Senior Operations Manager, Professional Services

NOTE:
This role requires you to work till US PST noon time (i.e. 7:00pm - 4:00pm Manila Time)

Responsibilities

We are looking for an experienced Operations Manager to join our growing global Professional Services team. A Workato Operations Manager is essential to the growth of our business and plays an integral role in helping our organization scale.  As a Workato Operations Manager, you will be a key business partner for building and maintaining critical workstreams to support the professional services organization.  You will partner closely with professional services global leadership to understand operational strategy, execute process improvement initiatives, optimize reporting, and ensure thorough resource management.  

The primary goal of the Operations Manager is to optimize the efficiency of the professional services department and provide tools for leadership to report on the state of the business.  This includes ownership of the Professional Services Automation (PSA) system, reporting/data analysis tools, department resource management, and recurring professional services business activities.  Ultimately, it is the goal of the Operations Manager to build, maintain, and provide thought leadership for all critical professional services workflows.  In doing so, you will play a critical role in helping guide leadership through critical business decisions. 

In this role, you will also be responsible to:

• Act as business partner and process improvement leader for the fast-growing, global, complex Professional Services organization by becoming the subject matter expert in systems used by the organization

• Serve as the Professional Services Automation (PSA) system administrator, liaising with business technology and vendor support to complete required activities, including:

• Day-to-day management of PSA system (Certinia/FinancialForce)

• Execute annual system maintenance

• Upgrade system according to vendor standards, typically bi-annually

• Implement net-new workflows and workflow changes as required by the business

• Create and build automations to fuel efficiency across the company, typically built on Workato’s platform

• Provide thought leadership to business leadership via implementation of dashboards and reporting, proactive proposals to improve existing processes and implementation of process improvements to scale along with our growing business

• Ownership of all Professional Services reporting and data analysis tools to ensure effective scale of the team and alignment with business priorities, including development and maintenance of:

• Workato’s Professional Services VMT dashboard (Sigma)

• Forecasting tools (SFDC/BoostUp)

• Backlog analysis (NetSuite/Sigma)

• Own all resource management activities for the Professional Services team, including:

• Partnership with Professional Services leadership and FP&A leadership to build and maintain services capacity model

• Lead weekly resource management calls

• Assist the team in adhering to strict utilization metrics

• Improve estimates vs. actuals accuracy

• Own all recurring processes for the Professional Services business, including:

• Audits of Salesforce data to ensure operational excellence in our CRM

• Assist with professional services forecasting and planning processes

• Improve and enforce our rules of engagement for our sales and professional services teams to work effectively together

• Assignment of internal resources and identification of need for subcontracted resources

• Subcontractor interview coordination, system onboarding/offboarding, process onboarding, PO approval and creation, and invoice reconciliation

• Travel & expense estimates for customer travel, including approval and invoicing of expense reports

• Monthly billing and revenue recognition reviews, including Proof of Performance documentation when demanded from the client

Requirements

Qualifications / Experience / Technical Skills

Required

• 5+ years of experience with professional services resource management

• 3+ years of experience as a system administrator (or similar) for a Professional Services Automation (PSA) system.  Candidates with experience in Certinia (previously FinancialForce) and Salesforce will be given preference.

• Proven track record of creating reports and dashboards and establishing valid datasets from multiple disparate data sources (Sigma experience is a plus)

• Highly collaborative and excels in complex, matrixed environments

• Communication skills to effectively communicate with technical and business stakeholders alike

• Ability to work in US time-zones

Soft Skills / Personal Characteristics

• Ability to thrive in a fast-paced, high growth and unpredictable environment

• Strong interpersonal skills with the ability to convey and relate ideas to others and work in a collaborative and cross-functional environment

• Excellent verbal and written communication skills and the ability to communicate ideas visually and create and conduct internal presentations

• Self-starter and ability to work independently and as part of a distributed team, and willingness to take ownership of situations and problems

Preferred

• Experience having grown a professional services team

• Experience having worked in a start-up environment

• High-level understanding of key applications such as Salesforce CRM, Netsuite Zone Billing, and BoostUp

• Workato experience, or similar integration and automation tools

• Knowledge of the iPaaS industry