Strategic Client Operations & Relations Lead

• Serve as the primary service contact for assigned national and large clients, managing day-to-day operational inquiries, service requests, and escalations
• Lead client service delivery activities for strategic initiatives, maintenance projects, platform updates, regulatory changes, and system enhancements
• Conduct recurring service calls, operational reviews, and business reviews to track key performance indicators, review open items, and identify improvement opportunities
• Maintain accurate client documentation, including architecture, processing environment, product configurations, custom processes, and interaction history in designated systems and tools
• Partner with internal teams, sales partners, and external vendors to coordinate issue resolution, support implementations, and identify referral opportunities for additional products and services
• Monitor service metrics and client satisfaction results, escalate trends and risks, and support continuous improvement initiatives that strengthen service quality and operational efficiency
• Support incident response activities, including on-call service needs outside standard business hours as required

Requirements 6+ years of experience in account management, service management, client operations, financial operations, or a related client-facing role supporting complex business relationships 6+ years of experience managing multiple client accounts, service inquiries, and operational priorities within established service level expectations 6+ years of experience working with cross-functional stakeholders to deliver projects, process improvements, product updates, or operational initiatives Experience using Microsoft Office applications, including Excel, PowerPoint, Outlook, and Word, to manage client communications, reporting, and documentation Ability to communicate clearly in written and verbal formats with associates, clients, vendors, and executive stakeholders across multiple levels of an organization Bachelor’s Degree or higher in business, finance, communications, or a related field, or equivalent combination of education, related experience and/or military experience ATS Optimization Keywords Below are skills and terms extracted directly from this job posting to improve Applicant Tracking System (ATS) visibility. This unique feature helps candidates tailor their applications more effectively — a feature exclusive to JobTailor job listings. Hard Skills account management service management client operations financial operations project management process improvements operational initiatives performance indicators incident response Soft Skills communication client relationship management problem-solving team collaboration organizational skills analytical skills leadership customer service adaptability #J-18808-Ljbffr Jobtailor