Client Success Operations Analyst

POSITION PURPOSE

The Client Success Operations Analyst owns the data-driven methodology and operational framework that enables the Client Success organization to create value for Clients at scale. By leveraging purpose-built tools, technology, and processes across Engagement Solution lines, the Analyst ensures a personalized Client experience regardless of segment or lifecycle stage.

This role does not directly manage a portfolio of accounts but influences Client interactions by driving program & platform(s) adoption, engagement, and satisfaction. The Analyst manages the operational aspects of the Client Success function, equipping the team with insights that increase effectiveness, efficiency, and impact.

ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS

Data & Insights

• Create, maintain, and optimize dashboards, views, and reports (e.g., CS Scorecard) to track Client health, team performance, and organizational impact.
• Provide analytics support for CSAT, capacity planning, renewal forecasting, and utilization.
• Translate data into actionable insights, enabling Client Success leaders to make proactive, informed decisions.

Process & Enablement

• Design, document, and launch scalable processes, workflows, and automations to improve efficiency and ensure consistent Client experience across Engagement Solution Lines, as applicable.
• Analyze and recommend improvements to operational practices, ensuring alignment to Client Success and company objectives.
• Manage internal collateral and Client-facing program assets, as applicable.

Systems & Tools

• Serve as administrator and power user for Client Success platforms (Totango, Zendesk, Loop, Pendo, Workfront, Salesforce, Zapier etc.).
• Build and operationalize the Client journey map across systems, automating touchpoints wherever possible.
• Partner with cross-functional stakeholders (Sales, Solution Line, Product, Delivery) to define requirements and implement solutions.
• Ensure data integrity and system hygiene across CRM, CS platforms, and supporting tools.

Community & Communication

• Manage Client-facing communications (platform updates, in-app notifications).
• Coordinate automated reporting, partner webinars, and other Client engagement programs, as applicable.
• Support the development and implementation of engagement strategies and initiatives.

Cross-Functional Collaboration

• Partner with Sales, Solution Lines, Delivery, Finance, and Product to ensure a seamless Client lifecycle and consistent reporting.
• Function as a connector between operational analytics and frontline Client Success execution.

POSITION REQUIREMENTS

Qualifications

• Label: Bachelor's degree in business, Analytics, Communications, or related field required.
• Label: 3+ years of Client-facing experience (Account Management, Client Success, Employee Engagement, or related).
• Label: Strong problem-solving, analytical, and strategic thinking skills; able to connect data to business outcomes.
• Label: Experience with Client Success platforms (Totango, ChurnZero, Gainsight, Vitally, etc.) and CRM systems (HubSpot or Salesforce).
• Label: Proficiency in Excel/Google Sheets and BI tools (Tableau, Power BI, or similar).
• Label: Experience with Client segmentation and health/revenue tracking.
• Label: Strong communication skills-able to present data, insights, and recommendations to leadership and large groups.
• Label: Highly organized, detail-oriented, with demonstrated project management experience.
• Label: Comfortable working in a SaaS or professional services environment.

Success Profile

• Label: Client-Centric Mindset: Views data, systems, and processes as tools to create better Client outcomes.
• Label: Operational Excellence: Builds scalable, repeatable, and efficient processes that drive consistency.
• Label: Tech & Data Savvy: Fluent in CS tools, automation, and data visualization; able to "tell the story" with data.
• Label: Collaborative Spirit: Strong cross-functional partner, able to influence without direct authority.
• Label: Continuous Improvement: Proactively identifies gaps and designs solutions to uplevel team performance.
• Label: Adaptable: Thrives in a fast-paced, evolving business environment.

Skills:

Analysis Skills, Automation, Business Intelligence Software, Business Operations, Capacity Management, Communication Skills, Continuous Improvement, Cross-Functional, Customer Experience, Customer Relations, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer/Client Research, Data Quality, Data Visualization, Design Document, Detail Oriented, Finance, Financial Analysis, Forecasting, Leadership, Marketing/Sales Collateral, Operational Audit, Operational Improvement, Operations Management, Organizational Skills, Partner Sales, Power BI, Presentation/Verbal Skills, Problem Solving Skills, Professional Services, Project/Program Management, Reporting Dashboards, Requirements Management, Sales Management, Salesforce.com, Scalable System Development, Scorecarding, Software as a Service (SaaS), Solution Sales, Tableau, Team Player, Webinar, ZenDesk

About the Company:

ITA Group