Senior Client Operations Advisor – Special Operations

Responsibilities

• Own the hardest client situations: Take full ownership of complex, escalated, or high‑risk client accounts—from first signal through to resolution—applying structured thinking at every stage.
• Diagnose the root cause behind every at‑risk engagement: strategy, execution, expectation misalignment or delivery failure—and build the right intervention accordingly.
• Lead high‑stakes conversations at founder and C‑suite level—resetting expectations, rebuilding trust, and redirecting momentum toward outcomes.
• Maintain meticulous case records that support accountability, continuity, and pattern recognition across the portfolio.
• Drive retention and commercial recovery: Monitor engagement health signals across assigned accounts and intervene before situations deteriorate into formal escalations.
• Develop targeted recovery plans that address root causes—not surface‑level complaints—and execute them at pace.
• Identify and close expansion opportunities inside at‑risk accounts where trust has been rebuilt and appetite exists.
• Track and report weekly on case outcomes, revenue protected, churn signals, and patterns requiring broader operational attention.
• Operate as a senior advisor, not just a handler: Lead live advisory sessions with founders—providing direct, implementation‑focused guidance across offer, outbound, pipeline, and execution where relevant.
• Advise on go‑to‑market strategy, offer positioning, and 90‑day execution priorities when clients need more than just relationship management.
• Challenge assumptions, reframe thinking, and reset timelines with the kind of directness that only comes from someone who has seen these situations before.
• Act as a signal amplifier between clients and internal delivery teams—translating client reality into structured, actionable feedback.
• Build what scales: Contribute to the development of escalation frameworks, retention playbooks, and client risk systems that work beyond your individual caseload.
• Identify patterns across accounts that point to broader delivery or operational gaps requiring intervention at leadership level.
• Propose and implement process improvements that reduce escalation volume, resolution time, and repeat risk over time.

Experience

• 5+ years in client success, account management, consulting, or a senior operational role within a high‑growth, agency, or tech‑enabled environment.
• Proven track record managing complex, escalated, or high‑risk client accounts with demonstrable recovery and retention outcomes.
• Prior experience operating at or advising founder/C‑suite level—not just executing, but influencing decisions under pressure.
• Background in at least one of: growth strategy, sales systems, offer development, delivery operations, or scaling advisory.
• Direct exposure to cold outbound, go‑to‑market execution, or B2B sales systems—enough to advise clients credibly, not just manage them.

Skills & Competencies

• Strong diagnostic ability—able to rapidly identify root causes across strategy, execution, expectation, and delivery.
• Structured thinker with the ability to build and enforce clear action plans, priorities, and accountability frameworks.
• Confident communicator with high emotional intelligence—able to reset expectations, manage difficult conversations, and maintain trust under pressure.
• Expert‑level negotiation and de‑escalation—navigate emotionally and commercially charged situations with composure and precision.
• Commercially sharp—understands pricing, business models, and the downstream impact of every client decision.
• High executive presence—equally effective on a live Zoom with a frustrated founder as in a written case summary to leadership.
• Meticulous documentation discipline—maintains thorough records that support continuity, risk management, and process improvement.
• Mindset & Behavioural Fit
• Senior ownership mentality—operates independently, takes full accountability for outcomes, and doesn't wait to be managed.
• Comfortable in ambiguity and fast‑moving environments—adapts quickly without losing structure or composure.
• Solutions‑oriented under pressure—approaches escalations with clarity and a bias toward resolution, not escalation.
• AI‑native or highly AI‑fluent—actively uses AI tools to enhance output quality, response speed, and documentation efficiency.
• Discreet, professional, and exercises sound judgment in sensitive, confidential, and commercially significant situations.
• Proactive risk detector—spots churn and engagement signals early and acts before situations deteriorate.
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