Customer Value Operations Lead

Responsibilities

• Drive the operating cadence for the Office of IDCV across strategic accounts.
• Prepare and improve QBR and customer executive presentations that clearly identify, deliver, and communicate Fortress value.
• Work with Customer Success and Operations leaders to understand customer sentiment, best practices, program status, and messaging needs.
• Diagnose customer value gaps and create action plans for at-risk customers.
• Create expansion narratives for healthy accounts that are ready for additional capabilities or higher-level business problems.
• Quantify program value using risk reduction, avoided loss, time saved, compliance velocity, cost reduction, tool displacement, and labor reallocation narratives.
• Identify, track, and escalate value leaks, including open commitments, tickets, data gaps, reporting/dashboard issues, and capability blind spots.
• Organize the IDCV content repository so it is usable for Customer Success and Sales.
• Build AI-enabled workflows for QBR preparation, content retrieval, customer-specific slide generation, value storytelling, reporting, and operating visibility.
• Maintain executive-ready status reporting on account readiness, playbook progress, value leaks, risks, decisions needed, and follow-up actions.

Requirements

• 3+ years of experience in customer success, business operations, consulting, financial planning and analysis, product operations, revenue operations, process automation, program management, value engineering, or a related execution role.
• Bachelor's degree in business, operations, engineering, analytics, information systems, computer science, economics, or another relevant field, or equivalent experience.
• Demonstrated ability to drive cross-functional initiatives to closure without relying on formal authority.
• Strong executive presentation and PowerPoint skills, with the ability to turn complex information into a clear customer-facing value story.
• Strong analytical ability and comfort working with metrics, dashboards, customer health signals, open commitments, and operational trackers.
• Practical fluency with AI tools and a bias toward using automation to improve quality, speed, consistency, and scalability.
• Excellent written communication, structured thinking, attention to detail, and follow-through.
• Ability to operate confidently with executives, customer-facing leaders, product owners, and technical teams.
• High ownership mindset, urgency, discretion, and sound judgment.

Qualifications

• Minimum of a Bachelor’s degree or equivalent professional work experience required.

Skills

• Experience supporting QBRs, executive business reviews, customer success motions, strategic account planning, or value realization programs.
• Experience building or improving internal tools, workflow automation, dashboards, knowledge systems, or AI-enabled business processes.
• Familiarity with risk quantification, annualized loss expectancy, business case development, cost-reduction narratives, or value engineering.
• Experience using no-code or low-code platforms, AI assistants, project management tools, dashboarding tools, or internal application platforms.
• Experience creating executive-level PowerPoint materials, customer-specific value decks, operating scorecards, and reusable content libraries.

Benefits

• Remote and Hybrid working environment
• Competitive pay structure
• Medical, dental, vision plans with employees covered up to 90% with highly progressive options for dependents and families
• Company paid life, short- and long-term disability insurance
• Employee Assistance Program
• 401(k) match
• Flexible Paid Time Off
• Parental Leave

Employee Perks

• Professional growth opportunities through succession planning, up-skilling, and certifications
• Tuition and certification reimbursement
• Employee Referral Programs
• Company Sponsored Events

Pay Range

$110,228 - $140,000 per year