About the job
Job Title: Client Success & Operations Coordinator
Location: Remote
Shift Timing: EST (6 PM - 3 AM IST)
Profile Summary:
Join our dynamic team at ISHIR as a Client Success & Operations Coordinator. We are seeking a motivated individual with proven expertise in CRM management (HubSpot, SharePoint), client operations, and effective cross-functional collaboration. Your responsibilities will include lead tracking, managing contract processes (DocuSign), enhancing client engagement (QARs, AARs, NPS/CSAT), and ensuring the maintenance of marketing assets such as case studies, testimonials, and collateral. You will play a critical role in upholding data integrity, streamlining internal communications, and boosting operational efficiency across our sales and client success teams.
Key Responsibilities:
1. Sales & CRM Support
- Manage and track leads from customers and referral partners; oversee commission processing.
- Draft initial RFP responses under supervision.
- Maintain and update CRM systems: manage deals, contacts, milestones, contracts, dashboards, and client tags.
- Facilitate DocuSign processes for NDAs, MSAs, SOWs, and PSAs.
- Handle Direct Sourcing (DS) leads and follow up on payments.
- Create and oversee SharePoint client folder templates.
2. Account Management & Client Operations
- Audit and maintain HubSpot contact records.
- Schedule and coordinate QAR/AAR meetings; manage internal coordination and send reminders.
- Prepare for QARs by gathering inputs from project managers and updating CRM/BloomGrowth with key outcomes.
- Ensure accurate minutes of meetings (MOMs) through Read.ai.
- Monitor NPS/CSAT surveys and report on completion rates.
- Assist with logistics for client gifting (DOBs, addresses, office/remote status).
- Track hours for maintenance projects and help with timesheet collection.
- Notify clients about public holidays in India.
3. Marketing & Communication Support
- Map reviews, testimonials, and case studies to relevant services.
- Identify opportunities for new client reviews and testimonials.
- Assist in the creation and updating of case studies during QARs; utilize AI for contract checks.
- Maintain and ensure the accuracy of approved logos by industry for digital and presentation use.
- Update HubSpot to ensure client subscriptions to newsletters.
- Maintain and revise sales collateral, the master company deck, and KPI dashboards.

