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Senior Services Operations Analyst - Remote Eligible
Own end-to-end services operations processes to enhance customer engagement and reporting.
AustinRemote
Senior
$100,000 - 120,000 USD / year
2 weeks ago
✨ About The Role
- The Senior Services Operations Analyst will serve as a cross-functional liaison, facilitating discussions across various teams including support, services, sales, customer success, and training.
- The role involves owning end-to-end services operations processes from project scoping to engagement tracking and reporting.
- The candidate will develop and manage KPI reporting and dashboarding around utilization, invoicing, billable hours, and training.
- Responsibilities include managing the PSA solution to streamline processes and maintain data hygiene.
- The analyst will administer the learning management system, including assigning purchased learning credits to new customers.
- The role also involves managing training attendance, post-training tasks, and certification records.
- Assisting with client support processes and reporting to maintain high levels of responsiveness and customer satisfaction is a key responsibility.
- The candidate will orchestrate cross-team initiatives across the extended customer success organization to drive growth and deliver results.
âš¡ Requirements
- The ideal candidate will have at least 3 years of experience in operations within an enterprise software services group or management consulting.
- A self-starter mentality is essential, as the role requires working in a fast-paced environment.
- Strong analytical skills and a passion for problem-solving and process improvement are crucial for success in this position.
- The candidate should have experience in reviewing and creating services statements of work.
- Proficiency in Google Suite and Salesforce is required, along with experience using Certinia or a similar PSA solution.
- Attention to detail and excellent verbal and written communication skills are necessary for effective stakeholder interaction.
- Strong organizational skills are important to manage multiple ongoing projects for various stakeholders.
- Fluency in English, both written and spoken, is a must.
Senior Services Operations Analyst - Remote Eligible
AustinRemote
$100,000 - 120,000 USD / year
Strategy & Ops
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