Enterprise Account Operations Analyst

Are you an analytical problem-solver who enjoys turning data into actionable insights? Do you thrive on keeping complex accounts organized, spotting service trends, and helping a team stay ahead of client needs?

City Wide is seeking an Enterprise Account Operations Analyst to support our Enterprise Account Management team. In this remote role, you’ll connect data, systems, and day-to-day operations so account managers can focus on strengthening client relationships and driving growth.

Reporting to the Director of Enterprise Account Management, you’ll manage reporting, coordinate account updates, prepare quarterly business review materials, and identify issues that need attention. This role is ideal for someone who combines advanced Excel skills with strong communication, initiative, and follow-through.

What You’ll Do

• Support enterprise accounts by maintaining accurate CRM records, coordinating work order updates, and prioritizing high-revenue clients and time-sensitive requests.
• Navigate client procurement and vendor platforms, including Ariba, Coupa, and ServiceChannel, to keep work orders and account activity moving.
• Build recurring and ad hoc reports using Excel, CRM data, and Power BI to support account management decisions.
• Analyze service complaints, inspection results, and account performance to identify trends, flag risks, and recommend areas for follow-up.
• Prepare organized, accurate quarterly business review (QBR) materials, including client spend, service-level performance, and key account metrics.
• Support QBR calls for top-revenue accounts through meeting coordination, real-time data support, and post-call documentation.
• Track master service agreement terms, renewal dates, price adjustment dates, and other contract milestones for account managers’ review.
• Monitor DocuSign submissions, follow up on pending approvals, and maintain complete account documentation and client contact information.
• Provide scheduled account updates, triage internal inquiries, and escalate issues to the appropriate account manager or leader.
• Coordinate quarterly Loyalty Loop surveys and track schedules, delivery, and responses.
• Provide client and operational coverage during account manager vacations, escalating decisions when needed.
• Identify opportunities to improve reporting, automate routine tasks, and strengthen team processes.

What Success Looks Like

You’ll succeed by delivering accurate reports on time, keeping account information current, preparing thorough QBR materials, and identifying service issues before they become larger problems. Your responsiveness, sound judgment, and dependable support will help the Enterprise Account Management team stay informed and prepared.

Requirements

What You Bring

• 2–4 years of experience in customer success, account management support, operations, or business analysis, preferably in a B2B or enterprise service environment.
• High school diploma or GED required; an associate degree in business, data analytics, or a related field preferred.
• Expert-level Microsoft Excel skills, including VLOOKUPs, pivot tables, and advanced formulas, along with proficiency in Microsoft Office.
• Experience with CRM platforms such as Salesforce or HubSpot and reporting or visualization tools such as Power BI, Tableau, or similar systems.
• Strong organizational skills and the ability to manage multiple stakeholders, deadlines, and competing priorities.
• Clear written and verbal communication skills, including the ability to turn complex data into useful insights.
• Exceptional attention to detail and a commitment to accurate records, reliable reporting, and timely follow-through.
• Confidence working with senior account managers and leadership, including the ability to ask questions, flag concerns, and push back professionally.
• A proactive, curious approach to problem-solving and a willingness to handle both detailed administrative work and broader analytical projects.
• Experience with third-party procurement platforms, SQL, and AI-assisted reporting or automation tools such as Claude Enterprise is a plus.