation, relationship status, and data in collaboration with the Client Success and Sales teams.
  • Serve as the primary administrator for existing clients records in Salesforce, ensuring completeness and accessibility for reporting and analytics.

Invoicing & Renewal Administration

  • Trigger invoicing with the Finance team, validate consumption for invoicing purpose, across the client lifecycle (onboarding, license fees, renewals, pro-rata charges).
  • Monitor renewal cycles, proactively notify stakeholders, and ensure contract terms are accurately reflected.
  • Maintain standard templates and accurate records for billing documentation and contract annexes.

Operational Process Execution & Governance

  • Execute key operational workflows, including onboarding, offboarding, renewal tracking, and exception handling.
  • Automate processes and aim for low-touch administrative processes in the client life-cycle.
  • Maintain internal documentation and operational checklists to ensure consistency across recurring processes.
  • Perform regular internal audits to ensure alignment between contracts, invoices, and usage data.
  • Partner with Client Success Managers and Relationship Managers to identify areas for process improvement and help implement operational enhancements.

Reporting & Insights

  • Develop and manage dashboards to visualize client health metrics, product usage trends, and contract coverage.
  • Prepare and distribute recurring reports such as usage summaries, invoice tracking logs, and renewal forecasts.
  • Support ad-hoc reporting needs from internal stakeholders for operational decision-making.

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