zeiss group
Website:
zeiss.com
Job details:
Role Overview
Own the operational lifecycle of a customer from contract execution through implementation, adoption, billing, collections, and ongoing service delivery.
The role is accountable for ensuring customers are successfully launched, revenue is accurately invoiced and collected, operational commitments are met, and customer-facing processes scale efficiently as VisioGen expands globally.
This individual will lead the Customer Implementation, Service Operations, Revenue Operations, and Billing functions and serve as the operational backbone of the business.
Key Responsibilities
1. Customer Implementation & Onboarding
- Own end-to-end customer implementation and go-live execution.
- Manage implementation timelines, dependencies, and stakeholder coordination.
- Ensure launch readiness across customer, product, technology, compliance, and commercial teams.
- Drive smooth customer transition into operational service.
2. Customer Service Operations
- Lead day-to-day service delivery operations.
- Manage customer escalations and operational issues.
- Monitor service levels and operational performance.
- Drive root-cause resolution and continuous improvement.
3. Revenue Operations
- Own operational processes supporting revenue realization.
- Ensure contracted customers are correctly set up within commercial and finance systems.
- Maintain revenue tracking and operational reporting.
- Identify process gaps impacting revenue recognition and cash collection.
4. Billing & Collections
- Lead customer invoicing processes.
- Ensure timely and accurate invoice generation.
- Monitor payment status and collections performance.
- Coordinate with Finance, Accounts Receivable, and customers to resolve billing issues.
- Drive reduction in aged receivables and payment delays.
5. Customer Success Operations
- Support customer adoption and retention initiatives.
- Track customer health, usage, and operational satisfaction indicators.
- Partner with Commercial teams to identify renewal, upsell, and growth opportunities.
- Ensure operational readiness to support customer expansion.
6. Process, Governance & Scale
- Develop repeatable operating procedures and service frameworks.
- Define KPIs, dashboards, and management reporting.
- Establish operational controls and governance mechanisms.
- Drive automation and efficiency improvements across the customer lifecycle.
7. Team Leadership
- Lead Customer Implementation, Service Operations, Revenue Operations, and Billing teams.
- Build capability, accountability, and performance standards.
- Define roles, responsibilities, and operational ownership.
- Foster a customer-focused and outcome-oriented culture.
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