Client Success Operations Associate

Massive Bio; Virginia (MN); On-site; USD 45,000 - 65,000; Full time

Job summary

Massive Bio is seeking a Junior Associate Client Success Manager to support day-to-day client success activities by coordinating communications, meetings, and documentation. You will work closely with Client Success Managers and cross-functional teams to ensure client requests and actions are documented and tracked to completion.

The role emphasizes organization, responsiveness, and the ability to manage multiple priorities across clients and studies in a fast-paced environment, with

Qualifications

• Highly organized and detail-oriented.
• Responsive and able to manage multiple priorities.
• Strong written and verbal communication.

Responsibilities

• Support day-to-day client communications, including monitoring client correspondence, coordinating responses, and ensuring emails and requests receive timely follow-up.
• Coordinate client meetings, including scheduling, calendar management, attendee coordination, and distribution of meeting materials.
• Assist Client Success Managers with the preparation and organization of client-facing agendas, presentations, messaging, and other meeting materials.
• Attend client meetings and prepare comprehensive meeting minutes capturing key discussions, client feedback, questions, requests, decisions, commitments, and next steps.
• Distribute meeting minutes and relevant follow-up communications to appropriate client and internal stakeholders.
• Maintain action item and follow-up trackers, ensuring owners, deadlines, dependencies, and outstanding items are clearly documented and kept current.
• Proactively follow up with internal stakeholders regarding outstanding client requests, deliverables, and action items to support timely completion.
• Circulate relevant client feedback, decisions, requests, and updates to appropriate cross-functional teams.
• Translate client requests and feedback into clearly documented internal actions, owners, and deadlines, with guidance from the Client Success Manager.
• Track outstanding client dependencies and internal commitments through resolution and flag overdue, unresolved, or potentially escalating items to the Client Success Manager.
• Process, maintain, and update study site lists, ensuring site information, recruitment statuses, activation information, and other relevant details are accurately reflected in internal systems and supporting materials.
• Maintain organized and accurate client and study documentation, including communication records, meeting materials, trackers, site lists, and other relevant files.
• Assist with recurring client reporting and coordinate the collection of required information and updates from internal teams according to established timelines.
• Support Client Success Managers with preparation for client meetings by identifying outstanding action items, unresolved questions, upcoming deadlines, and items requiring client discussion or escalation.
• Help maintain consistent communication and coordination across Client Success and cross-functional teams to ensure client commitments and deliverables remain on track.

Job description

Massive Bio is seeking a Junior Associate Client Success Manager to support day-to-day client success activities by coordinating communications, meetings, and documentation. You will work closely with Client Success Managers and cross-functional teams to ensure client requests and actions are documented and tracked to completion.

The role emphasizes organization, responsiveness, and the ability to manage multiple priorities across clients and studies in a fast-paced environment, with