Senior Client Success & Operations Specialist

VirtuStaff is seeking a highly organized and client-focused Senior Client Success & Operations Specialist to join its Jordan-based pre-launch team and help establish the company’s service-delivery operations ahead of launch.

The successful candidate will support the full client journey after the commercial handover, including onboarding, agent activation, service monitoring, client communication, Day-15 and monthly reviews, incident coordination, replacement follow-up and client-retention activities. The specialist will act as the main day-to-day operational contact for active clients and coordinate closely with Sales, HR, Technical Support and Management to ensure that clients receive a reliable and well-managed service.

The role will also support VirtuStaff’s training ecosystem by identifying training needs, researching and evaluating training providers, coordinating course launches and monitoring whether training improves agent readiness, performance and client satisfaction. This is a hands-on individual-contributor position with significant operational ownership, but no direct team-management responsibility during the initial phase.

The original role covers the client journey after sale as well as training-provider and course coordination, while specialist execution remains with the relevant internal or third-party teams.

Key Responsibilities

• Review sales handovers and confirm that all client, role, billing and operational information is complete.
• Coordinate client onboarding, kickoff meetings and activation plans.
• Confirm client readiness, system access, working hours, supervision and communication requirements.
• Act as the primary day-to-day operational contact for active clients.
• Maintain a clear health status for each client account and assigned agent.
• Conduct documented Day-15 reviews and monthly service reviews.
• Monitor client satisfaction, service quality, attendance concerns and performance risks.
• Coordinate operational incidents with HR, Technical Support, Sales and Management.
• Keep clients informed during service issues using confirmed and accurate information.
• Coordinate corrective-action, additional-training and replacement processes.
• Follow up on replacement cases and ensure client requirements are properly documented.
• Identify clients at risk of cancellation and support service-recovery plans.
• Track client and seat retention, service issues, replacement reasons and recurring concerns.
• Identify potential account-expansion opportunities and refer them to the Sales team.
• Maintain SOPs, checklists, client records, incident logs and operational dashboards.
• Identify training needs based on client feedback, quality concerns, candidate weaknesses and role requirements.
• Research universities, institutes, trainers, online platforms and other potential training providers.
• Compare training providers based on quality, relevance, credibility, language, assessments, certification, rights and cost.
• Coordinate course structure, platform setup, testing, launch and learner access.
• Monitor enrolment, completion, pass rates, learner feedback and training effectiveness.
• Prepare recommendations regarding course providers, costs, pricing and commercial models for Management approval.
• Coordinate with Marketing, Technical Support, Design and external providers when launching training programmes.
• Prepare weekly and monthly reports covering client health, incidents, retention, onboarding and training activity.

The role is intended to coordinate client onboarding, account health, service recovery, replacements and retention while also supporting the training catalogue and provider network.

Skills

• Three to five years of experience in client success, operations, service delivery, account management, BPO, outsourcing, staffing, SaaS implementation or a similar service environment.
• Proven experience supporting B2B clients after the sale.
• Experience coordinating client onboarding, service reviews and operational follow-up.
• Strong client communication and relationship-management skills.
• Ability to manage complaints, incidents and service-recovery situations calmly and professionally.
• Strong organizational, documentation and follow-up skills.
• Ability to create and maintain practical SOPs, checklists, workflows and reports.
• Experience using CRM, ticketing, project-management, attendance or workforce-management systems.
• Understanding of client satisfaction, account health, retention and churn.
• Ability to analyze operational information and identify recurring issues.
• Experience coordinating training programmes, training providers, online courses or LMS platforms is strongly preferred.
• Ability to evaluate training quality, relevance and commercial suitability.
• Experience comparing supplier proposals and negotiating costs is an advantage.
• Strong Arabic and English business communication.
• Experience dealing with UAE or GCC clients is strongly preferred.
• Ability to coordinate effectively across Jordan, Egypt and UAE teams.
• Good commercial judgment and the ability to balance client satisfaction with operational feasibility.
• Comfortable working in a fast-moving pre-launch environment.
• Available to work full-time from the VirtuStaff office in Jordan.

The original requirements emphasize client onboarding, retention, escalations, GCC communication, operational systems and training-provider coordination.

Preferred Background

Candidates with experience in one or more of the following areas will be preferred:

• SaaS or technology platforms.
• Outsourcing or BPO.
• Recruitment or staffing operations.
• Customer success or account management.
• Workforce management.
• Learning and development.
• LMS or online-training operations.
• Client onboarding and implementation.
• Quality assurance or service delivery.