Services Operations Manager, Post Sales Delivery

About the role

WalkMe is an industry leader and creator, now part of SAP, focused on digital adoption and transformation. We empower organizations to interact seamlessly with their technology, serving over 1,600 clients including 55 Fortune 100 companies and 6 Fortune 10 companies.

Responsibilities

• Build and maintain dashboards for CSG leadership, including models & metrics related to 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.
• Design, plan, and report on Services Delivery teams compensation for monthly and quarterly cycles.
• Report on Services Delivery department and individual performance KPIs 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.
• 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 arise.
• Strategize and leverage AI capabilities for key business practices to improve quality and efficiency for post sales functions.

Requirements

• Minimum 3 years experience in Professional Services or Partners Operations analytics/admin in a SaaS environment.
• Full knowledge and understanding of Professional Services Projects and Implementation Methodologies.
• Advanced Salesforce data structure knowledge and understanding.
• Versed in complex dashboards and reports, custom report types, calculated fields, workflows, formula fields. Lightning experience preferred.
• 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.
• Advanced AI capabilities (preferable in Gemini & Claude).

Qualifications

• Bachelor’s degree or equivalent work experience required.

Skills

• Data analysis and reporting.
• Project management and implementation methodologies.
• Advanced Excel/Google Sheets skills.
• Experience with PSA tools.
• Advanced AI capabilities.

Benefits

WalkMe offers a competitive total rewards package, including a base pay range of $145,000 to $165,000, depending on various factors. The company supports a hybrid work arrangement, professional development, and comprehensive health coverage options.

Pay

The base pay range is subject to change and may be modified in the future.

Schedule

WalkMe offers a flexible hybrid work schedule to balance remote work and in-person collaboration.