Customer Value & Operations Lead

JOB TITLE: Customer Value & Operations Lead
WORK EXPERIENCE: 8+ years
EMPLOYMENT TYPE: Full-Time, Permanent 
LOCATION: Remote (Pan India) 
SHIFT TIMINGS:  06:30 PM - 03:30 AM IST (8.00 am to 5.00 pm EST) 


What You’ll Be Doing:

Own customer value delivery and operational execution for a scaled portfolio of Emerging Accounts.
Partner closely with the India GM and the US-based Account Manager, who retains ownership of the commercial relationship. 
Ensure customers are: Adopting relevant modules of our products Actively using the platform On track for successful renewals 
Design, prepare, and deliver Electronic Quarterly Business Reviews (E-QBRs) for US based Account Managers to ensure consistent value communication at scale. 
Review data and proactively identify customer needs, risks, and adoption gaps, engaging internal technical or product resources as required. 
Surface renewal risks and expansion opportunities to the US Account Manager. 
Maintain strong operational rigor using Salesforce CRM, including customer health, action plans, and timely updates. 
Provide continuity of customer coverage during vacations, transitions, or peak workload periods of US based Account managers. 
Stay informed on product capabilities, competitive landscape, and industry trends impacting customer outcomes. 

Qualifications: 
Minimum 8+ years of experience in Customer Success, Account Operations, Account Management, or Client Services within a SaaS environment. 
Experience managing large customer portfolios in a scaled or mid-market model. 
Strong operational mindset with excellent prioritization and execution skills. 
Proven ability to work cross-functionally and with US-based stakeholders. 
Hands-on experience with Salesforce CRM or similar systems. 
Strong written and verbal communication skills in English. 
Highly organized, detail-oriented, and self-motivated. 
Proficient with standard business tools (Excel, Outlook, Word, PowerPoint).. Skillset Required: Customer Success, account management, Customer Value, SaaS, B2B, Customer Engagement, Customer Operations, Electronic QBR, Adoption Tracking, Salesforce CRM, Customer Insights, Portfolio Management