Client Operations Manager

Company Description SNFClinic is a CMS-approved electronic learning management system (eLMS) that equips long-term care facilities with comprehensive training and management resources to support high-quality resident care. The platform covers policies and procedures, nursing assessments, procedural training from basic to advanced levels, employee inservices, and CEU offerings for nursing professionals. SNFClinic stands out for its ease of use, enabling staff to quickly access what they need, and for its high level of customization, allowing facilities to adapt and create content to match their specific requirements. Clients report measurable improvements, including reduced survey tags and severity, increased staff retention, improved MDS quality indicator scores, and higher CMS star ratings. The company is focused on helping care facilities enhance performance through practical, results-oriented education and tools.

Role Description The Client Operations Manager is a full-time, on-site role based in Carlsbad, CA, responsible for overseeing day-to-day client operational activities and ensuring a consistently high level of service delivery. This role manages onboarding and implementation for new facilities, coordinates ongoing client support, and monitors usage of the SNFClinic platform to drive adoption and performance outcomes. The Client Operations Manager will collaborate with internal teams to streamline processes, analyze operational data, and recommend improvements that enhance client satisfaction and efficiency. Daily responsibilities include responding to client inquiries, resolving operational issues, tracking key performance metrics, preparing reports, and supporting training and communications related to platform usage. The role also involves building strong relationships with clients, understanding their workflows and regulatory requirements, and helping them leverage SNFClinic’s tools to achieve measurable results.

Qualifications

• 2+ years of experience in technical support, operations, systems administration, or a related customer-facing operations role.
• Experience troubleshooting software applications and providing technical support to end users in a SaaS environment.
• Strong understanding of system optimization, workflow improvement, and operational efficiency.
• Hands-on experience with Salesforce for case management, reporting, or CRM administration.
• Proficiency using Zoom for client meetings, virtual training sessions, and remote support.
• Excellent problem-solving and analytical skills with the ability to identify root causes and implement effective solutions.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Outstanding written and verbal communication skills with the ability to explain technical concepts to both technical and non-technical users.
• Experience documenting processes, creating knowledge base articles, and maintaining accurate support records.
• Proficiency with Microsoft Office or Google Workspace, including Excel/Sheets, and experience with project management or ticketing systems (e.g., Jira, Asana, Monday.com) is preferred.
• Experience in healthcare, long-term care, learning management systems (LMS), or other regulated industries is a plus.
• Bachelor's degree in Information Systems, Business Administration, Operations Management, Healthcare Administration, or a related field, or equivalent combination of education and experience.

This version shifts the focus away from finance and high-level operations management and emphasizes:

• Technical support
• Systems optimization
• Operational experience
• Salesforce
• Zoom
• Troubleshooting
• Process improvement
• Documentation
• Customer-facing SaaS support

Pay:$25.00 - $40.00 per hour, DOE