• Serve as the main point of contact for active clients, ensuring exceptional service and timely communication. • Deliver important updates such as Diver transitions (resignations, maternity/extended leaves, replacements). • Respond promptly to client questions about billing, leave balances, or other operational matters. • Manage sensitive communications with professionalism, empathy, and clarity. • Oversee billing-related activities, including tracking payments, resolving failed invoices, and coordinating with Accounts Receivable (AR). • Follow up on overdue AR and collaborate with Finance to resolve discrepancies, refunds, and concessions. • Calculate fees for cancellations and oversee pause or cancellation processes across HubSpot, CCorP, and billing systems. • Coordinate with Legal for client contracts, NDAs, acquisitions, or policy reviews. • Scope and document client requests for role or scope changes; coordinate replacement matching when needed. • Handle client requests for bonuses, gifts, and equipment — liaising with Procurement, HR, and AR for seamless execution. • Support expansion and upsell opportunities by identifying where Oceans can deliver additional value. • Field and follow up on warm referrals from existing clients. • Maintain accurate records across HubSpot, Workable, and GSuite. • Communicate and collaborate via Slack for rapid cross-team coordination. • Identify recurring client issues and propose improvements to systems, workflows, and communication processes.