Client Success Operations Analyst

About the role

ITA Group develops memorable events and engagement experiences for many leading brands worldwide and is hiring a Client Success Operations Analyst to support its team in the Atlanta Metropolitan Area.

This position is focused on building the data and operational backbone that helps the Client Success organization deliver value to clients at scale. Using dedicated tools, technology, and repeatable processes across engagement solution lines, the role supports a more personalized experience at every stage of the client lifecycle.

The role does not own an account portfolio directly. Instead, it shapes client interactions by improving adoption of programs and platforms, strengthening engagement, and supporting satisfaction. It also handles the operational side of Client Success by giving the team insights that improve effectiveness, efficiency, and overall impact.

Key responsibilities

• Develop, update, and refine dashboards, reporting views, and scorecards to monitor client health, team output, and overall business impact.
• Support analysis for CSAT, capacity planning, renewal predictions, and utilization metrics.
• Turn raw data into practical recommendations that help Client Success leaders make timely, informed decisions.
• Create, document, and roll out scalable workflows, processes, and automations that improve efficiency and deliver a consistent client experience across engagement solution lines where relevant.
• Review existing operating practices and propose improvements that align with Client Success goals and company objectives.
• Manage internal materials and client-facing program assets as needed.
• Act as the administrator and advanced user for Client Success platforms and related systems.
• Build and operationalize the client journey across connected systems, automating touchpoints wherever possible.
• Work with Sales, Solution Line, Product, and Delivery teams to define requirements and implement solutions.
• Maintain strong data quality and system cleanliness across CRM, Client Success tools, and other supporting applications.
• Handle client communications such as platform updates and in-app notifications.
• Coordinate automated reporting, partner webinars, and other client engagement initiatives when applicable.
• Support the creation and execution of engagement strategies and programs.
• Partner with Sales, Solution Lines, Delivery, Finance, and Product teams to support a smooth client lifecycle and consistent reporting.
• Serve as the link between operational analytics and frontline Client Success execution.

Requirements

• A bachelor’s degree in Business, Analytics, Communications, or a closely related discipline is required.
• At least 3 years of experience in a client-facing role such as Account Management, Client Success, Employee Engagement, or a similar function.
• Strong analytical, strategic, and problem-solving abilities with the capacity to connect data to business outcomes.
• Hands-on experience with Client Success platforms such as Totango, ChurnZero, Gainsight, or Vitally, along with CRM tools like HubSpot or Salesforce.
• Working knowledge of Excel or Google Sheets and BI platforms such as Tableau or Power BI.
• Experience tracking client segmentation and monitoring health or revenue metrics.
• Excellent communication skills, including the ability to present insights and recommendations to leadership and large audiences.
• Strong organizational skills, attention to detail, and proven project management experience.
• Comfort working in a SaaS or professional services environment.
• A client-first mindset that treats data, systems, and processes as tools for better customer outcomes.
• Ability to build scalable, repeatable, and efficient processes.
• Comfort with CS tools, automation, and data visualization, and the ability to explain insights clearly with data.
• Strong cross-functional collaboration skills and the ability to influence without direct authority.
• A continuous-improvement mindset with the ability to identify gaps and design solutions.
• Adaptability in a fast-moving and changing business environment.

Equal opportunity notice

ITA Group is an equal opportunity employer and provides reasonable accommodations in line with the ADA.