ITA Group creates unforgettable events and engagement experiences for some of the world’s leading brands. We’re looking for a Client Success Operations Analyst to join our team.
POSITION PURPOSE
The Client Success Operations Analyst owns the data-driven methodology and operational framework that enables the Client Success organization to create value for Clients at scale. By leveraging purpose-built tools, technology, and processes across Engagement Solution lines, the Analyst ensures a personalized Client experience regardless of segment or lifecycle stage.
This role does not directly manage a portfolio of accounts but influences Client interactions by driving program & platform(s) adoption, engagement, and satisfaction. The Analyst manages the operational aspects of the Client Success function, equipping the team with insights that increase effectiveness, efficiency, and impact.
ACCOUNTABILITIES & PERFORMANCE EXPECTATIONS
Data & Insights
- Create, maintain, and optimize dashboards, views, and reports (e.g., CS Scorecard) to track Client health, team performance, and organizational impact.
- Provide analytics support for CSAT, capacity planning, renewal forecasting, and utilization.
- Translate data into actionable insights, enabling Client Success leaders to make proactive, informed decisions.
Process & Enablement
- Design, document, and launch scalable processes, workflows, and automations to improve efficiency and ensure consistent Client experience across Engagement Solution Lines, as applicable.
- Analyze and recommend improvements to operational practices, ensuring alignment to Client Success and company objectives.
- Manage internal collateral and Client-facing program assets, as applicable.
Systems & Tools
- Serve as administrator and power user for Client Success platforms (Totango, Zendesk, Loop, Pendo, Workfront, Salesforce, Zapier etc.).
- Build and operationalize the Client journey map across systems, automating touchpoints wherever possible.
- Partner with cross-functional stakeholders (Sales, Solution Line, Product, Delivery) to define requirements and implement solutions.
- Ensure data integrity and system hygiene across CRM, CS platforms, and supporting tools.
Community & Communication
- Manage Client-facing communications (platform updates, in-app notifications).
- Coordinate automated reporting, partner webinars, and other Client engagement programs, as applicable.
- Support the development and implementation of engagement stra