Client Success Operations Manager

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    "requisitionDescription": "<div><p><strong>POSITION PURPOSE</strong></p><p data-pasted=\"true\">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.</p><p>This role does not directly manage a portfolio of accounts but influences Client interactions by driving program &amp; 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.</p><p><strong>ACCOUNTABILITIES &amp; PERFORMANCE EXPECTATIONS</strong></p><p data-pasted=\"true\">Data &amp; Insights</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 6px;\">Create, maintain, and optimize dashboards, views, and reports (e.g., CS Scorecard) to track Client health, team performance, and organizational impact.</li><li style=\"margin-left: 6px;\">Provide analytics support for CSAT, capacity planning, renewal forecasting, and utilization.</li><li style=\"margin-left: 6px;\">Translate data into actionable insights, enabling Client Success leaders to make proactive, informed decisions.</li></ul><p>Process &amp; Enablement</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 6px;\">Design, document, and launch scalable processes, workflows, and automations to improve efficiency and ensure consistent Client experience across Engagement Solution Lines, as applicable.</li><li style=\"margin-left: 6px;\">Analyze and recommend improvements to operational practices, ensuring alignment to Client Success and company objectives.</li><li style=\"margin-left: 6px;\">Manage internal collateral and Client-facing program assets, as applicable.</li></ul><p>Systems &amp; Tools</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 6px;\">Serve as administrator and power user for Client Success platforms (Totango, Zendesk, Loop, Pendo, Workfront, Salesforce, Zapier etc.).</li><li style=\"margin-left: 6px;\">Build and operationalize the Client journey map across systems, automating touchpoints wherever possible.</li><li style=\"margin-left: 6px;\">Partner with cross-functional stakeholders (Sales, Solution Line, Product, Delivery) to define requirements and implement solutions.</li><li style=\"margin-left: 6px;\">Ensure data integrity and system hygiene across CRM, CS platforms, and supporting tools.</li></ul><p>Community &amp; Communication</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 6px;\">Manage Client-facing communications (platform updates, in-app notifications).</li><li style=\"margin-left: 6px;\">Coordinate automated reporting, partner webinars, and other Client engagement programs, as applicable.</li><li style=\"margin-left: 6px;\">Support the development and implementation of engagement strategies and initiatives.</li></ul><p>Cross-Functional Collaboration</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 6px;\">Partner with Sales, Solution Lines, Delivery, Finance, and Product to ensure a seamless Client lifecycle and consistent reporting.</li><li style=\"margin-left: 6px;\">Function as a connector between operational analytics and frontline Client Success execution.</li></ul><p><strong>POSITION REQUIREMENTS</strong></p><p data-pasted=\"true\">Qualifications</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 6px;\">Bachelor&rsquo;s degree in business, Analytics, Communications, or related field required.</li><li style=\"margin-left: 6px;\">3+ years of Client-facing experience (Account Management, Client Success, Employee Engagement, or related).</li><li style=\"margin-left: 6px;\">Strong problem-solving, analytical, and strategic thinking skills; able to connect data to business outcomes.</li><li style=\"margin-left: 6px;\">Experience with Client Success platforms (Totango, ChurnZero, Gainsight, Vitally, etc.) and CRM systems (HubSpot or Salesforce).</li><li style=\"margin-left: 6px;\">Proficiency in Excel/Google Sheets and BI tools (Tableau, Power BI, or similar).</li><li style=\"margin-left: 6px;\">Experience with Client segmentation and health/revenue tracking.</li><li style=\"margin-left: 6px;\">Strong communication skills&mdash;able to present data, insights, and recommendations to leadership and large groups.</li><li style=\"margin-left: 6px;\">Highly organized, detail-oriented, with demonstrated project management experience.</li><li style=\"margin-left: 6px;\">Comfortable working in a SaaS or professional services environment.</li></ul><p>Success Profile</p><ul style=\"list-style-type: disc;\"><li style=\"margin-left: 6px;\">Client-Centric Mindset: Views data, systems, and processes as tools to create better Client outcomes.</li><li style=\"margin-left: 6px;\">Operational Excellence: Builds scalable, repeatable, and efficient processes that drive consistency.</li><li style=\"margin-left: 6px;\">Tech &amp; Data Savvy: Fluent in CS tools, automation, and data visualization; able to &ldquo;tell the story&rdquo; with data.</li><li style=\"margin-left: 6px;\">Collaborative Spirit: Strong cross-functional partner, able to influence without direct authority.</li><li style=\"margin-left: 6px;\">Continuous Improvement: Proactively identifies gaps and designs solutions to uplevel team performance.</li><li style=\"margin-left: 6px;\">Adaptable: Thrives in a fast-paced, evolving business environment.</li></ul></div>\n",
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