[Hiring] Client Services Operations Senior Analyst @Cvent

Role Description

We are seeking a strategic and AI-forward Client Services Operations Senior Associate to design, run, and continuously optimize the programs, systems, and workflows that power a scalable Client Services organization. This role blends classic program management and operational excellence with hands-on ownership of the CS processes, tech stack and the AI-powered workflows layered on top of it. You will sit at the center of how CS operates, scales, and innovates, shaping how CSMs, leadership, and cross-functional partners work every day across the customer lifecycle.

In This Role, You Will:

• 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.

Qualifications

• 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. Awareness of AI tools alone is not sufficient.
• 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.

Requirements

• This job posting is intended to comply with all applicable laws.
• We are not able to offer sponsorship for this position.

Benefits

• The estimated base salary range for new hires into this role is $55,000 - $80,000 annually + bonus depending on factors such as job-related knowledge, relevant experience, and location.
• We also offer a competitive benefits package, details of which can be found here.