Services Operations Manager, Post Sales Delivery

CSG Strategy & Operations - Raleigh / New York City / Austin

Industry leader? Well, how about an industry creator?!

At Walk Me, now an SAP company, we’re not just the leader in digital adoption, we started the digital adoption revolution - enabling organizations to pinpoint and resolve digital friction, regain control of their tech stack, and be better equipped to manage future change. With over 1,600 clients, including 55 Fortune 100 companies and 6 Fortune 10 companies working with us daily, we’re transforming how enterprises interact with their technology.

So, if you’re an expert in your field, and looking for an opportunity to work, collaborate, and innovate with some of the most talented people out there, Walk Me is the place for you!

Walk Me is looking for a Services Operations Manager (Post Sales Delivery) to join our growing Customer Success Group (CSG) Operations team. The CSG Operations team is the right hand of the Customer Success Group organization under the Chief Customer Officer. Reporting to the VP of CSG Operations, you'll focus on delivering actionable insights and data driven solutions to optimize post sales Delivery and Implementation (Partner Success, Professional Services, and Technical Solutions Architecture).

You will help guide our decisions with passion, data-driven analysis, and thoughtful recommendations. You'll work with a diverse cast in our CSG Ops organization to help guide the growth and performance of post sales functions within CSG.

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 Q  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 Financial Force (Certinia), Mavenlink (Kentata), Big Time, Netsuite Open Air, 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…