Client Operations Manager Hybrid We are iHasco. We're the go-to experts in top-notch Health and Safety and HR Compliance eLearning. Quality, creativity, and simplicity are our core strengths. With a track record of 15 million training sessions over 15 years, we're not just growing; we're skyrocketing. Join us now and lead the charge in our high-octane Commercial Sales team. We are part of the Citation Group. We offer colleagues and clients an opportunity they will not gain at many other businesses. The Citation Group has grown rapidly over the past few years and have big ambitions for the future. As a Private Equity backed business, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions. At iHasco, we believe in empowering our team and creating an environment free from bureaucracy and micro-management. Our Customer Success department will embody these values, ensuring our clients receive the highest level of service and support as we continue to innovate and lead in Health and Safety and HR Compliance eLearning. Join us as we take this exciting step forward, reaffirming our commitment to quality, creativity, and simplicity. With the backing of the Citation Group, we're poised to reach new heights and provide an unparalleled client experience. The Role In this critical role, you will join our Customer Success team, focusing on enhancing customer satisfaction, retention, and upsell opportunities. By refining workflows and establishing a disciplined operational rhythm, you’ll play a key part in building client trust, improving customer interactions, and driving continuous improvement across the team. Your insights and actions will be instrumental in delivering a superior client experience and maximising customer lifetime value. Key Responsibilities: Process & Workflow Development: Partner with cross-functional teams to develop and streamline workflows, creating clear processes for managing client relationships and enabling consistent, quality interactions. Customer Insights & Relationship Management: Analyse customer goals, engagement, and satisfaction to identify retention and upsell opportunities, developing tailored strategies to deepen client partnerships. Operational Excellence: Optimise systems and resolve day-to-day challenges to support seamless, scalable customer interactions. Reporting & Analytics: Build and present customer data reports, dashboards, and metrics to monitor team performance and client satisfaction, ensuring data-driven decision-making. Cross-Functional Collaboration: Work closely with departments to align on business objectives and resolve cross-functional challenges, enhancing the overall client experience. Internal Documentation: Maintain comprehensive process documentation and training materials to support consistent team execution. Technology Implementation: Lead the integration and management of customer-focused technologies to improve team efficiency and client engagement. Operational Efficiency: Apply best practices to streamline workflows, boost productivity, and scale client success efforts as the team and client base grow. Qualifications & Skills: Experience: Proven background in Customer Success, client retention, or account management, particularly with enterprise clients. Familiarity with CRM tools like Salesforce and HubSpot is essential. Personal Attributes: Detail-oriented, adaptable, and effective under pressure, with strong problem-solving and communication skills to support high-stakes client interactions. Leadership: Experienced in team management, KPI setting, and professional development. Skilled in managing operational tasks and supporting a high-performing Customer Success team. What you get from us From your birthday off work (in addition to a generous annual leave and bank holiday entitlement of 33 days) to wellbeing support and a health cash plan, to recognition and incentives, and continuous learning and development, we invest in you holistically. We believe work should be fulfilling and enjoyable, so together, we create an environment where you can thrive. You will be surrounded by passionate colleagues who care deeply about our mission and have a true sense of purpose. We will challenge and grow you continuously—you will never find yourself clock-watching with us. We trust you, rely on you, and care about your well-being.