Sr. Professional Services Operations Manager

Responsibilities & Accountabilities 

Operational Excellence

• Oversee the day-to-day operations of the PS team, ensuring all processes are running smoothly and efficiently (includes PS Bookings FC/A, Revenue FC/A, P&L, HC, Project Resourcing, Portfolio Health, Comp and supporting metrics/processes) 
• Develop and standardize PS processes to ensure consistency and scalability 
• 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 initiatives 
• Lead strategic initiatives and programs using project management methodologies to improve customer onboarding and adoption 
• Partner with Analytics to develop and track KPIs to measure the effectiveness of customer success efforts 
• Report on performance metrics to leadership and provide recommendations for improvement 
• Support SVP, Professional Services and Senior Director, CS Ops to partner across GTM Ops to deliver world class end customer experiences 
• Partner with FP&A on annual planning exercise 

Tool and System Management

• Oversee the tools and systems used by the PS team, ensuring they are effectively supporting operational needs 
• Support the selection, implementation, and management of PSA tools (e.g. Kantata) and technologies 
• Ensure seamless integration of tools with other systems (e.g. Salesforce, support systems) 
• Support PS on delivery of Kantata roadmap and milestone management 
• Support successful delivery of PSOps workflow via project management software (e.g. Asana)

Data Management and Analytics

• Partner with Analytics to manage and analyze customer data to provide actionable insights and support decision-making 
• Develop and maintain dashboards and reports to track key performance metrics, providing actionable insights to the PS leadership 

Resource Management

• Assist with management of resource allocation to ensure optimal utilization of the PS team and timely delivery of client projects 

Budget Management

• Support with the monitoring and management of the PS budget, ensuring projects are delivered within scope and budget constraints 

Case Management

• Triage, manage and complete cases in GTM case workflow 
• Provide guidance and oversight to PSOps Analyst 

Training and Support

• Partner with Enablement on training and support to the PS team on tools, processes, and best practices 
• Support execution of the Enablement calendar 

Performance Measurements 

• Successful delivery of declared strategic initiatives and programs 
• Effective collaboration with other departments, as evidenced by successful joint initiatives and feedback from stakeholders 
• Consistency in following standardized processes and adoption of best practices across the team 
• Accuracy and relevance of data and insights provided to the PS team and leadership 
• Effective guidance to PSOps Analyst, as evidenced by feedback 
• SLA adherence on GTM cases and increased productivity of the PS team 

Educational & Experience Requirements 

• Bachelor’s degree in business, Operations Management, or a related field 
• 3+ years’ experience in PS Operations or a similar role in a B2B SaaS company 
• Proven track record of managing and optimizing PS processes and tools 
• Demonstrated ability to drive strategic initiatives and programs 
• Proficiency with PSA tools and technologies (e.g. Kantata, Certinia, FinancialForce).  Admin experience or desire to develop experience 
• Experience in data analysis and reporting, with proficiency in CRM systems (e.g. Salesforce) and data visualization tools (e.g. Tableau) 

Competencies & Behaviors 

• Possesses an understanding of 6sense operations and how PS plays a role 
• Deep understanding of professional services operations, including best practices for process optimization and resource management 
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights 
• Flexibility and willingness to adapt to changing priorities and new responsibilities 
• Proactive self-starter, identifying opportunities for improvement and driving initiatives forward 
• Ability to maintain and optimize efficient processes with high level of accuracy and attention to detail 
• Effective clear and concise communication style geared toward navigating fast-paced environment 
• Proven ability to work collaboratively with cross-functional teams and build strong relationships 

Base Salary Range: $101,840 to $149,366. T