Client Operations Manager

About the role

The
Client Operations Manager
(COM) is a cornerstone of Alea's Account Management team, focused on ensuring clients achieve maximum value from our services. By providing exceptional support and proactive solutions, the CSM helps maintain strong client relationships and fosters loyalty. This role supports Senior Account Managers (AMs) by managing critical operational tasks, enabling them to focus on strategic growth initiatives. As a CSM, you will be instrumental in delivering a seamless onboarding experience, managing content activations, resolving operational issues, and driving client satisfaction across every interaction.

Responsabilities
:

Client onboarding

• Serve as the primary guide for new clients, leading them through the onboarding process to ensure a smooth and positive start.
• Configure accounts to meet client-specific needs and align with their business goals.
• Provide comprehensive training on Alea's tools, systems, and processes to empower clients for success.

Content activation

• Manage and execute content activation requests, ensuring precision and timely delivery.
• Liaise with internal teams (e.g., Product, Tech, Integration) to guarantee content is accurately configured and goes live without issues.
• Monitor activation progress and proactively address any roadblocks.

Documentation and amendments

• Draft and manage client-related documentation, including agreements, amendments, and addendums.
• Ensure records are up-to-date and comply with contractual obligations and industry regulations.
• Maintain meticulous documentation of all client interactions and updates.

Client support

• Act as a responsive and dependable point of contact for operational inquiries and issues, ensuring swift resolution.
• Conduct regular check-ins with clients to provide updates, gather feedback, and address concerns proactively.
• Monitor client satisfaction and identify opportunities to enhance their experience with Alea's services.

Collaboration and Continuous Improvement

• Partner with Senior Account Managers to analyze client feedback, operational data, and performance metrics to identify trends and opportunities for improvement.
• Leverage
  Looker
  and other BI tools to generate insights that drive decision-making and enhance client satisfaction.
• Collaborate with cross-functional teams (e.g., Tech Support, Finance, Product) to resolve issues efficiently and optimize service delivery.
• Support strategic initiatives aimed at increasing client retention, enhancing service quality, and fostering long-term partnerships.

Requirements:

• Experience
  : Proven experience in customer operations, account management, or a related field (preferably in B2B SaaS or iGaming).
• Communication
  : Excellent interpersonal and communication skills, with a customer-first mindset; able to build trust with clients and internal stakeholders.
• Organization
  : Strong project management and multitasking skills; able to manage multiple tasks and deadlines.
• Problem-solving
  : Proactive mindset with the ability to identify challenges and propose effective solutions.Detail-oriented with a focus on accuracy and compliance
• Tech-savvy
  : Comfortable with CRM tools, project management software, and data reporting systems.

What we offer:

• A competitive salary package based on your experience.
• An impressive benefits package, focused on our culture of integral health that includes medical insurance, gym with personal trainer, sauna and hyperbaric chamber, and fresh fruit every day.
• Tax-advantageous wage benefit: Meal card, transport package and other measures such as childcare allowance.
• Discount on Veg it (vegan meals) to order your lunch at the office.
• Flexible start and finish times.
• Reduced working hours in August.
• 23 holidays plus 3 extra days at disposal
• Hybrid Work Model.
• English classes
• Parking benefit for those who live outside of Barcelona.
• And what we are very proud of, you will join a young, motivated and powerful team with a great team culture. As it's not all work, we maintain the team spirit with team building events, parties and workshops where you can enjoy our achievements. When you leave in the afternoon, you can join our paddle tennis games near the office.