Client Operations Manager Needed

We are Willix AI, a growing AI-powered marketing agency based in Clovis, California. Please do not call our business, email our team directly, or book an appointment . I personally review applications and will reach out through Upwork if I believe you may be a good fit. A 2–3 minute video introduction in English is required. Applications without a video will not be considered. About Willix AI Willix AI is a rapidly growing digital marketing and AI automation agency currently serving approximately 30 clients, primarily in home services, construction, HVAC, plumbing, roofing, beauty, insurance, and other service-based industries. Our services include: * Website development using Lovable * SEO and AI Search Optimization (GEO) * Google Ads and Meta Ads * AI receptionists and conversational AI * Google Business Profile optimization * Google review automation * CRM automation and lead management through GoHighLevel We have dedicated fulfillment teams responsible for delivering these services. As we continue growing, we anticipate expanding our operations department with additional Client Account Managers, Onboarding Specialists, and Client Success team members. This is not a traditional virtual assistant position. We are looking for someone with agency experience, leadership potential, excellent communication skills, and the ability to manage multiple client accounts independently.

The Role

You will become the central point of communication between our clients, fulfillment teams, and agency owner. Our expectation is that you eventually understand our clients, their needs, and the day-to-day status of their accounts better than the agency owner does. The agency owner focuses primarily on sales, partnerships, and business growth. Your responsibility is to ensure our existing clients are taken care of, projects move forward, and the owner always knows what’s happening across the agency. You will not be responsible for performing SEO, building websites, or managing advertising campaigns. You will be responsible for ensuring our fulfillment teams have everything they need to complete their work successfully. Key Responsibilities 1. Client Account Ownership This is the most important responsibility of the position. You must develop a thorough understanding of every client account, including: * Who the client is and what their business does. * Which services they receive from Willix AI. * Their goals, expectations, and priorities. * What our fulfillment teams are currently working on. * Completed, pending, and overdue deliverables. * Outstanding client requests and required information. * Account performance and reporting updates. * Potential client concerns or retention risks. * Next steps for each account. The agency owner should be able to ask you about any client at any time, and you should be able to provide an accurate update. You will maintain account visibility through ClickUp and regular communication with our fulfillment teams. 2. New Client Onboarding You will lead the onboarding process after our sales team closes a new client.

Responsibilities

include: * Schedule and conduct client onboarding calls. * Walk clients through our onboarding questionnaire. * Collect business information, branding, services, service areas, FAQs, and other required materials. * Coordinate access to Google Business Profiles, Google Ads, Meta Business Manager, and other necessary platforms. * Guide clients through Google Business Profile verification when required. * Ensure all necessary information is collected before fulfillment begins. * Coordinate handoffs to the appropriate team members. * Monitor onboarding progress and follow up on outstanding items. You must be comfortable leading professional calls with US business owners. Account access must be granted through approved invitation and permission processes. We do not request client passwords. 3. Client Photos, Videos & Google Drive Our website, SEO, and advertising teams regularly need photos, videos, and other marketing materials from clients. We need someone who proactively follows up rather than waiting for clients to send information. 4. Fulfillment Team Coordination & Accountability We have dedicated teams responsible for: * Website development * SEO / GEO * Google Ads and Meta Ads * AI receptionists and automations * Google Business Profile optimization Each fulfillment team member is responsible for managing and updating their own assigned tasks in ClickUp. You are not expected to perform their work or update their tasks for them. Your responsibility is to: * Monitor project progress across client accounts. * Ensure team members are maintaining accurate ClickUp updates. * Identify overdue tasks and project blockers. * Follow up with the responsible team members. * Coordinate between clients and fulfillment teams. * Ensure completed work is communicated to clients. * Escalate unresolved issues when necessary. * Keep the agency owner informed of important developments. We want someone who can hold people accountable professionally without micromanaging. 5. Client Communication & Relationship Management You will serve as the primary point of contact for routine client communication.

Responsibilities

include: * Responding to client emails, calls, and messages. * Providing proactive project updates. * Coordinating client requests and changes. * Scheduling client meetings. * Managing the agency owner’s calendar. * Following up on outstanding approvals and required information. * Ensuring clients feel informed and supported. * Identifying potential dissatisfaction before it becomes a larger issue. You will communicate through a company-provided email address using your own name and title. Our clients should feel confident that someone is consistently looking after their accounts. 6. Client Reporting & Monthly Meetings Our fulfillment teams provide ongoing performance reports. You will: * Review reports prepared by our SEO, GEO, and paid advertising teams.