Services Operations Manager, Post Sales Delivery
TLDR
Deliver actionable insights and data-driven solutions to optimize post-sales delivery and implementation across Partner Success and Professional Services.
Build and maintain dashboards for CSG leadership, including models & metrics related Services and Partners projects implementations, utilization, capacity planning, projects accounting, projects margins, services TTV (time to value), forecasting, and engagements health
Conduct analysis on account segmentation, capacity planning, and coverage models, to support continuous planning cycles.
Ensure data structures are optimized for accurate reporting, analysis and insights, to identify and address operational inefficiencies, and for reporting to CSG Leadership.
Services Delivery teams compensation design, planning and reporting for monthly and quarterly cycles.
Services Delivery department and individual performance KPIs reporting for weekly, monthly and QBR reviews
Develop, document, and maintain Delivery Services and Partners standard operating procedures (SOPs) and policies for data collection, storage, and reporting to drive efficiencies across teams
Support the enablement of Services and Partners methodologies, including process workflow documentation and policy development.
Partner with cross-functional teams: CIO organization (IS/BI/CoE), Sales Ops, Marketing Ops, Partners Ops, Deal Desk, Finance and Compensation teams.
Manage Services and Partners requests queue and troubleshoot operational issues as they surface
Strategize and leverage AI capabilities for key business practices to improve quality and efficiency for post sales functions.
Must have minimum 3 years experience in Professional Services or Partners Operations analytics/admin in a SaaS environment
Must have full knowledge and understanding of Professional Services Projects and Implementation Methodologies
Must have advanced Salesforce data structure knowledge and understanding
Versed in complex dashboards and reports, custom report types, calculated fields, workflows, formula fields. Lightning experience preferred
Must have advanced Excel/ Google Sheets Experience (Pivot Tables, Sum ifs, V-lookups, index matching)
Versed in Professional Services or Partner’s Projects KPIs: Forecasting, Planning, Utilization, Project Health, backlogs, Project accounting, Margins, Time-to-Value
Must Have Experience with PSA (Professional Services Automation) Tools like FinancialForce (Certinia), Mavenlink (Kentata), BigTime, Netsuite OpenAir, Connectwise PSA or similar
Must have advanced AI capabilities (preferable in Gemini & Claude)
Optional: Anaplan experience for business planning purposes
Self-starter with ability to take ownership while navigating in an ever-shifting environment
Ability to explain complex datasets and trends in clear terms to help cross-functional partners drive success using your insights
Experience providing Quantitative Data and Financial Analysis to leadership for informed decision making
Bachelor’s degree or equivalent work experience required
Our job titles may span more than one career level. The OTE for this role is between $145,000 and $165,000 including salary and variables. The actual base pay is dependent upon many factors, such as: location, training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus and benefits as part of our competitive total rewards package.
At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.
WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.
TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.
Benefits
Health Insurance
WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits.
Retirement contributions
Robust Retirement Contributions: Ask HR about the specific offerings for your region!
Paid Time Off
WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.
Remote-Friendly
Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
Wellness Stipend
Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.
WalkMe, now part of SAP, pioneers the Digital Adoption Platform (DAP) that simplifies software usage and drives technology adoption across complex digital environments. Serving over a third of Fortune 500 companies, our platform empowers organizations to maximize their digital investments and enhance user experience in enterprise applications.
- Founded
- Founded 2011
- Employees
- 500+ employees
- Industry
- computer software
- Funding stage
- Public
- Total raised
- $310M raised