Senior Services Operations Analyst

Summary

Join BigID's Global Business Operations team as a Services Operations Manager supporting the Client Success organization. You will manage services engagement tracking, support case reporting, administer LMS and PSA, and drive operational improvements. This role requires experience in services operations, PSA tracking, and LMS management, along with strong analytical and communication skills. You will be a cross-functional liaison, developing KPI reporting and dashboards, managing the PSA solution, and administering the learning management system. BigID offers a remote-first work environment, flexible PTO, equity participation, comprehensive health benefits, and various other perks.

Requirements

• 3+ years of experience in operations with enterprise software services group or management consulting
• ���Self-starter” mentality with experience in fast-paced environments
• Strong analytical ability with a passion for problem-solving and process improvement
• Past experience reviewing and creating Services statements of work
• Proficiency Google Suite and Salesforce
• Experience with Certinia or similar PSA solution
• Attention to details
• Excellent verbal and written communication skills
• Strong organization skills with the ability to manage multiple ongoing projects for various stakeholders
• English fluency (written and spoken)

Responsibilities

• Serve as cross-functional liaison and facilitate relevant discussions across various BigID teams including support, services, sales, customer success, and training
• Own end-to-end services operations processes from project scoping to engagement tracking and reporting
• Develop and own KPI reporting and dashboarding around utilization, invoicing, billable hours, and training
• Manage PSA solution to streamline processes and maintain data hygiene
• Administer learning management system including assigning purchased learning credits to new customers
• Manage training attendance, post-training tasks, and certification records
• Assist with client support processes and reporting to maintain high-levels of responsiveness and CSAT
• Orchestrate cross-team initiatives across the extended CS organization to drive growth and deliver results

Benefits

• Work from home with a global remote-first community
• Flexible PTO and Quarterly Volunteer Days
• Equity Participation
• 100% employer-covered medical, dental, and vision options available to you
• Additional insurance benefits like pet insurance and legal assistance
• Learning & Development Opportunities
• Fidelity Employer Sponsored 401K
• Paid Parental Leave