Operations Executive

Position: Operations Executive

Location: Hyderabad

About Us:

GlobalData is a productivity and intelligence platform that empowers leaders to act decisively in a world of complexity and change.

By uniting proprietary data, human expertise, and purpose-built AI into a single, connected platform, we help organizations see what's coming, move faster, and lead with confidence.

Our solutions are used by over 5,000 organizations across the world's largest industries, delivering tailored intelligence that supports strategic planning, innovation, risk management, and sustainable growth.

Data that goes deeper

Proprietary coverage of 95% of global GDP, synthesized in real time from internal and external sources, aligned under a single business taxonomy - giving you earlier insight, unified context, and decisions you can trust.

Experts who turn insight into impact

Human insights that AI alone can't replicate, from industry specialists and strategic advisors, embedded in your workflows to decode complexity and guide high-value action.

AI that moves smarter & fasterAI that doesn't just think, but acts - forecasting market moves, surfacing answers in seconds, and freeing your teams to focus on execution when timing matters most.

Workflow solutions

Together, our six solutions turn intelligence into action, helping every team make smarter, faster decisions. Each solution focuses on the decisions that matter most, driving measurable impact.

What we are looking for:

Required

2+ years of experience administering a Customer Success platform, e.g. Planhat, Vitally, Churn Zero, Gainsight. Or Salesforce or Hubspot.

Excellent problem-solving skills and attention to detail.

Strong written and verbal communication skills.

Ability to translate business requirements into technical configurations.

Experience with data management, integration, and maintaining data integrity.

Preferred

Experience administering Planhat.

Background in customer success, support, or operations roles

Experience using Freshdesk or another helpdesk/ticketing tool

Exposure to writing articles, FAQs or internal process documentation

Interest in SaaS, customer success or operations as a career path

Key Responsibilities:

Usage Monitoring & Risk Identification

Track client product adoption patterns daily within Planhat; flag sudden drops in activity or low feature adoption.

Analyze system data across Salesforce and Planhat to identify potential “high-risk” accounts before they escalate and alert the assigned CSM immediately.

Data Alignment & Maintenance

Ensure seamless data consistency between AMS, Salesforce, and Planhat.

Monitor data trends to identify recurring issues and opportunities for process or system improvements.

CSM Enablement & QBR Support

Extract usage reports from Planhat and account history from Salesforce to help CSMs prepare for Quarterly Business Reviews (QBRs).

Coordinate and send targeted educational content, product update notes, and onboarding guides to specific customer segments, with particular attention to risk cohorts across both assigned and unassigned accounts.

Content & Client Engagement (Synthesia & Highspot)

Record selects content and tutorial material via Synthesia to support client-facing engagement.

Build Highspot digital rooms based on planned use cases and business needs for MEED and GD Middle East clients.

Webinar Administration & Analytics

Partner closely with hosting CSMs to extract and assemble presentation collateral, including agendas, speaker introductions, poll questions, and slide decks.

Compile engagement metrics such as poll results, Q&A transcripts, and attendance duration into reports for marketing and CS teams.

Support & Ticket Handling

Act as the first point of contact for internal queries related to customer operations tools submitted via Freshdesk.

Escalate complex, technical, or high-impact issues to the Customer Operations Manager, providing clear context, investigation notes, and recommended next steps.

Systems Knowledge

Develop and maintain strong working knowledge of Planhat, Salesforce, Freshdesk, and related tools, including key features, configurations, and integrations.

Collaborate with the Customer Operations Manager to improve support processes, training approaches, and overall user experience.

Interacting / Coaching team members in knowledge sharing and development

Commitment to D&I and EEO:

We believe strongly in the value of diversity and creating supportive, inclusive environments where our colleagues can succeed. As such, GlobalData is proud to be an Equal Opportunity Employer. GlobalData is determined to ensure that no applicant or employee receives less favorable treatment on the grounds of gender, age, disability, religion, belief, sexual orientation, marital status, race, or is disadvantaged by conditions or requirements which cannot be shown to be justifiable.

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