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Client Operations Manager

3 weeks ago

Remote Canada Current Career Full time

The Client Operations Manager is responsible for ensuring smooth, efficient, and scalable delivery of services to our clients. This role oversees client onboarding, service workflows, cross-functional coordination, and operational excellence initiatives that enhance both client satisfaction and internal productivity.

This is an evolving role, currently reporting directly to the VP of Operations & Delivery, with ample opportunity for growth if you play to your strengths. Whether you are coming from a startup or corporate background, you appreciate how much impact there is to be had in smaller organizations and you relish the ability to shape your own role and the future of the company.

This is a remote, Canada-based position, with a strong preference for candidates located in Eastern or Atlantic time zones, including Nova Scotia, Ontario, and Quebec. Candidates should be comfortable working primarily within East Coast business hours to support client needs and cross-functional collaboration.

What you'll work on:

Client Onboarding & Implementation

  • Own the end-to-end client onboarding experience.
  • Implement project plans, timelines, and communication frameworks for new clients.
  • Coordinate across departments to ensure seamless handoffs from Sales.

Operational Process Management

  • Support with Map, document, and improve client-facing operational processes.
  • Identify inefficiencies and support with implemented workflow improvements or automation.
  • Ensure operational consistency across client accounts.

Cross-Functional Alignment

  • Act as the operational liaison between Sales, Support, Product, and Finance.
  • Ensure that client commitments match delivery capabilities.
  • Lead internal meetings focused on client health, risks, and escalations.

Client Support & Escalation Oversight

  • Manage escalated issues to resolution with urgency and clarity.
  • Analyze recurring problems and partner with teams to address root causes.
  • Maintain client service-level agreements (SLAs) and quality standards.

Reporting & Performance Metrics

  • Use dashboards and reports to track KPIs (SLA adherence, onboarding time, client satisfaction, etc.).
  • Provide regular insights and recommendations to leadership based on operational data.

Signs of a great candidate for the role (required experiences, skills, capabilities, background, etc.)

Required Qualifications

  • 2+ years of experience in client operations, customer success operations, project management, or related roles.
  • Strong understanding of workflow design, process improvement, or business operations.
  • Excellent communication and relationship-building skills.
  • Proficiency with CRM systems (Salesforce, HubSpot) and workflow tools (Azure DevOps, Jira).
  • Analytical mindset with experience in reporting, dashboards, and KPI design.
  • Ability to coordinate cross-functional teams in a fast-paced environment.

Preferred Qualifications

  • Experience in SaaS, professional services, or a client-service-heavy industry.
  • Knowledge of automation tools (Zapier, Workato), analytics tools (Looker, Tableau), or ticketing systems (Zendesk).
  • Familiarity with project management frameworks (Agile, Waterfall, Lean).
  • Experience scaling operations during growth phases.
What Makes a Great Fit at Crisp
  • Collaboration: You believe the best results come from working together. You share ideas, pitch in, and elevate those around you.
  • Grit: You're curious, self-driven, and unafraid to roll up your sleeves. You get the job done even when the path isn't clear and adapt quickly when things change.
  • People: You stay close to those we serve. Listening, learning, and building what matters most.
  • Feedback: You see it as fuel. You give it with care, take it with humility, and use it to level up.
  • Ingenuity: You solve problems with creativity and speed. You look for ways to streamline, automate, or improve without being asked.

We are committed to transparency, diversity, and meritocracy, fostering an environment where every team member is empowered to make an impact, grow personally, and advance in their career. We invite you to join us — not just to take on a role, but to help shape a company you're proud to be part of.

Applicants must be authorized to work for any employer in the Canada.

Crisp is unable to sponsor or take over sponsorship of an employment Visa at this time.