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Customer Success

Job Details

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We are seeking a detail-oriented and analytically minded operations professional to serve as the Assessment Insights & Operations Manager for the Global Life Sciences Activation & Adoption (A&A) division. Sitting within the Portfolio Intelligence & Governance pod, this role is the primary data collection and synthesis engine of the team - executing the end-to-end quarterly assessment process and translating raw account data into the portfolio intelligence that drives strategic intervention across the AFLS ecosystem.
You will be the operational heartbeat of the assessment function, ensuring that every account in the global portfolio is evaluated, scored, and tracked with precision. From conducting AE and CSM outreach to maintaining the Global Portfolio Health Dashboard, you will serve as the connective tissue between field teams, data systems, and the insights that guide the Portfolio Strategy & Intelligence Lead.
ROLE DESCRIPTION
The right candidate will be a highly organized, data-fluent operator who thrives on turning assessment inputs into insight - ensuring the AFLS assessment cycle runs seamlessly every quarter and that portfolio health data is always current, accurate, and actionable. You'll:

• Execute the quarterly assessment process end-to-end, serving as the primary data collection and synthesis layer for the global portfolio.

• Conduct AE and CSM outreach; lead assessment interviews across the global account portfolio to gather structured inputs aligned to the 10-dimension scoring rubric.

• Collect account data from CRM, support systems, and stakeholder inputs; evaluate and score accounts consistently against the established assessment framework.

• Manage the operational logistics of each quarterly assessment wave - including scheduling, tracking interview completion, and escalating non-responsive accounts and execution blockers to the Portfolio Strategy & Intelligence Lead.

• Organize and centralize data feeds for portfolio health; build and maintain the Global Portfolio Health Dashboard in CRM Analytics / Tableau CRM.

• Prepare quarterly portfolio health reports and individual account risk scorecards; participate in sharing findings with internal teams, customers, and SI partners.

• Support the preparation of case studies and content for customer workshops and marketing events.

• Manage the market insights and events calendar in partnership with the Program Manager - including case study deadlines, marketing event submissions, customer workshop scheduling, and thought leadership deliverables.

• Coordinate logistics for customer workshops and partner events: invitations, agendas, and follow-up tracking.

• Support the AI Architect in organizing data feed inputs and maintaining documentation for the assessment agent build.

REPORTING & ORGANIZATIONAL STRUCTURE
Reporting line: Reports to the Senior Director, Portfolio Strategy & Intelligence
Pod alignment: Operates within the Portfolio Intelligence & Governance pod alongside the Senior Director, Portfolio Strategy & Intelligence and AI Architect
Collaboration: Works closely with AEs, CSMs, and the AI Architect; serves as the primary field-facing point of contact during quarterly assessment cycles and a key coordination partner for the Program Manager
FINANCIAL & BUSINESS ACCOUNTABILITY

• Ensures the accuracy and completeness of portfolio health data that underpins the team's prioritization decisions and resource allocation across the AFLS account base.

• Directly supports the improvement of the overall Account Health Score by executing a rigorous, consistent quarterly assessment process that enables early risk identification and proactive intervention.

• Ensures all assessment activities and market insights outputs are aligned to NNAOV growth objectives for the AFLS portfolio.

SUCCESS METRICS (KEY SUCCESS OBJECTIVES - KSOS)

• Assessment Execution - Achieve 100% quarterly assessment completion across all targeted accounts within the global portfolio, with all accounts scored against the 10-dimension rubric within each assessment wave cycle.

• Portfolio Health Visibility - Maintain fully current, accurate portfolio health reports, ensuring the Senior Director and SVP have real-time visibility into account risk and health trends.

• Operational Cadence - Ensure all quarterly assessment waves are executed on schedule, with zero un-escalated blockers and complete interview tracking documentation.

• Insights Quality & Market Intelligence - Produce quarterly portfolio health reports, account risk scorecards, and market insights content that are consistently accurate, well-sourced, and ready for internal leadership consumption, customer-facing delivery, and SI partner engagement

SPECIFIC KNOWLEDGE & SKILLS
Assessment Operations & Data Collection

• Proven ability to manage end-to-end assessment or data collection cycles across large, distributed account portfolios - including outreach, scheduling, interview execution, and data synthesis.

• Experience applying structured evaluation frameworks and assessment methodologies consistently across large, diverse portfolios - with the discipline to gather, weigh, and synthesize multi-source inputs into reliable, repeatable outputs

Data Management & Analytics

• Hands-on proficiency with Salesforce reporting and analytics tools including CRM Analytics, Tableau CRM, and Salesforce Reports & Dashboards to build, maintain, and iterate on portfolio health dashboards.

• Strong ability to collect, organize, and centralize data from multiple sources - CRM systems, support platforms, and stakeholder inputs - into coherent, decision-ready datasets.

Stakeholder Engagement & Communication

• Skilled at conducting structured working sessions with field teams (AEs, CSMs) to gather account-level inputs and navigate non-responsive or complex accounts.

• Comfortable preparing and presenting portfolio health reports, account risk scorecards, and executive-ready materials for internal teams, customers, and SI partners.

Event & Logistics Coordination

• Experienced in managing multi-track calendars and coordinating end-to-end logistics for customer workshops, partner events, and marketing engagements - from invitations and agendas through to follow-up tracking.

• Proven ability to manage a content and events calendar across multiple concurrent workstreams with competing deadlines.

Agility & Innovation

• Comfortable operating in a dynamic, fast-moving environment and able to adapt processes as the assessment program scales across new geographies and account segments.

• Familiarity with AI-assisted productivity tools (such as Agentforce, Slack AI, Einstein Copilot, Gemini, or equivalent) to accelerate data synthesis, interview documentation, and stakeholder communication.

• Willingness to support agentic technology builds - including organizing structured data feed inputs and maintaining documentation for AI-powered assessment tools.

Data, Analytics & Tooling Proficiency

• Hands-on proficiency with CRM Analytics / Tableau CRM for building and maintaining portfolio health dashboards and account risk scorecards.

• Experienced with program and project management tools such as JIRA, Smartsheet, Asana, or equivalent for tracking assessment wave logistics, interview completion, and event calendar management.

• Proficiency with Google Slides, PowerPoint, and Google Docs/Quip for building quarterly portfolio health reports, account scorecards, and customer-facing materials.

ROLE REQUIREMENTS

• 5-8+ years of experience in Business Operations, Customer Success Operations, Program Coordination, or a related field - preferably within the Enterprise Cloud or Life Sciences technology space.

• Demonstrated experience executing structured data collection or assessment processes across large, complex account portfolios.

• Strong analytical skills, with a track record of translating multi-source data into clear, actionable reporting and health metrics.

• Proven ability to coordinate logistics and manage calendars across multiple concurrent initiatives - workshops, marketing events, quarterly reporting cycles - without losing detail or momentum.

• Excellent interpersonal skills; comfortable conducting working sessions with field-facing teams (AEs, CSMs) and engaging external stakeholders including customers and SI partners.

• Highly organized, self-directed, and capable of managing competing priorities in a fast-moving, global operating environment.

• Hands-on familiarity with the Salesforce platform, CRM Analytics / Tableau CRM, and Salesforce Reports & Dashboards is required.

• Internal Salesforce experience or background is a strong plus.

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