Operations & Client Success Coordinator

Title: Operations & Client Success Coordinator (growth path to Operations Manager) Company: Town Money Saver (TMS+ Digital Marketing division)

The role You make sure what we sell actually gets delivered: on time, billed correctly, and with the client kept in the loop. You run our delivery system, not just the tasks inside it. That means owning our CRM, our project management platform, and our billing automations so routine onboarding, invoicing, and monitoring run without manual touches, and you spend your time on clients, deadlines, and judgment calls. This role has a written, dated path to Operations Manager.

What you’ll own

Project coordination

Move every new client from signed deal to launch using our onboarding process and project templates. Set deadlines across fulfillment (web, ads, content) and sales handoffs. Escalate anything blocked. Verify client intake is complete, then run the 1–2 hour kickoff call. Keep the Process Library and SOPs current. Draft new SOPs and process improvements for approval. Serve as the team’s go-to on our project management tool.

Systems and automation

Own and maintain CRM workflows (intake, onboarding sequences, kickoff booking, review alerts) and project management automations (task creation, overdue and stale flags). We run on GoHighLevel and ClickUp; experience with comparable tools (HubSpot, Salesforce, Zoho, Asana, Monday, Trello) carries over. Own client records in the CRM: account naming, tags, and sub-account setup. Keep the project board clean. Every task has a status, an owner, and an honest due date. When something breaks or a step gets skipped, catch it and fix it. Routine work runs on its own; you handle the exceptions.

Client support

First point of contact for client questions, updates, and requests by phone, text, and email. Flag problems before the client does, using reporting and automated alerts as early warning. Own same-day response to negative reviews on client profiles. Alerts are automated; the response and recovery call are yours.

Billing

Run recurring billing and invoicing through QuickBooks and Stripe. Keep the automation accurate as clients and services change. Follow up on overdue accounts that automated reminders haven’t resolved. Handle non-standard situations (discounts, mid-cycle changes, credits) and know when to escalate.

R&D

Review the weekly AI-drafted industry and platform update memo, verify what matters to our services, and send it to the TMS+ team every week. Reference resources and the drafting tool will be provided.

Authority from day one

Set and enforce deadlines for fulfillment and sales. Move any task to Blocked and escalate it. Refuse a sold deal into delivery if client intake is incomplete, including deals Tommy sells. Change or pause an automation producing bad output, then flag it.

Growth path (each step is a review, not automatic; dates move with actual start)

Milestone When What it looks like What changes Onboarding, billing, automations owned 90 days Every new client went signed → kickoff → launch on template; billing and overdue follow-up run with Tommy only on escalations; can fix a broken CRM/project workflow solo Probation ends

Coordinator performance review 12 months Retention and on-time launch at/above target; clients name you, not Tommy, as their contact Comp bump tied to those two numbers

Project Manager review 3 years Deadlines, client comms, billing, SOPs run without Tommy; hired or trained at least one person Title and comp review

Organized to the point that loose ends bother you Comfortable on the phone with business owners Willing to hold people to deadlines, including people senior to you Curious about systems: you’d rather fix the process than redo the task Preferred: hands-on experience with any CRM and any project management tool. Ours are GoHighLevel and ClickUp; if you know something similar, you’ll pick them up fast and we’ll pay for training Team player with a “serve others first” mindset in everything you touch or do