Manager - Professional Services Operations (4-10 yrs)

Manager - Professional Services Operations

What you'll do:

- Oversee and optimize the tools and systems used by the Professional Services team, ensuring smooth and efficient operation

- Develop and standardize Professional Services processes to ensure consistency and scalability.

- Track and monitor key professional services metrics (utilization, bookings, attach rates, revenue, etc.). Develop analytical insights and drive recommendations for improvements.

- Own bookings and revenue forecasting process, optimize on improvements that lead to higher levels of forecasting accuracy.

- Create and maintain documentation, collaborate cross-functionally on improvements.

- Lead compensation process, designing/maintaining compensation plans, working with Finance on design and execution.

- Establish success metrics and definitions across the Professional Services tea and the associated reporting and dashboards needed by team members.

- Be a trusted partner to the Professional Services Leadership by defining, tracking and implementing goals, programs and strategies that scale.

- Continually provide suggestions to business processes to keep up with the changes in the organization.

- Subject matter expert for PS team on all processes related to services: utilization, time entry, project management processes, and customer billing.

- Partner with Revenue, Salesforce Operations team and internal stakeholders to review and launch updates to the Professional Services portfolio of offerings to support the business's long-term goals.

- Provide guidance and oversight to PSOPs analysts.

What you bring:

- 4+ years in a Professional Services Operations role at a technology company, with experience designing workflows and the systems knowledge to implement them.

- Strong understanding of paid services/implementation lifecycle.

- Salesforce familiarity is a must.

- Strong proficiency and experience with Professional Services Automation (PS tools (ex. Certinia).

- Expert analytical and reporting skills to find trends and insights using that.

- Excellent Organizational skills with extensive project management skills including meeting deadlines and coordinating with multiple stakeholders.

- Have program management skills and are comfortable multitasking and prioritizing in a fast-paced environment.

- Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions.

- Strong work ethic, desire to learn, and a drive to excel.

- Collaborative mindset, across peers, business partners, and leadership.

- Clear, concise and effective communication skills, both written and verbal. Ability to communicate the right level of information to executives and cross-functional teams at the right cadence.

- Proactive self-starter, identifying opportunity areas for improvement and executing on initiatives to drive impact to the business.