Client Operations Specialist

Job Summary:

The Client Operations Specialist is the execution partner who ensures our Client Success, Professional Services, and Support teams operate smoothly and efficiently. This role is responsible for streamlining workflows, enhancing tools like Salesforce, transforming data into actionable insights, and driving initiatives that elevate the client experience and operational effectiveness. This individual collaborates cross-functionally and plays a vital role in ensuring scalable, repeatable success across mPulse.

Duties/Responsibilities:

Operational Strategy & Execution

• Analyze complex datasets to identify operational inefficiencies and trends
• Map and optimize workflows to support standardization, scalability, and measurable improvements
• Identify friction points in the client journey and internal operations; lead initiatives spanning ideation, execution, and long-term adoption
• Enhance operating rhythm by establishing clarity, consistency, and cadence in how work flows across teams
• Partner with Client Success, Product, Finance, Sales, and IT to align people, process, and technology
• Drive tactical execution and partner with the Client Success team to provide air traffic control and direct the team to take appropriate action when needed
• Champion a culture of continuous improvement by proactively identifying gaps and proposing scalable solutions

Systems Implementation, Optimization & Insights

• Support the rollout and enhancement of internal systems and tools, especially Salesforce, ensuring adoption, usability, and documentation
• Align business and technical needs, define requirements, streamline functionality, and track user feedback
• Optimize business systems, identify automation or reporting opportunities, and contribute to tool configurations or process documentation
• Design and maintain dashboards that surface client, operational, and system performance metrics
• Use data to highlight leading indicators of client experience and operational efficiency, providing ad-hoc analysis and recommendations
• Contribute to building a connected data layer that powers and optimizes our unified customer profiles

Enablement & Change Management

• Lead enablement efforts by building intuitive standard operating procedures, training resources, and communications that help teams confidently adopt new tools and processes
• Guide teams through change by clearly articulating the "what," "why," and "how" behind new initiatives
• Facilitate feedback loops, monitor adoption, and iterate based on team and stakeholder input

Project Management & Strategic Collaboration

• Manage projects and workstreams from kickoff through completion, ensuring strong communication, clarity of roles, and timely delivery
• Support leadership by surfacing insights, documenting outcomes, and maintaining visibility into project milestones and operational KPIs
• Act as the “voice of the (internal) client” by surfacing operational feedback and opportunities for improvement through internal channels

Skills/Abilities/Experience:

• Strong analytical skills with a proven ability to analyze large datasets and translate insights into strategic action
• Experience implementing or enhancing systems and processes, particularly for client-facing teams
• Excellent written and verbal communication skills with the ability to translate technical details for non-technical audiences
• Highly organized, detail-oriented, and action-oriented—comfortable managing ambiguity and driving clarity
• Eagerness to learn, stretch, and grow within a strategic operations function
• Experience with business process improvement, operational reporting, or performance tracking
• Proficiency with Microsoft Office Suite, especially Excel and PowerPoint

Nice to Have:

• Salesforce configuration experience
• Familiarity with process mapping tools (e.g., Lucidchart)
• Exposure to customer journey mapping or design thinking
• Understanding of the healthcare industry
• Experience with SQL, Python, Tableau, or other data tools

Minimum Qualifications:

• 3+ years of experience in client operations, customer success, or similar roles
• Familiarity with Salesforce
• Demonstrated success implementing systems or optimizing client-facing processes
• Proficiency with Excel and PowerPoint

Physical Requirements:

• Ability to stand and sit for extended periods.
• Ability to lift 10 lbs. weight.