[Remote] AI Studio- Client Success & Operations Manager

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.ResponsibilitiesServe as the primary relationship owner for AI Studio’s credit union clients - building trusted, long-term partnerships with credit union executives and leadership teamsAct as the day-to-day point of contact for client inquiries, engagement updates, program participation, and issue resolutionOnboard new credit union clients, ensuring a smooth, professional, and value-forward experience from initial engagement through active participationDevelop and execute a Client Engagement Plan - tracking participation across AI Studio’s service offering, proactively identifying opportunities to deepen client valueEnsure that all client information, interactions, engagement history, etc is kept currentCollect and synthesize client feedback, surfacing insights that inform AI Studio’s evolving service priorities and strategic directionSupport the team with reporting and strategic relationship outreach as neededLead project management (advisory or technical engagements) - maintaining and executing project plans, timelines, milestones, deliverable tracking, and stakeholder communicationsCoordinate cross-functional teams (internal staff, fractional experts, and external partners) to ensure on-time, high-quality deliveryDevelop and maintain standardized engagement frameworks, templates, and tools to support consistent and scalable service deliveryMonitor engagement progress and proactively identify and resolve risks, blockers, or scope changes in coordinationTrack and report on engagement performance metrics, client satisfaction, and delivery qualityManage the full lifecycle of engagements from scope finalization and contracting through delivery and close-outProvide project management support for internal initiatives, where applicableManage and maintain Statements of Work (SOWs) and Master Service Agreements (MSAs) in alignment with AI Studio’s service offeringsOversee AI Studio’s billing and invoicing operations, ensuring timely, accurate invoices. Involves coordination with financial operations partners for processing and financial reportingDevelop, 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 scalabilityMaintain accurate and organized documentation across all operational and risk/compliance functions, including contracts, templates, records, policies, procedures, etcEnsure compliance with applicable regulatory and business requirements across contracts, policies, and operational processesSkillsBachelor'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 managementExperience working within or directly supporting the credit union, CUSO, fintech, or financial services industry strongly preferredDemonstrated experience managing SOWs, service agreements, or client contractsProven track record of successfully managing multiple complex client relationships and project engagements simultaneouslyExceptional ability to build trusted, professional relationships with senior executives and all levels, with a high-touch, high-intent approachStrong command of project management principles, tools, and practices - with the ability to manage concurrent, complex engagements with precisionDeep comfort with building and managing business operations, including policies, procedures, billing, contracts, and administrative workflowsOutstanding written and verbal communication skills - able to represent AI Studio professionally in client-facing, leadership, and partner settingsWorking knowledge of AI concepts and tools, with a genuine curiosity about how AI is reshaping the financial services landscapeComfort with CRM platforms, project management tools, AI tools (Claude, ChatGPT, CoPilot, Gemini) and the Microsoft Office suiteAbility to synthesize data, engagement feedback, and operational metrics into actionable insights and recommendationsExceptional ability to balance competing priorities, manage ambiguity, and execute with discipline in a fast-paced, startup environmentCompany OverviewTrellance 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/.