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Customer Value Operations Lead

Fortress Information Security
Orlando, USA
Full-time
Mid Level
Hybrid
USD 110228-170241 yearly
Discovered 2 months ago

Full Job Posting

  • 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.
  • Execute managerial duties, including but not limited to, conducting ongoing conversations, providing feedback, coaching, and training, and participating in performance management
  • Other duties as assigned
  • 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. Recommended AI proficiency level: intermediate.
  • 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.
  • 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.
  • Experience with cyber risk, critical infrastructure, enterprise software, managed services, or B2B customer success environments.
  • 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.
  • Bachelor’s degree or equivalent professional work experience required.
  • 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
  • We provide each employee with professional growth opportunities through succession planning, up-skilling, and certifications
  • Tuition and certification reimbursement

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