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

Overview:

Our Culture and Impact

Cvent is a leading meetings, events, and hospitality technology provider with more than 6,000+ employees and 24,000+ customers worldwide, including 60% of the Fortune 500. Founded in 1999, Cvent delivers a comprehensive event marketing and management platform for marketers and event professionals and offers software solutions to hotels, special event venues and destinations to help them grow their group/MICE and corporate travel business. Our technology brings millions of people together at events around the world. In short, we're transforming the meetings and events industry through innovative technology that powers the human connection.

Cvent's strength lies in its people, fostering a culture where everyone is encouraged to think like entrepreneurs, taking risks and making decisions confidently. We value diverse perspectives and celebrate differences, working together with colleagues and clients to build strong connections.

AI at Cvent: Leading the Future

Are you ready to shape the future of work at the intersection of human expertise and AI innovation? At Cvent, we're committed to continuous learning and adaptation—AI isn't just a tool for us, it's part of our DNA. We're looking for candidates who are eager to evolve alongside technology. If you love to experiment boldly, share your discoveries, and help define best practices for AI-augmented work, you'll thrive here. Our team values professionals who thoughtfully integrate AI into their daily work, delivering exceptional results while relying on the human judgment and creativity that drive real innovation.

Throughout our interview process, you'll have the chance to demonstrate how you use AI to learn, iterate, and amplify your impact. If you're excited to be part of a team that's leading the way in AI-powered collaboration, we'd love to meet you.

About the Role

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.

Here's What You Need:

• 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.

This job posting is intended to comply with all applicable laws. If we learn during the course of our recruitment process that, due to an applicant’s location, further information about the position is required, including certain salary information, this information in this posting will be supplemented accordingly.

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.

Physical Demands

We are not able to offer sponsorship for this position.