Business Operations Manager - Customer Excellence Group (CEG) – Scale and Mid-Market Operations Leader

Adoption Strategy & Execution:

• Partner with Scale and Mid-Market Major Area Leaders to develop, manage, and track customer adoption plans across their portfolios
• Leverage AI-powered analytics and predictive modeling to identify at-risk customers and proactively drive intervention strategies to improve health scores
• Ensure we have all necessary adoption information via our scorecards and dashboards that provide real-time visibility into customer engagement, product usage, and value realization

Performance Monitoring & Risk Mitigation:

• Monitor GRR trends, product adoption metrics, and customer health indicators using AI-driven insights to identify downsell risks and expansion opportunities
• Monitor progress of "get-well" plans for customers with Adoption challenges in partnership with CSMs and Account Executives
• Track and report on NPS trends, using AI tools to identify root causes of detractor feedback and partnering with teams to drive year-over-year improvements

Operational Excellence & Governance:

• Establish consistent cadences for adoption reviews, customer health check-ins, and performance tracking across Commercial and Mid-Market segments
• Develop standardized templates, playbooks, and AI-powered workflows to scale adoption efforts across the Major Area
• Organize and facilitate planning sessions to align teams on adoption priorities, goals, and execution plans