Job Description

Why this role exists

We’re not looking for a traditional Ops person.

We’re building the operating system for how Planhat deploys, scales, measures, and evolves customer outcomes in the age of AI.

This role owns the programs, analytics, and systems that turn our Customer methodology into something structured, measurable, and repeatable — across post-sales and deployment.

You’ll sit at the intersection of strategy, AI, systems, and execution.

If you like building the machine behind high-performance teams, keep reading.

What you’ll do

1. Own Strategic Deployment Programs

You will design, operationalize, and continuously improve cross-functional programs that directly impact customer outcomes.

Examples of programs include:

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  Digital deployment programs
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  Executive Sponsor program
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  Agentic / AI use case applications inside Planhat
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  Translating CS methodology into processes

You will:

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  Turn strategy into structured programs with clear success metrics
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  Define workflows, ownership, reporting, and automation
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  Ensure these programs are actually used (not just documented)
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  Continuously refine based on performance data

2. Own CS Analytics & Reporting

You will define what “CS performance” actually means — and make it visible.

Responsibilities:

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  Build reporting frameworks for CS effectiveness and customer outcomes
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  Define leading indicators (not just lagging ones)
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  Operationalize AI-driven insight into performance
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  Partner with Revenue leadership to turn insights into actions

3. CRM & Systems Ownership

As we simplify our systems stack, you will help design the next version of our internal revenue operating system.

Responsibilities:

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  Ensure data quality across customer lifecycle
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  Improve system design and architecture
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  Reduce manual work through automation
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  Own some part of CRM hygiene and structural integrity

What “great” looks like in this role

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  Our deployment programs are structured, measurable, and evolving
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  AI is embedded in how we score risk, prioritize accounts, and execute
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  Reporting drives behavior — not just visibility
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  Our CRM is a clean, reliable operating system
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  Revenue leadership has clarity on performance without chasing data

Who you are

This role is for a high-intensity operator who likes building the engine, not just driving the car.

You likely have:

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  Strong analytics and data instincts
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  Deep comfort with AI tools and automation
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  High systems thinking capability
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  Bias for execution
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  Ability to translate strategy into workflows
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  Strong stakeholder management skills

You are:

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  Forward-thinking and AI-native
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  Commercially sharp
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  Technically fluent
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  Comfortable with ambiguity
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  Energized by building from zero

What this role is not

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  Not a passive reporting function
• 
  Not a pure CRM admin role
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  Not a strategy-only role
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  Not a “wait for instructions” position