Principal Customer Value Analyst

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee the operational cadence of the Office of IDCV across key strategic accounts.

• Examine customer priorities, corporate documents, risk assessments, program outcomes, operational metrics, industry trends, and stakeholder feedback to pinpoint risks and opportunities.

• Conduct interviews with Sales, Customer Success, Product, Operations, and other stakeholders to grasp the priorities of customer executives and management teams.

• Integrate information from various sources and formulate clear recommendations on how Fortress should implement strategies, showcase value, address gaps, and support the customer’s strategic objectives.

• Develop and enhance QBRs and executive presentations that effectively relay Fortress’s performance, findings resolution, risk mitigation, cost savings, and customer value.

• Measure program value through risk reduction, avoided losses, time efficiencies, compliance acceleration, tool replacement, labor reallocation, and other verifiable metrics.

• Formulate recovery plans for at-risk customers and expansion strategies for those who could benefit from additional Fortress capabilities.

• Detect, monitor, and escalate value leaks, including outstanding commitments, aging tickets, unresolved issues, data deficiencies, reporting challenges, and capability gaps.

• Establish IDCV processes, secure stakeholder alignment for execution, and ensure these become standard operational practices.

• Hold teams and individuals accountable for agreed actions, customer commitments, QBR readiness, and value delivery.

• Create AI-driven workflows for customer research, risk assessment, QBR preparation, content retrieval, value narrative development, and operational visibility.

• Maintain executive-ready reports on account preparedness, risks, opportunities, necessary decisions, and follow-up actions.

• Provide mentorship, coaching, and training to Customer Success and cross-functional teams on IDCV methodologies, account analysis, and value storytelling.

• Perform additional duties as assigned.

⛳️ Requirements

• 5+ years of experience in strategic analysis, consulting, customer success, business operations, value engineering, financial analysis, product operations, program management, or a comparable field.

• Proven ability to synthesize incomplete or fragmented information, identify significant patterns, and translate analysis into actionable strategies.

• Demonstrated capability to lead cross-functional initiatives to completion without relying on formal authority.

• Exceptional executive presentation and PowerPoint skills, with the ability to distill complex technical and business information into clear executive narratives.

• Strong analytical skills and business acumen, including proficiency with customer metrics, risk assessments, program performance, corporate filings, and value quantification.

• Practical familiarity with AI tools and a propensity for using automation to enhance research, quality, speed, consistency, and scalability.

• Excellent communication skills, structured thinking, intellectual curiosity, discretion, sound judgment, attention to detail, and follow-up capability.

• Ability to confidently engage with executives, customer-facing leaders, product owners, technical teams, and government or critical-infrastructure stakeholders.

🏝️ Benefits

• Remote and Hybrid working options available.

• Competitive compensation structure.

• Comprehensive medical, dental, and vision coverage with up to 90% of employee costs covered, along with highly progressive options for dependents and families.

• Company-paid life insurance and short- and long-term disability insurance.

• Access to an Employee Assistance Program.

• 401(k) matching contributions.

• Flexible Paid Time Off policy.

• Parental Leave offered.