Principal Customer Value Analyst

Principal Customer Value Analyst
Location: Remote - Preference given to candidates located in Orlando, FL 
Compensation: $110,228 - $140,000 depending on experience and qualifications
Employment Type: Full-Time
Travel Requirement: Less than 15%

What you can expect as the Customer Value Operations Lead at Fortress... 
The Principal Customer Value Analyst identifies and connects customer, risk, financial, market, and program signals and converts those insights into coordinated action through the Office of IDCV – Identify, Deliver, Communicate Value – across Fortress’s most important strategic accounts

Working primarily through Customer Success, the Principal Customer Value Analyst translates complex information into clear account strategies, executive narratives, QBR materials, value quantification, and coordinated action. This is a hands-on role for a highly curious, analytical, and high-agency operator who can identify patterns others may miss and develop an informed point of view. Although this is an analytical role, the Principal Customer Value Analyst is expected to personally drive resulting actions, establish repeatable processes, and hold cross-functional stakeholders accountable for execution.

Responsibilities Include:

• Drive the Office of IDCV operating cadence across strategic accounts.
• Analyze customer priorities, corporate filings, risk findings, program outputs, operational performance, industry developments, and stakeholder feedback to identify risks and opportunities.
• Interview Sales, Customer Success, Product, Operations, and other stakeholders to understand the priorities of customer executives and management teams.
• Connect information across multiple sources and develop clear recommendations for how Fortress should execute, demonstrate value, resolve gaps, and support the customer’s strategic agenda.
• Prepare and improve QBRs and executive presentations that clearly communicate Fortress’s performance, findings resolution, risk reduction, cost reduction, and customer value.
• Quantify program value using risk reduction, avoided loss, time saved, compliance velocity, tool displacement, labor reallocation, and other defensible measures.
• Create account recovery plans for at-risk customers and expansion narratives for customers that could benefit from additional Fortress capabilities.
• Identify, track, and escalate value leaks, including open commitments, aging tickets, unresolved findings, data gaps, reporting issues, and capability blind spots.
• Create IDCV processes, establish them through stakeholder alignment and direct execution, and ensure they become repeatable operating practices.
• Hold accountable teams and individuals responsible for agreed actions, customer commitments, QBR readiness, and value delivery.
• Build AI-enabled workflows for customer research, risk analysis, QBR preparation, content retrieval, value storytelling, and operating visibility.
• Maintain executive-ready reporting on account readiness, risks, opportunities, decisions needed, and follow-up actions.
• Provide guidance, coaching, and training to Customer Success and cross-functional partners on IDCV methods, account analysis, and value storytelling.
• Perform other duties as assigned.

Minimum Qualifications:

• 5+ years of experience in strategic analysis, consulting, customer success, business operations, value engineering, financial analysis, product operations, program management, or a related role.
• Demonstrated ability to synthesize incomplete or fragmented information, identify meaningful patterns, and translate analysis into a clear course of action.
• Demonstrated ability to drive cross-functional initiatives to closure without relying on formal authority.
• Strong executive presentation and PowerPoint skills, with the ability to turn complex technical and business information into clear executive narratives.
• Strong analytical and business acumen, including comfort with customer metrics, risk findings, program performance, corporate filings, and value quantification.
• Practical fluency with AI tools and a tendency to use automation to improve research, quality, speed, consistency, and scalability.
• Excellent communication, structured thinking, intellectual curiosity, discretion, judgment, attention to detail, and follow-through.
• Ability to operate confidently with executives, customer-facing leaders, product owners, technical teams, and government or critical-infrastructure stakeholders.

Preferred Skills:

• Experience in cybersecurity, cyber-risk management, critical infrastructure, defense, government, enterprise software, or B2B customer success.
• Experience supporting QBRs, strategic-account planning, value realization, account recovery, or expansion programs.
• Experience interpreting corporate filings, risk findings, remediation performance, operational metrics, and qualitative stakeholder information.
• Familiarity with risk quantification, annualized loss expectancy, business-case development, cost-reduction narratives, or value engineering.
• Experience building AI-enabled workflows, dashboards, internal tools, knowledge systems, or process automation.

Education:

• Bachelor’s degree in business, economics, finance, engineering, analytics, information systems, computer science, cybersecurity, or a related field required.

Employee Benefits:

• Remote and Hybrid working environment  
• Competitive pay structure 
• Medical, dental, vision plans with employees covered up to 90% with highly progressive options for dependents and families 
• Company paid life, short- and long-term disability insurance  
• Employee Assistance Program 
• 401(k) match 
• Flexible Paid Time Off
• Parental Leave

Employment Perks:

• We provide each employee with professional growth opportunities through succession planning, up-skilling, and certifications 
• Tuition and certification reimbursement  
• Employee Referral Programs 
• Company Sponsored Events 

Fortress is proud to be an Equal Opportunity Employer. All employees and applicants will receive consideration for employment without regard to age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law. Fortress Information Security takes part in the E-Verify process for all new hires.  
 
For positions located in the US, the following conditions apply. If you are made a conditional offer of employment, you will have to undergo a drug test. ADA Disclaimer: In developing this job description care was taken to include all competencies needed to successfully perform in this position. However, for Americans with Disabilities Act (ADA) purposes, the essential functions of the job may or may not have been described for purposes of ADA reasonable accommodation. All reasonable accommodation requests will be reviewed and evaluated on a case-by-case basis.