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Client Services Operations Specialist

Entry Level

Numerator | Professional Services | Chicago, IL

Working under direct supervision of the Strategic Program Manager, selecting from a variety of established procedures to accomplish assigned duties and responsibilities, the Client Services Operations Specialist handles the administrative tasks for the Client Services team associated with client project management, database management in NetSuite/Salesforce, resource management, and on-boarding of new hires.  This individual will interface with Client Services Leadership and all other personnel regarding execution of all these duties.

 

Job Description

  • Champion project management processes within the team and organization to help improve and refine them to meet the organization’s business objective
  • Track, prioritize and resolve issues and risks throughout the service delivery process, giving advice on options to key internal stakeholders to help inform decisions
  • Monitor all projects undergo a thorough QA and approval process so that projects are delivered error-free and to the highest quality
  • Monitor dependencies across all stakeholders and contributors within a project to ensure they are kept involved and up-to-date at all stages throughout the project life cycle
  • Review projects delivered and log any lessons learned to enable the project cycle and process to be improved in the future
  • Monitor that all key stakeholders’ expectations are maintained by feeding back timely and concise status reports outlining outstanding actions, issues to be resolved and tracking against key milestones

 

Day to Day Tasks

  • Triage of proposal review for ops approval
  • Point of contact for:
  • Making sure timesheets are submitted and then metrics reporting for finance/Vista Equity Partners (Private Equity Ownership)
  • Making sure survey credits are up to date and reporting associated with it
  • Making sure projects are closed out/updated by month/quarter end and working with finance on revenue recognition
  • NetSuite creation of projects and maintenance
  • Onboarding of new client services hires
  • Knowledge management (confluence, pending GTM (Go To Market) site development)
  • Coordination of client services track academy sessions & content - onboarding
  • Custom project feedback emails – air traffic / coordination
  • Case studies tracking with marketing – coordination
  • Resource assignment for platform clients and custom projects (non-platform)
  • Liaison for Data Associate (DA) team with work queue prioritization
Skills & Requirements

Skills & Requirements

  • Bachelor’s Degree with 3+ years relevant experience
  • Skilled at building and managing internal customer relationships,
  • Excellent oral and written communication skills
  • Strong presentation skills, particularly with customers or prospects present
  • Ability to conduct effective team meetings both onsite and virtual;
  • Detail oriented with good time management and organizational skills to meet critical deadlines;
  • Flexible regarding changes in project requirements and shifting priorities;
  • Ability to interface and present to all levels of the organization;
  • Ability to effectively multiple projects at the same time;
  • Ability to manage across formal organizational lines

 

Preferred Skills:

  • Proven consulting skills: conceptualizing, analyzing, deriving insights from data, and designing an execution plan to derive results from insights
  • Experience with NetSuite and/or Salesforce
  • Experience with Tableau or similar platform(s).
  • CPG and Retailer knowledge, including knowledge of consumer and category insights (must be able to speak the language at a granular level of detail, understand their key strategic initiatives and how consumer data can be leveraged to achieve their goals)
  • CPG experience in Brand Marketing, Market Research, Category Management, and/or Shopper & Consumer Insights roles or experience as a service provider to these functions
  • In addition, relevant software industry, Nielsen or IRI experience (consulting, product, sales support and/or service delivery function), is ideal