Sr Business Operations Mgr

Adoption Strategy & Execution:

• Partner with 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.
• Drive cross-functional collaboration with Customer Success, Sales, and Product teams to ensure adoption initiatives are supported and executed.

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 Major Areas.
• 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.