Post Sales AI Automation Manager

Post Sales AI Automation Manager

Walk Me, now an SAP company, is hiring a Post Sales AI Automation Manager to serve as the Operations focal point for our Post-Sales Delivery functions — Partner Success and Client Solutions — while also acting as backup support to the Operations lead for Professional Services. In parallel, this role owns AI Automation strategy and execution for post-sales Delivery workflows, eliminating manual processes and replacing them with integrated, automated systems across Salesforce, our PSA platform, product data, and reporting/dashboarding tools.

This is a dual-mandate, individual-contributor role: roughly half your time is spent as the Ops backbone for Delivery (Partner Success, Client Solutions, PS) and half leveraging your AI skills & experience to build and scale an automation layer that removes friction across post-sales workflows for the broader CSG Operations team.

The CSG Operations team is the right hand of the Customer Success Group organization (all Post-Sales GTM teams) under the Chief Customer Officer. Reporting to the VP of CSG Operations, this role partners with Ops leads across Customer Success, Support, Renewals, Delivery, Scaled Success, Customer Experience & also Sales to drive data-driven decisions, operational efficiency, and scalable automation across all post-sales functions.

What You'll Own

• Delivery Operations AI Automation (Partner Success, Client Solutions, PS)
• Serve as the primary Ops focal point for Partner Success and Client Solutions, and as backup support to the Ops lead for Professional Services.
• Proven track record leading process-improvement initiatives with a clear methodology and hands-on ownership of outcomes
• Build and maintain dashboards and reporting for CSG leadership, including models and metrics for services and partner project implementations, utilization, capacity planning, project accounting, project margins, time-to-value (TTV), forecasting, and engagement health.
• Conduct analysis on account segmentation, capacity planning, and coverage models to support continuous planning cycles.
• Ensure Salesforce and PSA data structures are architected and maintained for accurate reporting, analysis, and insight generation.
• Own Delivery team compensation design, planning, and reporting for monthly and quarterly cycles.
• Own department and individual performance KPI reporting for weekly, monthly, and Q  reviews.
• Develop, document, and maintain SOPs and policies for data collection, storage, and reporting across Partner Success, Client Solutions, and Professional Services.
• Manage the Delivery Ops request queue and troubleshoot operational issues as they surface.
• Partner cross-functionally with IS/BI/CoE, Sales Ops, Marketing Ops, Partner Ops, Deal Desk, Finance, and Compensation teams.
• Serve as the focal point for AI-driven automation across post-sales Delivery workflows, identifying manual, repetitive, or error-prone processes and re-architecting them into automated, agile workflows.
• Design and implement integrated automations connecting Salesforce, the PSA platform (Certinia or similar), product/usage data, and reporting/dashboarding tools — removing swivel-chair work and manual handoffs between systems.
• Evaluate and deploy AI tools, no-code/low-code automation platforms (e.g., Salesforce Flow, Certinia automation, Workato, Zapier, or similar) and AI agents to streamline Delivery operations at scale.
• Build reusable automation playbooks and standards that other CSG Ops functions can adopt as the team matures its automation maturity.
• Partner with the CIO organization (IS/BI/CoE) and Product teams to ensure automations are scalable, governed, and aligned with enterprise data architecture.
• Track and report on efficiency gains, time saved, and process improvements delivered through automation initiatives.

What You Need to Succeed

• Minimum 3-5 years of experience in Post-Sales Operations (Professional Services, Partner Success, Client Solutions, Customer Success, or similar) in a SaaS environment.
• Full working knowledge of Delivery/Implementation functions — Professional Services, Partner Success, and Client Solutions/Technical Solutions Architecture — including…