Client Operations Analyst

Role Overview:

The Client Lifecycle Operations Analyst owns the accuracy, performance, and continuous improvement of the client journey across pre-onboarding, onboarding, ongoing maintenance, and offboarding. Where the Specialist executes established processes, the Analyst measures how well those processes work, identifies the root causes of delays and errors, and leads the fixes that improve Deal Velocity and client retention.

The Analyst handles more complex client setups and escalations, builds lifecycle reporting for leadership, and serves as a subject-matter resource for Client Lifecycle Operations Specialists.

Key Responsibilities:

Pre-Onboarding:

• Review incoming deals for completeness and readiness, flagging missing requirements before handoff from Sales.
• Translate client requirements into documented setup plans, including program, product, and pricing details for RSA and F&I offerings.
• Partner with Sales, Technology, and Project Management to align timelines, resources, and expectations for complex or high-value clients.

Onboarding:

• Lead setup for complex, multi-product, or high-volume clients and serve as the escalation point for onboarding issues.
• Track onboarding cycle times and milestones, and identify bottlenecks that slow Deal Velocity.
• Support Technology and Project Management Teams with implementations, integrations, data mapping, and user acceptance testing.
• Recommend updates to standard onboarding procedures based on recurring issues.

Ongoing Maintenance:

• Run regular audits of system entries and lifecycle documentation, and track error rates and corrections.
• Ensure processes and documentation meet contractual, regulatory, and compliance requirements for RSA and F&I products.

Offboarding:

• Manage offboarding for departing clients, ensuring accurate system updates, final reconciliations, and documentation.
• Analyze exit feedback and churn trends, and report root causes and retention recommendations to leadership.

Analysis, Reporting & Process Improvement:

• Build and maintain dashboards and reports on lifecycle KPIs, such as time-to-onboard, Deal Velocity, accuracy rates, client satisfaction, and retention.
• Perform root-cause analysis on errors, delays, and escalations, and lead process improvement initiatives from proposal through rollout.
• Write and maintain standard operating procedures, checklists, and training materials.

Key Skills:

Client Lifecycle Expertise: Proven experience managing the full client lifecycle, including complex onboardings and escalations, with measurable results in client satisfaction and retention.

Analytical Skills: Strong ability to collect, analyze, and interpret client lifecycle KPIs and turn findings into clear recommendations.

Reporting Tools: Advanced Microsoft Excel (pivot tables, lookups, formulas). Experience with CRM systems such as Salesforce; reporting or BI tools (e.g., Power BI) a plus.

Process Improvement: Track record of identifying inefficiencies, documenting processes, and leading changes through to adoption.

Communication Skills: Clear written and verbal communication with clients, internal teams, and leadership, including presenting data and recommendations.

Attention To Detail: High accuracy in reviewing Client Lifecycle Operations documentation, system entries, and data.

Leadership: Ability to train and support peers, manage multiple priorities, and work independently.

Qualifications:

• High School Diploma required; Associate's or bachelor’s degree in business, Finance, or a related field preferred, or equivalent experience
• 3-5 years of workplace experience in client operations, account management, onboarding, or a related administrative role
• At least 1 year of experience analyzing data or building reports to support business decisions
• Experience in roadside assistance, F&I, insurance, automotive, or financial services preferred

Why Join NSD?

• Collaborative and team-oriented work environment
• Opportunities for professional growth and development
• Stable, established organization
• Meaningful role supporting the company's client operations

Nation Safe Drivers is an equal opportunity employer.