Senior Services Operations Specialist

We are looking for a Senior Services Operations Specialist to be responsible for executing and operationalizing Achievers’ revenue-driving programs. This role owns the system builds, workflow execution, documentation, and operational infrastructure that enables CSMs and leaders to consistently identify, target, and act on revenue-driving opportunities.

This specialist also maintains essential operational materials (playbooks, documentation libraries, program templates, resource repositories) and supports other Services Operations administrative workflows to ensure the department runs smoothly, accurately, and at scale.

This role is ideal for someone who is highly organized, technically proficient in customer systems (e.g., Salesforce, Catalyst), and motivated by building repeatable processes that drive measurable business outcomes.

PLEASE NOTE THAT THIS IS A 12 MONTH CONTRACT

How you'll shape our Customer Operations at Achievers

• If you are someone who is highly organized, technically proficient in customer systems (e.g., Salesforce, Catalyst), and motivated by building repeatable processes that drive measurable business outcomes, this role is for you!

Revenue Program Execution

• Execute on revenue-driving operational plans including account targeting and prioritization lists, risk signaling, and opportunity routing.
• Consult on and propose operationalization improvements to drive revenue program outcomes and objectives with more accuracy, efficiency, and scalability.
• Maintain and improve workflows that support multi-stream revenue programs such as maximizing R&R investment, product growth and adoption pathways, and partner ecosystems.
• Build operational materials such as templates, assets, and resources guides for CSMs.
• Coordinate with CS and Strategic Operations leadership to ensure execution readiness across all programs.

Catalyst Playbook Builds & Operational Automation

• Build, update, and maintain Catalyst playbooks, workflows, automations, triggers, notifications, and fields that support revenue-driving motions for CS.
• Translate customer lifecycle and Share of Wallet strategies into structured, repeatable playbooks that guide CSM actions.
• Work with Rev Ops, Data Services, and Product Marketing to ensure accurate data ingestion and system hygiene.
• Troubleshoot system issues and collaborate on fixes or workflow improvements.
• Identify inefficiencies, gaps, and friction points within Catalyst to drive improvements, reducing administrative lift for CSMs.

Documentation, Tools & Resource Management

• Own and update revenue program documentation including guides, FAQs, templates, program materials, and enablement resources where applicable.
• Maintain a centralized content hub for CSMs, ensuring resources are current, accurate, and easily accessible.
• Document all workflows, triggers, and governance processes related to revenue programs, lifecycle playbooks, and Catalyst builds.

Data, Reporting & Readiness Support

• Build and run recurring reports on revenue program performance, adoption gaps, and account health.
• Support creation of dashboards or reporting summaries in partnership with cross‑functional teams.
• Run quality checks on data to ensure accuracy.

Additional Operational & Administrative Support

• Assist with additional recurring operational tasks where precision and consistency are required.
• Coordinate cross‑functional requests tied to revenue programs, ensuring deliverables stay on track.

Experience we feel will set you up for success

• 4 to 6+ years of experience in CS operations, revenue operations, program coordination, or similar SaaS operational roles.
• Experience building or maintaining workflows in Catalyst, Gainsight, Salesforce, or similar CRMs.
• Strong organizational and documentation skills that create clarity and structure.
• Comfortable working with datasets, reports, fields, and workflow dependencies.
• Ability to collaborate cross‑functionally and manage multiple work streams at once.

Who You Are

• Someone with a process mindset: you identify inefficiencies and naturally design for repeatability.
• Enjoy system building and believes operational rigor drives results.
• Strong attention to detail, especially with data, documentation,…