Client Operations Specialist

Job description

At TruePoint, our product is our people. We’re a seven-time Inc. 5000 fastest-growing company and a four-time Top 100 PR firm in the U.S, known for our commitment to top-tier talent and meaningful results. TruePoint operates in a hybrid work environment (3 days in office, 2 days remote) and offers competitive health benefits, a profit-sharing bonus plan, 401(k) with competitive matching, and ongoing professional development. As the Client Operations Specialist, you will own client delivery operations and growth enablement, ensuring that all logistical, financial, and operational components are executed with precision to support client satisfaction and revenue performance. This role requires strong attention to detail, analytical thinking, and the ability to manage multiple workflows in a fast-paced environment while aligning account teams, operations, and leadership. You will play a critical role in optimizing resource deployment, maintaining scope and billing integrity, and translating operational data into actionable strategies that improve client retention and margin health. Core Responsibilities: Support company & client budgeting and financial reporting: Create client-ready scopes of work, ensuring scope accuracy and alignment with billing logic Own scope changes, PSA governance, and provide final invoice approval Compile biweekly, monthly, quarterly, and annual reports in support of operations leadership Monitor client absorption, utilization, and margin health, providing insights and recommendations to account leads Build and maintain reporting that supports forecasting, revenue tracking, and performance optimization Own client operations and systems management: Manage and maintain core client operations platforms, including Ruddr, HubSpot, ChatGPT, and SharePoint Ensure data integrity and process adherence across all client operations systems Support account staffing inputs and develop resourcing plans in partnership with leadership Contribute to agency business development: Own project management of new business pipeline and related deliverables Identify and pursue ideal clients, providing strategic and operational recommendations Lead and/or participate in presentations and discovery work Develop scopes of work and contribute case studies to support agency growth Proactively identify opportunities to retain and grow existing clients Client Lifecycle: Facilitate client onboarding, including account setup, staffing alignment, and team introductions Ensure onboarding processes are followed and documented accurately Act as liaison between client, operations, and account teams to ensure alignment and resolve issues Conduct periodic check-ins to support client satisfaction and performance Execute client retention and recognition initiatives Oversee the client off-boarding process Qualifications: High attention to detail and accuracy, proactive communicator, and technically proficient Strong experience in financial reporting, scoping, and operational analysis Ability to interpret utilization and financial data into actionable recommendations Experience managing systems such as Microsoft Excel, Outlook, Teams, Zoom, and PSA or CRM tools 4 to 6 years of agency or professional services experience strongly preferred. Bachelor's degree or equivalent experience Professional communication skills, both verbal and written TruePoint Communications is committed to a diverse and inclusive workplace. Additionally, we provide equal employment opportunities to all and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. All offers of employment are conditioned upon the candidate's legal authorization to work in the United States. Candidates will be subject to a background screening as part of the application process.