Client Success Operations

• Role: Client Success Operations
  
• Modality: Hybrid LATAM
• Location: Managua, Nicaragua.

Position Summary

The Client Success Operations Role at White Shark Media is responsible for coordinating operational workflows that support client onboarding, service delivery quality, and internal process execution.

This role ensures that onboarding activities, systems configuration, tracking setup, and reporting frameworks are executed accurately and on time, while also monitoring service processes to ensure compliance with internal standards and client SLAs.

The Operations Coordinator collaborates closely with the Sales, Client Experience, Product Excellence, Technology, and Finance teams to maintain operational visibility, identify process gaps, and drive improvements that support efficient, high-quality service delivery.

Using tools such as Monday.com, HubSpot, and Internal Tools, the role maintains workflow tracking, monitors task completion, and provides insights that help ensure clients are launched smoothly and that operational processes consistently meet WSM standards.

Responsibilities

#1 Client Onboarding & Launch Readiness
-Ensure all required systems, tracking, and reporting tools are properly configured prior to campaign launch
-Coordinate onboarding workflows across Sales, Client Experience, Performance, and Technology teams
-Maintain onboarding timelines and ensure readiness milestones are achieved
-Confirm access, tracking implementation, and reporting setup before campaigns go live
-Act as the operational point of contact for onboarding coordination and issue resolution

#2 Systems, Access & Reporting
-Ensure accurate setup and validation of platforms, tracking systems, and reporting frameworks required for service delivery.
-Ensure tracking and reporting frameworks are aligned with service scope
-Maintain accuracy and consistency of internal reporting data
-Troubleshoot access, tracking, and reporting configuration issues when required

#3 Workflow Management & SLA Monitoring
-Manage onboarding and operational workflows through Monday.com
-Ensure tasks, dependencies, and milestones are clearly documented and updated
-Monitor SLA completion and flag delays, risks, or operational blockers
-Provide operational reporting to highlight trends, outliers, and improvement opportunities

#4 Service Quality & Operational Audits
-Perform quality checks across key processes, including onboarding, transitions, and service milestones
-Conduct periodic audits of completed tasks to ensure documentation accuracy and SLA compliance
-Identify process gaps, operational risks, or recurring issues
-Collaborate with Product Excellence & CX leadership to course-correct processes when needed

#5 Process Documentation & Operational Improvement
-Maintain documentation for key service and onboarding processes
-Identify opportunities to improve efficiency, clarity, and consistency in operational workflows
-Support cross-department initiatives that enhance service delivery and operational execution
-Contribute insights and recommendations based on operational audits and reporting analysis

#6 Contribute to the development and implementation of new projects, activities, and processes that benefit the performance of the departments and the company

Required Skills & Qualifications

Know How & Certifications:

-Experience in project management and workflow methodologies
-Experience working with CRM platforms and customer lifecycle management
-Strong process documentation and SOP creation skills
-Experience managing tasks, dependencies, and SLAs
-Data analysis and reporting experience.
-Experience leveraging AI and data analysis to identify operational bottlenecks, improve workflow efficiency, and support decision-making is highly desirable.
-Advanced proficiency in Google Workspace and/or Microsoft Office Suite, particularly Google Sheets and Excel.

Certifications / Additional Knowledge (Plus):

-HubSpot CRM Certification is a plus.
-Monday.com Certification is a plus.
-Lean Six Sigma Green Belt (LSSI) is a plus.
-Knowledge of digital marketing service delivery workflows (Paid Media, SEO, Web, Tracking, Reporting)
-PMP (not required but valuable)