Location: Home based with frequent travel to meet customers and regular trips to ActiveOps offices or other locations for team meetings and events
Salary: DOE + Benefits
Job type: Full-time
Reporting to: Head of Customer Establishment & Value
The Role
The Customer Establishment & Value team plays a critical role in ensuring customers rapidly achieve — and sustain — their first-year success criteria, deeply embedding the knowledge, practices, and capabilities needed for long-term operational excellence. Their consultative work ensures clarity of business needs and empowers senior leaders to confidently utilise ActiveOps products to deliver key business outcomes.
Operating across the first year of the customer lifecycle, the team provides a clear line of sight between customer capability, operational behaviours, and the outcomes they need to achieve. They assess each customer’s readiness, commitment, and progress, identifying barriers to success early, and deploy targeted interventions that keep value realisation on track. Acting as expert advisors and consultants, they connect systems, data, and decision-making to ensure customers are equipped to deliver sustained improvements.
The team does not replace or overlap with Customer Success — who remain responsible for governance, retention, and growth — they reinforce these goals by ensuring the right knowledge, behaviours, and practices are firmly embedded from day one. Their work flows from initial deployment through early adoption, building customer expertise and confidence that underpin long-term success. The team works closely with Customer Success to ensure visibility and strategic alignment.
The Customer Establishment & Value Consultant provides hands-on advisory support to ensure customers receive the guidance they need to unlock the full potential of ActiveOps solutions and consistently achieve their targeted outcomes.
Responsibilities
Pre-Sales Value Engagement
- Engage early in the sales cycle for assigned opportunities to understand customer value drivers, business context, and desired outcomes
- Ensure involvement in all new logo opportunities, with allocation determined by the Head of CE&V based on deal size and complexity
- Define clear, realistic value propositions, success criteria, and expected outcomes in collaboration with Sales
- Provide the “value lens” to ensure implementation and ongoing support maximise customer outcomes
- Focus on protecting value outcomes rather than scoping technical solutions
Customer Establishment and Year 1 Outcomes
- Ensure successful Year 1 customer establishment and delivery of defined outcomes, particularly for new logos and complex expansions
- Link customer capability and behaviours to required business outcomes
- Assess customer readiness and progress, identifying barriers and deploying targeted interventions
- Oversee benefits tracking, identifying risks and mitigation strategies to keep value on track
Revenue at Risk — Success Criteria Achievement
- Drive achievement of agreed success criteria where revenue is at risk
- Maintain focus on benefits tracking, evidence gathering, and validation to secure associated fees
- Work with Finance and Customer Success to track and manage revenue-at-risk positions
Customer Health and Churn Prevention
- Identify at-risk customers early and deploy targeted interventions to restore progress
- Contribute to development of recovery playbooks using best practices and lessons learned
- Collaborate with Customer Success to ensure early visibility and coordinated retention strategies
Senior Stakeholder Enablement and Change
- Provide consultative support to senior stakeholders through guidance, coaching, and alignment
- Lead change initiatives including masterclasses and one-to-one coaching
- Challenge thinking and contribute to planning and delivery discussions with senior customers
POV/Pilot Management
- Deliver value demonstrations for POV/Pilot engagements to validate outcomes and support sales conversion
- Ensure outcomes are clearly defined, tracked, and reported
Hypercare, CoE Support, and Complex Engagements
- Ensure effective application of hypercare support for new logos and complex expansions
- Support Centres of Excellence (CoE) to build maturity and long-term capability
- Assist with deliverability assessments and readiness evaluations for S5/S6 governance
