Client Operations Associate

The Client Operations Associate serves as both the client advocate and execution specialist for our Premium & All Access clients (service-tier), ensuring consistent, high-quality deliverables, while maintaining a strategic view of each client's fundraising progress. This role requires meticulous attention to detail, excellent project management skills, and the ability to synthesize information from multiple sources to support client success. The Client Operations Associate must also balance Pro client activation (Pro is our self-serve SaaS tier) with their Premium & All Access responsibilities. The latter will be their primary focus, and consume 90% of their time.

You will be responsible for producing and delivering key fundraising collateral, monitoring investor pipeline health, providing actionable guidance to clients, and ensuring nothing falls through the cracks. Success in this role requires a proactive mindset, strong communication skills, and the ability to prioritize effectively in a fast-paced environment. Given this is a client-facing role, you'll need to balance relationship management with rigorous execution standards to uphold our commitment to under-promise and over-deliver.

What You'll Do
Client Servicing Projects - 50%
Own all deliverables for our Premium & All Access customers listed below. We have documented SOPs for each of the following deliverables, but it will be critical to manually check every output before sending to a client to ensure we maintain our very high quality standards
It’s also mandatory to track everything you do for a client, including how much time it takes, in our dedicated Notion “Work Database”
Common Deliverables (not exhaustive)
Outreach sequence creation
Use our template, AI prompts, and client-provided company materials to create outreach sequences for their fundraising outreach
Investor briefs
Work with the Data Operations Specialist to complete all investor briefs at least 3 days prior to the call
We have documented the process that produces a high-quality investor brief (background on the fund and investor a company is speaking with). The task involves identifying a brief is needed, following the process to synthesize the data collected by the Data Operations Specialist, dUpgrade to see actual info what information is most relevant to our client, formatting it according to our Investor Brief Template, adding the brief to the client’s CRM, and notifying them that the brief(s) are available
Valuation benchmarking
Pull reports from common data sources quarterly and add to our Google Drive
Use the Valuation template and SOP to research direct comps as well as market benchmarks, adding them to the relevant place in the valuation template
Create the valuation reports for clients in coordination with CEO who runs the dilution modelling for the client
Investor call FAQs
Use call transcripts and our Python scripts to perform an additional analysis to pull frequently asked questions into a dedicated spreadsheet
Manually check the AI recommendations to ensure we’re maintaining a high quality of call feedback
Investor updates
Use our template, AI prompts, and client-provided company materials to write monthly or quarterly investor updates for our clients
Communicate with the client to retrieve any additional materials or information needed to complete the update while still taking the writing fully off their plate

Ongoing Pipeline & Task Management - 40%
This is an essential “hygiene” function that ensures our All Access clients know exactly what to focus on when it comes to their existing pipeline without having to dedicate mind space to it
The goal is to give them all of the context they need to complete the top priority actions daily and to ensure they stay on track with the fundraise
Review the in-app “Meetings” tab for each client to check that we have transcripts for all virtual meetings held this week (in-person meetings & calls won’t have transcripts)
Take note of missing transcripts, as well as “calendar density” (how many meetings have been held last week, this week and next week)
Review the in-app “Investor Pipeline” tab for each client to take stock of everyone in the pipeline who the client has had at least one call with and those where the call still needs to be booked
Identify pending tasks, investors in the same stage for a long time, meetings that still need to be booked, etc.
Send a slack message to each client in our shared channel 2x per week (Monday am and Wednesday pm):
Who to follow up with to book a 1st call
What tasks are owed to investors who are post-1st call, listed by order of priority
Order tasks by priority and link to relevant URLs so they can see all the info in Flowlie
Pro Onboarding (10%)
Schedule and hold all Pro onboarding calls to demo Flowlie to Pro clients and ensure they’re set up for success

What Success Looks Like (KPIs)
Client Deliverable Quality & Timeliness - 500% manual verification of all deliverables before client handoff and maintenance of our high quality standards
Less than 5% of deliverables delivered late - with proper expectation setting and proactive timeline management
Consistent delivery of deliverables such as investor briefs at least 3 days prior to scheduled calls
100% of client deliverables tracked

Ongoing Pipeline & Task Management - 40%
Twice-weekly pipeline status updates delivered to all All Access clients (Monday AM/Wednesday PM) with clear action items and prioritization
Consistent identification and flagging of stalled pipeline opportunities and overdue investor tasks
Complete transcript processing and meeting documentation for all virtual client meetings
100% of Premium & All Access clients active in Flowlie on a weekly basis
50%+ active as Daily Active Users (DAUs)

Pro Onboarding Effectiveness - 100% completion rate of Pro onboarding calls with demonstration of Flowlie platform
75%+ of clients engaged as Weekly Active Users (WAUs)
50% week 4 retention rate
30% week 12 retention rate
Meeting established timelines for Pro client setup and onboarding
Systems & Frameworks
We value candidates who demonstrate a strong desire to learn and want to get up to speed fast. Previous experience in most of the following is desired but not necessary:
Google Workspace
Notion
Airtable
Calendly
Slack
LinkedIn
Claude and other AI tools

Culture Fit
We are a tight group of exceptional individuals, with high drive and ambition to fulfill the company’s vision. As a member of the team, you have the following qualities:
High willingness to learn and solve new challenges, regardless of how hard they are
Relentlessly positive attitude, regardless of any setbacks
Excited about the product & long-term vision
Take full responsibility and ownership over their work, no excuses
Consistently deliver quality work
Lead by example

How we Flow
Our eight core pillars are:
Determined, hardworking, and curious people
A quality mindset and an eye for details
Open, honest, and sincere communication
A bias towards action, making everyday count
A clear focus on delighting our customers
Clear thinking, writing, speaking, and building
A respectful, supportive, and enjoyable work culture
A bold vision of the future, macro-level patience

Location & Sponsorship
For a remote hire, we are looking for an individual based anywhere in the world who can work hours covering 6 AM EST to 3 PM EST. Advanced English proficiency (C1 or higher) is mandatory.

Interested applicants may send their applications here: Upgrade to see actual info