Note: The job is a remote job and is open to candidates in USA. Trellance Cooperative Holdings, Inc. is a pioneering company in the credit union sector, focusing on artificial intelligence as a transformative tool. The Client Success & Operations Manager plays a crucial role in managing client relationships, overseeing project management, and ensuring operational efficiency within AI Studio.
Responsibilities
- Serve as the primary relationship owner for AI Studio’s credit union clients - building trusted, long-term partnerships with credit union executives and leadership teams
- Act as the day-to-day point of contact for client inquiries, engagement updates, program participation, and issue resolution
- Onboard new credit union clients, ensuring a smooth, professional, and value-forward experience from initial engagement through active participation
- Develop and execute a Client Engagement Plan - tracking participation across AI Studio’s service offering, proactively identifying opportunities to deepen client value
- Ensure that all client information, interactions, engagement history, etc is kept current
- Collect and synthesize client feedback, surfacing insights that inform AI Studio’s evolving service priorities and strategic direction
- Support the team with reporting and strategic relationship outreach as needed
- Lead project management (advisory or technical engagements) - maintaining and executing project plans, timelines, milestones, deliverable tracking, and stakeholder communications
- Coordinate cross-functional teams (internal staff, fractional experts, and external partners) to ensure on-time, high-quality delivery
- Develop and maintain standardized engagement frameworks, templates, and tools to support consistent and scalable service delivery
- Monitor engagement progress and proactively identify and resolve risks, blockers, or scope changes in coordination
- Track and report on engagement performance metrics, client satisfaction, and delivery quality
- Manage the full lifecycle of engagements from scope finalization and contracting through delivery and close-out
- Provide project management support for internal initiatives, where applicable
- Manage and maintain Statements of Work (SOWs) and Master Service Agreements (MSAs) in alignment with AI Studio’s service offerings
- Oversee AI Studio’s billing and invoicing operations, ensuring timely, accurate invoices. Involves coordination with financial operations partners for processing and financial reporting
- Develop, document, and continuously improve AI Studio’s operational policies, procedures, and administrative workflows. Identify and help implement AI-first tools and systems for improved organization efficiency and scalability
- Maintain accurate and organized documentation across all operational and risk/compliance functions, including contracts, templates, records, policies, procedures, etc
- Ensure compliance with applicable regulatory and business requirements across contracts, policies, and operational processes
Skills
- Bachelor's degree in Business Administration, Finance, Operational Management, Communications, or a related field required plus a minimum of 5-7 years of progressive experience spanning client relationship management and/or project management OR High School Diploma or equivalent plus a minimum of 10 years of progressive experience spanning client relationship management, operations, and/or project management
- Experience working within or directly supporting the credit union, CUSO, fintech, or financial services industry strongly preferred
- Demonstrated experience managing SOWs, service agreements, or client contracts
- Proven track record of successfully managing multiple complex client relationships and project engagements simultaneously
- Exceptional ability to build trusted, professional relationships with senior executives and all levels, with a high-touch, high-intent approach
- Strong command of project management principles, tools, and practices - with the ability to manage concurrent, complex engagements with precision
- Deep comfort with building and managing business operations, including policies, procedures, billing, contracts, and administrative workflows
- Outstanding written and verbal communication skills - able to represent AI Studio professionally in client-facing, leadership, and partner settings
- Working knowledge of AI concepts and tools, with a genuine curiosity about how AI is reshaping the financial services landscape
- Comfort with CRM platforms, project management tools, AI tools (Claude, ChatGPT, CoPilot, Gemini) and the Microsoft Office suite
- Ability to synthesize data, engagement feedback, and operational metrics into actionable insights and recommendations
- Exceptional ability to balance competing priorities, manage ambiguity, and execute with discipline in a fast-paced, startup environment
Company Overview
Trellance Cooperative Holdings, Inc. is a credit union cooperative and leading technology partner for credit unions. It was founded in 1989, and is headquartered in Tampa, Florida, USA, with a workforce of 51-200 employees. Its website is https://www.trellance.com/.