Operations Support Specialist

Client & Project Management

• Lead and manage multiple onboarding projects concurrently, ensuring on-time and high-quality delivery.

• Facilitate project kickoffs, status meetings, milestone reviews, and handoffs to Support/CSM teams.

• Develop and maintain project plans, schedules, and documentation tailored to client needs.

• Act as the primary point of contact for clients during onboarding, setting clear expectations and providing proactive updates.

• Identify project risks, dependencies, and blockers; escalate and resolve issues promptly.
   

Cross-Functional Coordination

• Collaborate with Sales, Solutions/Implementation, Product, Engineering, Customer Success, and Support to ensure alignment on scope and requirements.

• Coordinate internal resources to ensure readiness for configuration, integrations, data migration, training, and testing phases.

• Provide clear, structured communication across stakeholder groups.
   

Process Excellence & PMO Standards

• Ensure onboarding projects follow PMO methodologies, templates, and quality standards.

• Contribute to continuous improvement of onboarding processes, playbooks, and tools.

• Track key metrics such as time to go live, client satisfaction, project risk indicators, and variance against plan.
   

Customer Experience & Value Delivery

• Guide clients through change management, adoption milestones, and best practices.

• Ensure a smooth transition to Customer Success at project completion with thorough documentation.

• Work to improve time-to-value and reduce overall onboarding friction.
   

Contract Renewal Preparation

• Generate renewal agreements in Salesforce → DocuSign using approved templates.

• Confirm product, pricing, and term accuracy; escalate discrepancies.

• Track document status through signature and archive final contracts.
   

Annual Settings Rollover

• Apply platform rollover checklist for approximately 250 schools annually.

• Validate tuition schedules, fee structures, user roles, and key dates.

• Log completion and exceptions for audit trail.
   

Teamwork Project Setup

• Create project spaces, task lists, timelines, and user permissions for each new school onboarding.

• Upload SOPs, enable automations, and assign owners from Customer Success & Implementation.
   

Process & Data Hygiene

• Maintain clean records in Salesforce, Teamwork, Gong, and shared drives.

• Identify manual pain points; propose and pilot basic automations or macros.
   

Cross-Team Collaboration

• Liaise daily with CSMs, Implementation PMs, and Finance for smooth hand-offs.

• Surface risks or blockers early (e.g., missing pricing approvals).
   

Reporting & Analytics

• Generate recurring dashboards and adhoc business reports from Salesforce, Teamwork, and other data sources to support leadership decision making.