Client Operations Specialist - Service Operations

The Client Operations Specialist (COS) will help support the operations and optimization for all post sales employees. The COS serves as the go-to resource for any process, platform, orders, reporting, systems questions, implementation, and execution. The COS is also a key extended member of Post Sales Operations team and develops and manages key strategic initiatives.

The successful candidate will be an individual with exceptional customer focus, employee focus, outstanding organization, and time management skills. The COS should have the advanced ability to grasp technical concepts; process concepts, and train their teams and fellow leaders. This is a team-oriented job that encourages cross-departmental collaboration and effective communication skills.

Responsibilities:

The candidate must be flexible and able to multitask across a variety of job duties, including:

• Serve as experts in answering people, process, reporting, and system questions
• Conduct weekly technical, process, and operational training sessions
• Partner with key Gannett leaders and act as a resource and leader
• Be the point person for resolving issues and escalate when necessary
• Assist Post Sales teams with any operations related questions to ensure efficiency
• Monitor client retention, down for payment reporting and work to improve related metrics
• Help ensure assigned regions are compliant with systems and policies
• Set the tone for a culture that allows everyone to have a positive experience by leading by example
• Develop, manage, and lead key strategic initiatives when necessary
• Partner with Sales organization to provide feedback to Post Sales Operations team to further streamline operational efficiency within people, process, and tools
• Be a subject matter expert for all Post Sales Operations initiatives
• Perform other responsibilities as assigned

• 3+ years of experience in Customer Service, Sales Operations, Sales, Marketing, Training, or related field.
• Previous background communicating, setting & managing expectations with internal stakeholders and external client stakeholders.
• Strong analytic and quantitative skills.
• Requires strong oral and written skills with a client focus.
• Bachelor's Degree in Business or related field.
• Ability to prioritize and handle multiple tasks while ensuring details are not missed.