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Simpplr

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3.4

based on 37 Reviews

12 Simpplr Jobs

Senior Professional Services Operations Analyst

Simpplr Software India Pvt. Ltd.

3.4

based on 37 Reviews

3-6 years

Gurgaon / Gurugram

1 vacancy

Senior Professional Services Operations Analyst

Simpplr

posted 16d ago

Job Role Insights

Flexible timing

Key skills for the job

Data Analysis Data Analytics Salesforce Automation Testing Operations Human Resource Management

+ 3 more

Job Description

This role will provide business operations support for the Professional Services department within Customer Experience. Reporting to the Sr Director of Professional Services, this role will primarily be focused on supporting non-revenue generating activities required by the Professional Services team. The responsibilities will include, but are not limited to, report creation, data analysis, documenting processes, process improvement support, PSA experience, and administration.

Your Job Responsibilities What you will be doing :

Support the day-to-day operations of the PS team, ensuring all processes are running smoothly and efficiently (including Project Resourcing, Customer Implementation Health, backlog, and supporting metrics/processes)
Implement best practices for metrics tracking for the Professional Services teams (e.g. weekly reporting reviews, exceptions reporting, monthly and quarterly reports)
Contribute to policy and procedure implementation documentation
Identify opportunities for process enhancements and implement best practices to increase efficiency and effectiveness within the team
Establish and enforce quality standards for all PS deliverables, ensuring customer satisfaction
Create and maintain documentation across PSOps and contribute to broader CX initiatives
Maintain our current PSA process while supporting our requirements gathering and roll-out for updated PSA systems (e.g. Certinia, RocketLane, Open Air, Autotask, etc.), which you will maintain and administer
Collaborate with Professional Services leadership to provide reports focused on financial and resource management data to aid with revenue and budgetary goals
Develop, analyze, and publish key metrics for successful projects and deliverables (CSAT, Time to Go Live, and Adoption)
Support Professional Services staff to better understand revenue, customer project hours worked, and target attainment goals
Provide regular operational status updates to Professional Services Leadership
Play a contributory role in the weekly rev rec forecast & services bookings pipeline review meetings
Participate in month and quarter-end close activities
Support weekly timesheet reviews, utilization tracking, and billable/non-billable activities
Act as liaison between the PS and Finance department
Ensure timely and complete new PS team member onboarding with content tailored to the new hires positions
Maintain and contribute to all professional services operations department processes
Experience in Gainsight, Salesforce, and time management platforms (Teamwork, Workfront, Smartsheet, etc.)

Your Skillset What makes you a great fit for the team:

Bachelors degree required, preferably in Finance, Accounting, Statistics, or Business Management
Demonstrated progressive industry experience in a Professional Services Operations or similar role for a high-tech company
Professional Services Automation (PSA) tools experience recommended (i.e. NetSuite OpenAir, FinancialForce)
Previous experience in a data-driven, analytics-centric role
Working understanding of Professional Services cost structures is strongly preferred
Strong experience with the entire Google suite as well as Microsoft Excel, including pivot tables, analyzing and formatting data, use of filters, and creating charts and graphs
Excellent communication and presentation skills
Ability to work East Coast North American hours (3x/week)
Ability to travel once/twice a year to North American or Indian Headquarters

Simpplr s Hub-Hybrid-Remote Model:

At Simpplr we believe that when work is good, life is better and that belief guides all we do. Including how we approach our flexible work model. Simpplr operates with a Hub-Hybrid-Remote model. This model is role-based with exceptions and provides employees with the flexibility that many have told us they want.

Hub - 100% work from Simpplr office. Role requires Simpplifier to be in the office full-time.
Hybrid - Hybrid work from home and office. Role dictates the ability to work from home, plus benefit from in-person collaboration on a regular basis.
Remote - 100% remote. Role can be done anywhere within your country of hire, as long as the requirements of the role are met.