Overview
Senior Client Success & Operations Specialist Jobs in Amman, Jordan at Virtustaff
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.
Title: Senior Client Success & Operations Specialist
Company: Virtustaff
Location: Amman, Jordan
