About:
- Partner with Customer Success leadership and other teams to support programs related to expansion, renewal, and advocacy initiatives by ensuring operational timelines, tracking, and reporting.
- Utilize generative AI and AI agents to drive execution of complex customer initiatives, align cross-functional teams, maintain delivery momentum, and remove blockers.
- Establish and track program-level KPIs in support of broader Customer Success performance goals.
- Provide consistent visibility into the health and progress of customer programs for senior business stakeholders through structured reporting and dashboards.
- Translate complex customer and operational data into high quality, accurate insights for executive consumption using advanced AI tools.
- Produce reports for forecasting, health monitoring, escalations, and executive decision-making.
- Maintain data quality and reporting integrity across customer systems.
- Prepare weekly executive communications including risk identification, progress tracking, and executive-level summaries in collaboration with generative AI.
- Coordinate internal communications related to customer programs, escalations, and priority initiatives.
- Support executive preparation by developing presentations, summaries, and reporting.
Experience:
- 5+ years of experience in Customer Operations, Program Management, Revenue Operations, Strategy & Operations, Business Operations or consulting with direct execution ownership.
- Hands-on expertise with Salesforce reporting and data structures; Gainsight or equivalent Customer Success platforms, and business intelligence tools such as Looker.
- Experience with generative AI and AI agents to ensure high-quality deliverables quickly.
- Advanced proficiency with Excel for modeling, analysis, and reporting.
- Advanced proficiency with PowerPoint for executive-level presentations.
- Strong project management, organizational, and communication skills.
- Ability to manage multiple complex workstreams independently.
- Experience working directly with senior executives in a fast-paced environment.
- Strong attention to detail with ability to maintain rigor across high-volume programs.
- Reside within commuting distance to Fulton, MD.
Salary and Perks:
- Company Wellness Week
- Diversity & Inclusion Working Groups
- Parental Leave Policy
- Paid Volunteer Time Off (VTO)
About Sonatype:
Enterprise software supply chain management
