AI-Forward Client Services Operations Senior Analyst

Cvent; Tysons (VA); On-site; USD 55,000 - 80,000; Full time

Job summary

Cvent, a leading meetings, events, and hospitality technology provider, is seeking a strategic and AI-forward Client Services Operations Senior Analyst 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 CS processes, tech stack and the AI-powered workflows layered on top of it.

Qualifications

• 5+ years of experience in Client Services Operations, client services, or related function in B2B SaaS.
• Strong understanding of customer experience, operational workflows, health-scoring, and project management.
• Hands-on experience with AI-powered workflows and automations that reduce manual effort.
• Proficiency with Jira, Smartsheet, CRM/CSM platforms (Salesforce, Gainsight) and automation.
• Excellent written communication and ability to present data and insights to leadership.

Responsibilities

• Lead end-to-end CS operations programs, aligning with goals, timelines, and budgets.
• Design, test, and roll out AI workflows within CS tools and processes.
• Identify opportunities to enhance the client journey and automate interventions.
• Collaborate with Sales, Product, Marketing, Support, Analytics, and Leadership.
• Define KPIs, build dashboards, and report on retention, expansion, NRR, CSAT, and AI adoption.
• Design scalable processes and automation to reduce manual work and raise service quality.
• Coordinate communication between executives, sponsors, and teams throughout the program.

Skills

Program management

AI workflows

Client experience

Cross-functional collaboration

Jira

Smartsheet

Salesforce

Gainsight

Data storytelling

Tools

Jira

Smartsheet

Salesforce

Gainsight

Job description

Cvent, a leading meetings, events, and hospitality technology provider, is seeking a strategic and AI-forward Client Services Operations Senior Analyst 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 CS processes, tech stack and the AI-powered workflows layered on top of it.