• Own operational workflows supporting renewals, upsells, and expansion planning. • Build and maintain leadership portfolio reporting to track renewals, pipeline progress, client health, and performance metrics. • Manage internal Monthly Business Review (MBR) reporting and SLT preparation. • Analyze operational performance to identify trends, risks, and opportunities for improvement. • Support forecasting, pipeline management, and resource planning for existing accounts. • Drive escalation management and resolution of critical operational issues. • Develop and maintain onboarding materials and training tools to accelerate new-hire ramp and drive consistent CGS best practices. • Own Salesforce (SFDC) workflow enhancements and ongoing CGS maintenance. • Partner with Finance to ensure accurate ACV tracking across all client opportunities. • Collaborate with Analytics to support transition to LightDash as the primary reporting platform. • Ensure client-facing data is accurate, timely, and actionable. • Work with Twin Operations to automate CGS operating frameworks into Jira. • Define and maintain standardized documentation, storage, and naming conventions. • Establish system maintenance requirements and coordinate with development teams. • Partner with Analytics to produce accurate reporting and performance dashboards. • Manage down-market client reporting and future automation initiatives. • Assist with internal data collection, analysis, and reporting to inform strategic decisions. • Translate data into insights that improve client lifecycle execution. • Partner with Marketing to centralize NPS distribution through HubSpot and manage internal reporting. • Ensure client outcome reporting is compelling and aligned with organizational standards. • Maintain operational rigor to meet SLAs, KPIs, and compliance requirements. • Proactively identify and manage cross-team dependencies and integration risks. • Work closely with Analytics, Product, Finance, Onboarding, Marketing, Legal, Billing, and Operations. • Support scalable process design that improves collaboration and execution. • Other duties as assigned