• Define and evolve the Customer Organization operating model to improve efficiency and scalability. • Create and maintain process documentation, governance, and accountability frameworks. • Own strategy and administration of customer-facing systems (Rocketlane, Gainsight, Zendesk). • Improve cross-system workflows, integrations, and automation to reduce manual work. • Develop KPI frameworks, dashboards, and recurring performance reviews for leadership. • Deliver monthly operational insights tied to key metrics (e.g., margin, GRR, utilization). • Drive programs that improve onboarding predictability, reduce Time to Value, and increase PS margin. • Ensure adoption of standardized delivery workflows and best practices. • Oversee financial operations including forecasting, backlog reporting, billing, and revenue recognition. • Manage quarterly bonus calculations, billing disputes, and select departmental expenses. • Partner with Customer Org, Product, Sales, and Finance to align end-to-end customer lifecycle processes. • Establish and maintain operating rhythms that support global collaboration. • Hire, lead, and develop operations talent across analytics, systems, and process ownership.