AI-Driven Client Services Operations Senior Analyst

Splash; Tysons (VA); Hybrid; USD 55,000 - 80,000; Full time

Benefits offered by this job

Bonus

Benefits package

Job summary

Cvent's Client Services Operations team is seeking a strategic, AI-forward Senior Associate to design, run, and continuously optimize programs, systems, and workflows that power a scalable CS organization. You will own CS processes, tech stack, and AI-powered workflows, partnering with Sales, Product, Marketing, Support, Analytics, and leadership to drive a data-connected customer journey across lifecycle.

If you thrive in a fast-paced, data-driven environment and love building repeatable

Qualifications

• 5+ years of experience in Client Services Operations or similar in B2B SaaS.
• Strong understanding of customer experience principles and operational workflows.
• Hands-on experience with AI-powered workflows and automation that reduce human effort.
• Proficiency with Jira, Smartsheet and CRM/CSM platforms including configuration and automation.
• Excellent written communication, organizational and interpersonal skills.
• Systems-thinking mindset focused on process mapping and scalable automation.
• Awareness of data privacy and governance in enterprise software.

Responsibilities

• Lead end-to-end delivery of CS operations initiatives and programs across waterfall and agile workstreams.
• Build and rollout AI workflows within CS tools and drive adoption.
• Identify opportunities to enhance client journeys and automate touchpoints.
• Partner with Sales, Product, Marketing, Support, Analytics, Data Warehouse, and CS Leaders.
• Define KPIs, build dashboards, and report on retention, expansion, and CSAT metrics.
• Design scalable processes and automation to reduce manual work.
• Serve as liaison between executives, sponsors, and teams throughout the program lifecycle.

Skills

CS Operations

Program Management

AI Workflows

CRM / CS Tools

Data Visualization

Stakeholder Communication

Tools

Jira

Smartsheet

Salesforce

Gainsight

Job description

Cvent's Client Services Operations team is seeking a strategic, AI-forward Senior Associate to design, run, and continuously optimize programs, systems, and workflows that power a scalable CS organization. You will own CS processes, tech stack, and AI-powered workflows, partnering with Sales, Product, Marketing, Support, Analytics, and leadership to drive a data-connected customer journey across lifecycle.

If you thrive in a fast-paced, data-driven environment and love building repeatable