Key Responsibilities

• Serve as the primary point of contact for assigned national clients, ensuring strong relationships, client satisfaction, and long-term retention.
• Deliver high-touch, white-glove service with a strong operational focus to consistently meet and exceed client expectations.
• Develop, implement, and maintain client programs, services, standard operating procedures (SOPs), and operational best practices.
• Act as a subject matter expert in operations, collaborating cross-functionally with internal teams to effectively address client needs.
• Lead client and cross-functional calls, providing clear communication, operational updates, and alignment on priorities.
• Proactively communicate operational status updates, service enhancements, and product improvements to clients.
• Coordinate and manage resolution of critical client issues, ensuring transparency and communication from issue discovery through remediation.
• Monitor customer satisfaction levels and identify service deficiencies, process gaps, and operational risks.
• Review existing processes and provide recommendations to improve efficiency, effectiveness, and overall client experience.
• Ensure adherence to established procedural controls, performance metrics, and reporting standards. 
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