Note: The job is a remote job and is open to candidates in USA. Cvent is hiring a Client Services Operations Senior Analyst to design, run, and continuously optimize programs, systems, and workflows for a scalable Client Services organization. The role leads CS operations initiatives, enables AI-powered workflows, improves the client experience, and tracks performance across the customer lifecycle.
Responsibilities
- Program Management: Lead the end-to-end delivery of CS operations initiatives and programs, ensuring alignment with business goals, timelines, and budgets across both waterfall and agile workstreams
- AI Strategy & Enablement: Build and partner on the activation, configuration, testing, and rollout of AI workflows as they are enabled within existing CS tools (not just the toggle, but the full setup and adoption)
- Client Experience Optimization: Identify opportunities to enhance the client journey by improving processes, tools, touchpoints, and automated interventions across the customer lifecycle
- Cross-functional Collaboration: Partner with Sales, Product, Marketing, Support, Analytics, Data Warehouse, and Senior CS Leaders to ensure a seamless, consistent, and data-connected client experience
- Performance Tracking & Reporting: Define KPIs, build master dashboards, and report on retention, expansion, NRR, CSAT, CSM productivity, and AI adoption/deflection metrics. Communicate progress and insights to internal stakeholders and executives
- Process Improvement & Automation: Design and implement scalable processes and automation strategies, eliminating manual work through light automation even before formal AI agent deployment, to increase efficiency and service quality
- Stakeholder Communication: Serve as the liaison between executive sponsors, stakeholders, and departmental teams, managing expectations and ensuring transparency throughout the program lifecycle
Skills
- 3-5 years of experience in Client Services Operations, client services, program management, or a closely related function in B2B SaaS
- Strong understanding of customer experience principles, operational workflows, health-scoring, and project management methodologies (Agile, Waterfall, etc.)
- Hands-on experience with AI-powered workflows and automations (using tools such as Claude, GPT, or comparable) that reduced measurable human effort in a business context
- Proficiency in project management tools (e.g., Jira, Smartsheet) and CRM/CSM platforms (e.g., Salesforce, Gainsight), including configuration and automation
- Exceptional written communication, organizational, and interpersonal skills, with the ability to write and refine agent copy, playbooks, and documentation, and to present data and insights to leadership
- A systems-thinking mindset focused on process mapping, workflow optimization, and building scalable, automated solutions, with comfort operating amid ambiguity and shifting priorities
- Awareness of data privacy and governance considerations in enterprise software, particularly around customer data handling in AI workflows
- We are not able to offer sponsorship for this position
Benefits
- Bonus
Company Overview