Client Success & Operations Specialist

The Client Success & Operations Specialist owns the operational side of the client experience from signed agreement through onboarding, launch, and ongoing support. You'll keep clients informed, internal teams aligned, and the details moving so great work can happen without anything falling through the cracks.

As our resident air-traffic controller, you'll be responsible for:

• Being a go-to point of contact for clients after they sign and creating a responsive, organized, high-touch experience.
• Coordinating onboarding from signed agreement through launch and making sure every handoff is clean.
• Scheduling kickoff calls, content capture dates, internal handoffs, and other important milestones.
• Collecting the contacts, platform access, creative assets, information, and approvals our teams need to get to work.
• Keeping client records, project statuses, timelines, and outstanding action items organized and up to date.
• Sending updates, reminders, follow-ups, recaps, and next steps before someone has to ask.
• Coordinating across Sales, Content, Finance, and Leadership to keep everyone on the same page.
• Spotting client issues, bottlenecks, retention risks, and missed details early and helping move them toward a solution.
• Building and improving workflows, templates, SOPs, and systems as we grow.
• Helping make sure no client, deadline, or project falls through the cracks.

• You're exceptionally organized and rarely need to be reminded about a follow-up.
• You genuinely enjoy helping clients and can stay calm, clear, and solution-oriented when things get complicated.
• Your instinct is usually 'How do we fix this?' instead of 'Whose problem is this?'
• You can manage a lot of moving pieces, communicate proactively, and keep deadlines from becoming emergencies.
• You like creating structure where it doesn't exist yet and want room to grow as the team scales.

• High School Diploma or equivalent is required.
• An Associate's or Bachelor's Degree in business, marketing, communications, operations, or a related field is preferred.
• 2+ years of experience in client success, account coordination, operations, project coordination, administrative support, marketing operations, or a related role is preferred.
• Experience in a client-facing customer service, account management, hospitality, sales support, or administrative coordination role is preferred.
• Experience supporting a fast-paced team, managing multiple projects, and coordinating across departments is preferred.
• Experience with project management software such as ClickUp, Asana, Monday.com, or similar is preferred.
• Experience with Google Workspace, CRM systems, spreadsheets, and business productivity software is preferred.
• Experience with digital marketing, social media, or creative production workflows is a plus.

• Exceptional organization with the ability to manage multiple clients, projects, priorities, and deadlines at once.
• Excellent written and verbal communication with clients and internal teams.
• Strong project coordination, time management, and follow-through.
• A genuine client-service mindset and a desire to create an exceptional experience.
• Proactive communication and follow-up so clients and teammates are never left wondering what comes next.
• Strong attention to detail and the ability to keep documentation and systems accurate.
• Good judgment about what to solve independently and when to bring in the right person.
• Ability to identify client issues, operational bottlenecks, and risks before they become larger problems.
• Comfort owning onboarding workflows, account setup, project tracking, documentation, and recurring processes.
• Comfort organizing information across project management tools, CRM platforms, spreadsheets, shared docs, and cloud-based files.
• Self-motivated, proactive, and comfortable taking initiative without waiting to be told every next step.
• Ability to collaborate effectively across Sales, Content, Finance, and Leadership.
• Comfort learning and troubleshooting new business applications and operational software.
• Strong active listening, problem-solving, and follow-through skills.
• Comfortable with administrative work, data accuracy, and recurring operational responsibilities.
• A growth mindset and the ability to help create structure as the team and client portfolio scale.

• Hybrid in-office role within these locations: Austin, TX, Dallas, TX, and Denver, CO
• Travel to other markets may periodically be required.
• Assures that safety regulations are followed at all times.
• Adherence to compliance measures implemented by governing bodies such as OSHA and the CDC.
• Reports hazardous conditions, accidents, and incidents to the immediate supervisor.
• Must be able to lift up to 25 lbs.
• Requires standing, walking, bending, kneeling, stooping, and crouching.

• Typical business hours: 8:30 am - 5:30 pm Monday - Friday; availability for escalations may occasionally be needed outside of normal business hours.

• Up to 10% of the time.
• Minimal travel may be required for business functions, team training, and culture events.

Smart City is proud to be an equal opportunity workplace and does not discriminate based on race, religious creed, color, national origin, ancestry, genetic information, physical or mental disability, medical condition, marital status, gender, age, sexual orientation, gender identity, veteran status, or any other characteristic protected by applicable law, in connection with any aspect of employment at Smart City Locating.

• Honor Bound: We do what we say we're going to do.
• Overachievers: We always go the extra mile.
• Never Settle: We're always striving for growth.
• Optimistic: We're a force of positivity.
• Real People: We treat everyone like friends.

If you're the person your friends trust to make the itinerary, your coworkers trust you to remember the details, and your clients trust you to get things done, we should probably talk. Come help us build an incredible client experience and keep Smart City Digital running like a well-organized machine!