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HHarborstone GroupIllustrative business workspace
VP Client Operations · Client health

Know which clients need intervention before the renewal.

Client Operations sees portfolio health, service delivery, renewal value, and the actions assigned to the function—not enterprise finance or marketing work queues.

1,240 client accounts · Aug 12
FY26 client operations · Strategic commitmentRaise governed client retention through earlier intervention.Client Retention · Target 88.0% · Accountable: Marcus Reed
Client retention—
Renewal value at risk$3.4m
SLA attainment94.3%
Priority interventions18
Client action

Eighteen accounts need a named intervention this week.

The priority cohort combines renewal timing, adoption, service events, and executive-sponsor coverage. It is an operating list for Client Operations, not a general customer export.

Portfolio health

Accounts by intervention level

Healthy764 accounts
Watch296 accounts
Intervene162 accounts
Critical18 accounts
Client operations docket

Actions assigned to Marcus

Client Retention cannot enter the Growth Review

Two defensible definitions produce 91.8% and 84.6%. The financial basis, business rule, and acquired-account exception need resolution.

Before Aug 14
Resolve definition
Six acquired accounts lack a canonical parent

The account crosswalk failed the uniqueness gate and blocks retention certification.

Due today
Review crosswalk
Customer 360 access request exceeds its purpose

Marketing requested direct identifiers with no expiry for a bounded churn campaign.

Due Aug 15
Narrow access