Tom Reynolds

Active Operator

Client Success & Operations Coordinator

Client operations maestro responsible for rapid workspace provisioning, continuous telemetry monitoring, and proactive sentiment resolution.

Core Accountability Mandate

"Deliver <24h workspace provisioning SLA, >95% client annual retention, and zero unaddressed health anomalies."

Operational Quality91%Defect-free rate

Weekly Commitment40 hrsCap: 40 hrs / wk

Owned Processes2 CorePrimary single owner

Active Steps Executed8 StepsAcross 2 workflows

Direct Accountability

Processes Owned by Tom

71% Health

Deliver time-to-first-value within 7 days while establishing communication cadences and data access.

Lead Time: 8 days

81% Health

Ensure >95% client retention and uncover expansion opportunities through automated health signals.

Lead Time: Ongoing

Execution Responsibilities

Process	Step	Step Name	Role in Step	Standard Time	Action
Client Onboarding	#1	Automated Workspace Provisioning	Operator	5 min touch	Inspect Flow →
Client Onboarding	#2	Operational Baseline Questionnaire	Coordinator	15 min touch	Inspect Flow →
Client Onboarding	#4	Kickoff Strategy & Alignment Call	Facilitator	60 min touch	Inspect Flow →
Client Onboarding	#5	Onboarding Health Review & Signoff	Process Owner	20 min touch	Inspect Flow →
Value Creation	#4	SOP Documentation & Training Video	Creator	30 min touch	Inspect Flow →
Client Health	#1	Automated Health Telemetry Ingestion	Monitor	5 min touch	Inspect Flow →
Client Health	#2	AI Sentiment & Anomaly Detection	Investigator	5 min touch	Inspect Flow →
Client Health	#3	Monthly Value & ROI Review	Process Owner	45 min touch	Inspect Flow →

✓ Client Relationship Ops✓ Telemetry Analysis✓ SOP Video Authoring✓ Churn Prevention✓ NPS Calibration

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