Client Services & Client Journey (SOPs & Operations)

About the Role - We are hiring a highly organized Client Services Manager & SOP Specialist to manage the client experience across our three contract-based programs. 1. This person will serve as the main point of contact for active clients, prospective clients, and leads. 2. They will help move clients through each phase of their program, manage communication and scheduling, track contract timelines, organize replays and resources, and help build the Standard 3. Operating Procedures needed to make the client journey more consistent and scalable. This is not a general virtual assistant role. We need someone who can take ownership of client operations, improve systems, and make sure no client, deadline, session, or follow-up is missed. Responsibilities - Client Management - Manage client emails, questions, concerns, and follow-ups. - Respond to prospective clients and leads. - Track where each client is within their program. - Send reminders about assignments, next steps, sessions, and program phases. - Monitor contract start dates, expiration dates, extensions, and remaining program time. - Contact clients whose contracts are approaching expiration or require updates. - Help clients access program resources, replays, Zoom sessions, and materials. Scheduling and Communication - Manage the client calendar. - Handle scheduling, cancellations, and rescheduling. - Notify clients when sessions change or must be canceled. - Manage client text communication through Google Voice. - Send session reminders, preparation instructions, and follow-up messages. - HoneyBook and Trello Management - Help transition the business into consistent use of HoneyBook. Manage client projects, contracts, forms, invoices, and automated workflows. Build and maintain workflows for onboarding, reminders, program updates, contract expiration, and closeout. - Use Trello to track client phases, deadlines, assignments, and internal tasks. - Keep HoneyBook and Trello accurate and up to date. - Zoom and Replay Management (All Are Uploaded To The Cloud) - Organize Zoom links for private and group sessions. - Download recordings and upload them to the appropriate cloud or client portal. - Organize and label replays clearly. - Help clients troubleshoot access to sessions, recordings, and resources. SOP and Process Development - Help document and improve the client journey for all three programs. - Create SOPs, checklists, templates, and step-by-step processes for client management. - Build processes for onboarding, scheduling, communication, contract tracking, replays, program phases, and closeout. - Identify gaps and recommend improvements that make operations more efficient. Qualifications Experience in client services, client success, project management, program coordination, or business operations. Strong written communication and client relationship skills. Experience managing multiple clients, deadlines, and moving projects. Experience with CRM systems and project-management platforms. HoneyBook and Trello experience preferred. Experience creating SOPs or documenting processes. Strong attention to detail and follow-through. Comfortable working with executives, senior professionals, and business owners. Able to work independently and take ownership without constant direction. What Success Looks Like - My GOAL Clients always know where they are in their program and what comes next. Contracts, deadlines, sessions, and follow-ups are tracked accurately. Client emails and text messages are handled promptly. Replays and resources are organized and accessible. HoneyBook becomes a reliable part of the client journey. Trello clearly reflects the status of every client. SOPs are created for all major client service processes. The CEO is no longer responsible for managing routine client operations.