Client Success & Operations Manager

Client Success & Operations Manager

Location: Hamilton, Ontario, Canada

Type: Full-time

Compensation: CA$70,000 - $85,000 annually + performance-based bonus

About the Role

At Zentrela, we're looking for an exceptional, people-oriented professional who genuinely enjoys helping others, building strong relationships, organizing complex activities, and making sure things get done correctly and on time.

Your mission will be to help our clients, research team, and business development team succeed by providing outstanding service, coordinating operations, solving problems, and keeping everyone connected and informed.

This is a hands-on position for someone who takes ownership, communicates proactively, and feels personally fulfilled when helping people and making things run smoothly.

Your 3 Ultimate Goals

1. Delight Our Clients

Make every client feel valued, supported, and confident in working with Zentrela. Build lasting relationships through excellent communication, responsiveness, and reliable service.

2. Keep Our Research Team Connected, Organized, and Happy

Help our research team collaborate effectively, stay organized, meet deadlines, and enjoy a positive, supportive working environment.

3. Help Our Business Team Build More Partnerships

Support our executives and business development team with the coordination, communication, documentation, and follow-up activities required to develop new business relationships and strengthen existing ones.

What You'll Be Responsible For

Client Success & Relationship Management

• Serve as the main operational point of contact for clients.
• Build strong, positive, and lasting client relationships.
• Proactively communicate project updates, timelines, next steps, and deliverables.
• Respond promptly to client questions, requests, and concerns.
• Resolve misunderstandings and coordinate solutions to client-related issues.
• Ensure clients consistently receive an exceptional experience.

Team Coordination & Operational Management

• Coordinate team activities to ensure responsibilities are clear and tasks are completed correctly and on time.
• Track research project milestones, deadlines, deliverables, and outstanding tasks.
• Proactively remind team members of commitments and follow up until tasks are completed.
• Identify and resolve logistical, operational, and communication challenges.
• Help maintain a collaborative, positive, and supportive team environment.
• Coordinate complex schedules, meetings, resources, and operational logistics.
• Keep everyone informed and aligned on priorities, progress, and next steps.

Business & Administrative Operations

• Prepare and coordinate agreements, contracts, NDAs, and other business documentation for review and signature.
• Schedule client meetings, internal meetings, and video calls.
• Prepare and send client invoices, monitor payments, and follow up on outstanding balances.
• Coordinate vendor registration and onboarding within clients' procurement systems.
• Process authorized payments to suppliers and service providers.
• Purchase equipment, materials, and supplies needed by our team.
• Maintain organized administrative records, documents, and operational systems.
• Support day-to-day administrative needs of the executive and research teams.

Business Development & Partnership Support

• Support our business development team in building and maintaining relationships with prospects, partners, and existing clients.
• Coordinate introductory calls, follow-up meetings, and partner communications.
• Track business development activities and ensure agreed next steps are completed.
• Assist with preparing, organizing, and coordinating proposals, agreements, and other commercial documents.
• Help ensure prospects and partners receive prompt, professional, and thoughtful service.

Who We're Looking For

You're someone who genuinely enjoys helping people and naturally takes responsibility for making things happen.

You have proven experience and confidence in:

• Excellent communication: Communicating clearly, warmly, professionally, and proactively with clients, executives, and team members.
• Outstanding planning and organization: Managing multiple projects, deadlines, people, and priorities without losing track of important details.
• True passion for serving others: Finding satisfaction in helping clients, colleagues, and executives succeed.
• Operational leadership: Coordinating people, setting expectations, resolving obstacles, and ensuring work is completed correctly and on time.
• Relationship management: Understanding people, demonstrating empathy, handling difficult conversations, and resolving interpersonal challenges constructively.
• Problem-solving: Taking initiative, making sound decisions, and finding practical solutions under pressure.
• Business administration: Managing documentation, scheduling, invoicing, vendors, procurement, and other operational responsibilities.
• Digital communication: Being highly comfortable with frequent, real-time communication through instant messaging, calls, email, and video meetings.

Communication & Availability

This role requires someone who enjoys working in a highly collaborative, responsive, and fast-moving environment.

You must be fully comfortable using instant messaging and calls as primary communication tools and maintaining strong availability throughout agreed working hours to assist the executive, research, and business development teams.

Occasional flexibility outside regular working hours may be required to support time-sensitive activities, with appropriate scheduling and arrangements.

What Success Looks Like

• Our clients are delighted with Zentrela's professionalism, responsiveness, and service.
• Our research team feels supported, connected, and well-organized.
• Research projects are executed efficiently, with clear accountability and minimal avoidable delays.
• Operational and administrative activities are completed accurately and on time.
• Invoices are sent promptly, client payments are followed up, and procurement activities move smoothly.
• Our executives spend less time managing administrative tasks, chasing updates, and resolving routine operational issues.
• Our business development team receives reliable support to build and strengthen commercial relationships.

Above all: we're looking for someone who combines excellent communication, exceptional planning and organizational skills, dependable responsiveness, and a genuine passion for helping people.