Client Account & Operations Coordinator - 64189665955

What You’ll Do:

Client Communication (the core of the role)

• Serve as the day-to-day contact for 8 to 10 client accounts via email, with occasional Zoom calls.
• Respond to client requests promptly, set clear expectations on timelines, and confirm when work is done.
• Proactively communicate: if an asset a client sent is unusable, if a deadline will slip, or if something looks off, you tell them right away with a recommended fix. Silence is never acceptable.
• Send clients regular update summaries on a standardized cadence (we will build this together).
• Join client Zoom meetings, take notes, capture action items, and drive follow-through afterward.
• Lead the onboarding of new clients: welcome communications, kickoff coordination, gathering assets and access, and making sure their first 30 days feel organized and premium.
• Own client retention touches: track and celebrate client milestones (practice anniversaries, launches, wins), run periodic check-ins, and plan and coordinate quarterly client gifting.
• Flag account growth opportunities to the founder when you spot them, such as a client mentioning a new service line or an obvious gap another of our services could fill. You won't be selling, but you will be our eyes and ears.

Project & Task Coordination

• Own Asana: log every client request from email, calls, and forms; assign tasks to the right team member or vendor; keep statuses and deadlines current so nothing falls through the cracks.
• Direct the internal freelance team's client work with full authority: you assign tasks, set deadlines, follow up, and hold people accountable for delivery. You do not need the founder's sign-off to delegate.
• Coordinate and follow up with external vendors and white-label partners (PPC, SEO, design, development) to keep deliverables on schedule and on spec.
• Quality-check deliverables before they reach clients: check for typos, broken links, wrong image sizes, anything sloppy.

Marketing Execution (trained by us)

• Take on select recurring deliverables yourself once trained: researching blog topics using our SOPs, uploading blogs and photos to client website CMS platforms, and preparing recurring reporting.
• Monitor each client's retainer deliverables and keep an eye on progress so nothing slips, escalating to the founder when something is behind.
• Understand our clients' campaigns well enough to give informed updates: you should be able to explain what a campaign is doing and what basic metrics like CPA and conversions mean, even though specialists build and manage the campaigns.

Operations & Founder Support

• Diagnose and fix, not just document: audit our current workflows, identify the bottlenecks and single points of failure, propose better ways of doing things, and then capture the improved process as SOPs in Slab so it lives in systems, not in anyone's head. The goal is a business that runs on repeatable systems instead of one person's memory.
• Build and streamline Asana workflows: templates, intake forms, rules, and automations that reduce manual work and keep requests flowing to the right people automatically.
• Assemble monthly client reports in Notion using data and narrative summaries provided by the team.
• Flag billable out-of-scope work: our clients are on automated retainers, so when a request comes in that falls outside a client's scope, you identify it and alert the founder before work begins. You will not touch the billing system itself.
• Provide as-needed administrative support to the founder: research, drafting, scheduling coordination, and similar tasks when asked. Client emails are routed to you through our shared inbox tool; you will not have access to the founder's personal inbox or calendar.
• Handle ad hoc research, vendor follow-ups, and special projects.

What Success Looks Like in the First 90 Days:

• You have run recorded knowledge-extraction sessions with the founder covering every recurring workflow, and converted them into SOPs in Slab that someone else could follow.
• All active tasks and client requests live in Asana in a system you built and maintain, not in the founder's head or inbox.
• Clients are emailing you first, not the founder, for day-to-day requests.
• Every client is on a consistent update cadence and no request has gone unanswered for more than one business day.
• The founder is no longer assigning tasks. You bring him prioritized plans and he approves them.

Who You Are:

• 5+ years supporting US or international clients directly in an agency, operations, account management, or online business manager role. Digital marketing agency experience is strongly preferred.
• You have built systems and SOPs from scratch, not just followed them. You can point to a process that was chaotic or undocumented before you arrived and organized after.
• You are self-managing and know how to manage up to a busy founder: batching

questions, forcing decisions when needed, and keeping momentum without

hand-holding.

• Excellent written English that reads as natural, native-level American business writing. Polished, warm, and professional with zero grammar errors, and free of overly formal or unusual word choices that signal a non-native writer. Our clients are doctors and their teams, and they expect premium service.
• Confident spoken English. You are comfortable speaking up on Zoom calls with US clients, not just listening. You will start by shadowing client calls, with the opportunity to lead them over time.
• Proactive and assertive. You take charge, ask questions early, surface problems before they grow, and never sit on an issue.
• Collaborative and invested. You bring ideas and suggest better ways of doing things rather than only executing instructions. We want a thinking partner who cares about the company and its clients, not a task-checker.
• Obsessively organized and detail-oriented. You catch the typo, the broken link, and the missed deadline before anyone else does.
• Fluent with Asana (or a comparable PM tool like ClickUp or Monday), Slack, Google Workspace, and Zoom. Familiarity with Front (or a similar shared inbox or ticketing tool), Notion, Slab, or Unbounce is a plus.
• Comfortable working in website CMS platforms to upload blogs, photos, and content updates. Experience with any modern CMS translates; we will train you on ours.
• Conversant in digital marketing: you understand what SEO, Google Ads, landing pages, and website projects involve, even if specialists execute the strategy.
• Comfortable working within strict security protocols. Because our clients are medical practices, all work involving client data is done in company-controlled environments, and no client information may ever be stored on personal devices.
• Discreet and trustworthy. You will handle sensitive client and business information.
• Reliable remote setup: fast internet with backup, backup power, and a quiet, professional environment for client video calls.

Nice to Have:

• Experience with healthcare, medical aesthetics, dental, or wellness clients.
• Experience coordinating outsourced or white-label vendors.
• Basic familiarity with reporting metrics (traffic, leads, conversions).

Why This Role:

You will work directly with the founder of an established, profitable boutique agency with a decade of specialization in one of the most premium niches in marketing. You will not be a cog in a large team. You will see how the entire business runs, your work will be visible immediately, and the role will grow as you prove yourself.