Operations Analyst, Client Implementations

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Operations Analyst, Client Implementations

Job Description

The Operations Analyst, Client Implementations will support the processes, tools, and operations associated with enrolling customers to use our legacy and digital products. This individual will engage with all key stakeholders involved in the process, including Business Development, Account Management, Client Support, Data Operations, and Accounting to ensure an efficient and high quality experience for our customers.

Key Responsibilities and Accountabilities

- Supports the enrolment process for legacy and new digital products, with a strong focus on the latter. Acts as SME in support of all tools, forms, and processes used by various operations teams and provides teams with appropriate training.

- Takes responsibility for ensuring that client enrolment is a smooth, positive experience. Engages with appropriate business owners, addresses and escalates issues for resolution, and may need to engage with customers to resolve.

- Provides input and suggestions on continuous improvement for updating enrolment processes and requirements, managing customer communication and rollout activities, and providing internal and external training.

Process Analyst

- Is a SME for WorkflowGen, the BPM tool used to manage enrolment tasks. Supports technical support to maintain application health; contribute to new workflows and enhancements to improve delivery of enrolment services; supports other business teams and Product Owner to define and implement other workflows and automation opportunities.

- Supports and manages detailed data and process integration activities with customers.

- Is a knowledgeable user of SalesForce and other enterprise systems. Supports use of those tools by other teams (SalesForce for AM/CS, STR Main for Accounting, etc.) and understands how those interact with overall WorkFlow Gen processes.

- Provides primary support for product related outreach to customers, especially for UAT activities supporting the UX design. Activities could include surveys, interviews, etc.

1.3 Commit to being an active member of the team and to on-going personnel and professional development

- Keeps up to date with market and other developments within the function and the industry.

- Attend training as required and actively seek to continually enhance understanding of STR products and value proposition.

- Adhere to all STR processes and policies and maintain customer confidentiality

- Ensure STR brand and corporate values are evident to the customer at all times. Understand and adhere to the STR Mission, Vision and Values\Strong understanding of the hotel and hospitality industry and knowledge of how our products are used

- Some technical expertise and understanding of technical development and management practices. Able to work with development and support teams to define issues, gather and communicate requirements, and finalize solutions. Able to facilitate and manage communication with technical resources on the customer side to enable needed integrations and system changes

- Solid customer focus and communication skills. Able to work directly with customers to manage implementation issues and requirements. Capable of handling escalated client support issues and successfully transition/engage other senior STR leaders as needed

- Strong people skills, able to work collaboratively with multiple internal teams to manage efficient enrolment processes. Can escalate/resolve issues in practical, positive ways.


Resolves ambiguous situations and defines and implements long term solutions. Able to quickly assess and resolve issues.


Operates independently, Identifies customer and business needs and addresses them without having to seek frequent guidance and approval. Identifies what needs to be done, and does it while maintaining compliance


Willing to take on responsibility as needed to ensure good customer experience.

Qualifications & Experience

3+ years experience working in associated functional areas, such as Business Analyst, Systems Analyst, Project Manager, etc.

A Bachelors or Associates degree in a related field.

Hospitality industry experience.



CoStar Group is an Equal Employment Opportunity Employer; we maintain a drug-free workplace and perform pre-employment substance abuse testing
  • 1
  • Negotiable
  • None
  • None
  • Re-99959
  • Permanent
  • 1

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