Client Success Operations Manager

About ITA Group and Role Purpose

ITA Group specializes in creating memorable events and engagement experiences for top global brands. Currently, the company seeks a Client Success Operations Analyst to join their team. This role is responsible for owning the data-driven strategies and operational frameworks that empower the Client Success team to deliver scalable value to clients. While not directly managing client accounts, the position influences client engagements by driving utilization of programs and platforms, enhancing satisfaction, and ensuring a consistent experience across client segments and lifecycle stages.

Key Responsibilities

• Develop, maintain, and enhance dashboards and reports (like the CS Scorecard) that monitor client health, team performance, and overall organizational impact.
• Provide analytical support for customer satisfaction surveys, capacity planning, forecasting renewals, and resource utilization.
• Convert data into practical insights to help Client Success leaders make proactive and informed decisions.
• Create and implement scalable workflows, processes, and automations to boost operational efficiency and maintain consistency in client experiences across various solution lines.
• Review and recommend operational improvements that align with Client Success and broader company goals.
• Manage internal collateral and client-facing program materials as needed.
• Act as administrator and expert user for Client Success platforms such as Totango, Zendesk, Loop, Pendo, Workfront, Salesforce, and Zapier.
• Construct and operationalize client journey maps across systems, automating interaction points where feasible.
• Collaborate with cross-functional teams including Sales, Product, Delivery, and Solution Lines to define requirements and implement systems solutions.
• Maintain data quality and system integrity across CRM, client success platforms, and other support tools.
• Handle client communications such as platform updates and in-app notifications.
• Coordinate automated reporting, client webinars, and additional engagement initiatives as applicable.
• Support the development and execution of client engagement strategies and initiatives.
• Partner closely with Sales, Delivery, Finance, Product, and Solution Lines teams to ensure smooth client lifecycle management and consistent performance reporting.
• Bridge the gap between operational analytics insights and frontline Client Success activities.

Qualifications and Skills

• Bachelor’s degree in business, analytics, communications, or a related discipline is mandatory.
• Minimum of three years of client-facing experience in roles such as Account Management, Client Success, or Employee Engagement.
• Demonstrated ability in problem-solving, analytical thinking, and strategic planning with a focus on linking data to business results.
• Hands-on experience with Client Success tools (e.g., Totango, ChurnZero, Gainsight, Vitally) along with CRM platforms like HubSpot or Salesforce.
• Advanced proficiency in spreadsheet tools (Excel or Google Sheets) and BI software such as Tableau or Power BI.
• Expertise in client segmentation and tracking of client health and revenue metrics.
• Excellent communication skills suitable for presenting data, insights, and recommendations effectively to leadership and larger groups.
• Strong organizational skills and detail orientation, including proven project management capabilities.
• Comfortable working within SaaS or professional services environments.

Success Attributes

• Client-Centered Approach: Uses data, systems, and processes as enablers to enhance client outcomes.
• Operational Mastery: Develops scalable and efficient procedures that ensure consistency across teams.
• Technology and Data Expertise: Adept with Client Success software, automation, and crafting data narratives.
• Collaborative Nature: Effective at cross-team partnerships and influencing outcomes without direct authority.
• Commitment to Continuous Improvement: Proactively identifies operational gaps and builds solutions that enhance team performance.
• Adaptability: Excels in fast-moving, changing business settings.

Equal Opportunity

ITA Group embraces diversity and offers reasonable accommodations in accordance with the ADA.