6sense is hiring a
Professional Services Operations Manager

Summary

Join our team as the PS Operations Manager and play a crucial role in driving operational excellence and supporting the strategic goals of the PS organization. As a key partner to the PS organization, you will ensure that the team has the necessary resources to deliver against key initiatives and programs using project management methodologies.

Requirements

• Bachelor's degree in Business, Operations Management, or a related field
• 2+ years experience in PS Operations or a similar role in a B2B SaaS company
• Proven track record of managing and optimizing PS processes and tools
• Demonstrated ability to drive strategic initiatives and programs
• Proficiency with PSA tools and technologies (e.g. Kantata, Certinia, FinancialForce). Admin experience or desire to develop experience
• Experience in data analysis and reporting, with proficiency in CRM systems (e.g. Salesforce) and data visualization tools (e.g. Tableau)

Responsibilities

• Support the day-to-day operations of the PS team, ensuring all processes are running smoothly and efficiently (includes Project Resourcing, Portfolio Health, Comp and supporting metrics/processes)
• Develop and standardize PS processes to ensure consistency and scalability
• Identify opportunities for process enhancements and implement best practices to increase efficiency and effectiveness within the team
• Establish and enforce quality standards for all PS deliverables, ensuring customer satisfaction
• Create and maintain documentation across PSOps and contribute to broader initiatives
• Support strategic initiatives and programs using project management methodologies to improve customer onboarding and adoption
• Partner with Analytics to develop and track KPIs to measure the effectiveness of customer success efforts
• Report on performance metrics to leadership and provide recommendations for improvement
• Support SVP, Professional Services and Senior Director, CSOps to partner across GTMOps to deliver world class end customer experiences
• Assist with management of resource allocation to ensure optimal utilization of the PS team and timely delivery of client projects
• Support with the monitoring and management of the PS budget, ensuring projects are delivered within scope and budget constraints
• Support the tools and systems used by the PS team, ensuring they are effectively supporting operational needs
• Support the selection, implementation, and management of PSA tools (e.g. Kantata) and technologies
• Ensure seamless integration of tools with other systems (e.g. Salesforce, support systems)
• Support PS on delivery of Kantata roadmap and milestone management
• Support successful delivery of PSOps workflow via project management software (e.g. Asana)
• Partner with Analytics to manage and analyze customer data to provide actionable insights and support decision-making
• Develop and maintain dashboards and reports to track key performance metrics, providing actionable insights to the PS leadership
• Triage, manage and complete cases in GTM case workflow
• Provide guidance and oversight to PSOps Analyst

Benefits

• Full-time employees can take advantage of health coverage
• Paid parental leave
• Generous paid time-off and holidays
• Quarterly self-care days off
• Stock options