Professional Services Strategy & Operations Program Manager

Professional Services Strategy & Operations Program Manager

Requirements

• 3+ years of experience in Professional Services or Customer Success operations, program management, or a related field.
• Proven track record of designing and managing programs that drive measurable results.
• Experience partnering with cross functional engineering and data science teams to create automations with critical business systems like Salesforce, NetSuite, Workato / Make, and Snowflake.
• Strong analytical skills with experience in data analysis, reporting, and KPI tracking.
• Advanced proficiency with spreadsheet programs like Google Sheets and Microsoft Excel, specifically using them to surface persuasive, data-driven insights for organizational leaders.
• Experience with Business Intelligence tools like Tableau and Mode.
• Experience enabling internal teams on process, tools, and playbooks.
• Proficiency with Customer Success tools and familiarity with CRM systems (e.g., Salesforce, Rocketlane).
• Excellent project management skills with the ability to manage multiple initiatives simultaneously.
• Strong communication and collaboration skills—able to work effectively with cross-functional teams.
• Passion for customer success and professional services and operational excellence, with a proactive and solution-oriented mindset.

Responsibilities

• Build a staffing model for both the Implementation and Technical Services teams based on level of work and accurately account for IM and CSE capacity in a dynamic model.
• Provide management real time insight on capacity and help them staff projects to ensure on-time delivery.
• Proactively alert managers when ICs are becoming overloaded with work.
• Creation, iteration, finalization of SOWs.
• Build toward modular, easy-to-configure templates to quickly speed up SOW creation.
• Report on SOW fidelity on a per-project basis to understand if our SOWs are consistently being followed.
• Create a simple and easy SOW amendment process.
• Partner with finance on billing operations on unique billing situations to ensure that finance has proper data pipelines to invoice customers correctly.
• Own operations for PS and Implementation NPS, including regular reporting of analysis to PS management, Product, and Engineering.
• Key partner in driving operations around the development and efficacy of the implementation risk program.
• Partner with engineering to develop a system to automate the initialization activities when a new customer organization is created in our database.
• Partner with the Implementation team to develop analysis and assets to include in our pre- and post-launch materials for customers.
• Develop and maintain core delivery metrics for tracking efficacy across various professional services projects, including customer sentiment, SOW performance, and margin analysis.
• Consistently review utilization of professional services hours by customers on our services subscription packages and make proactive recommendations to Professional Services and Sales for upsell opportunities.
• Provide analysis on ideal workload for hitting time-based deadlines.
• Build and maintain dashboards, reports, and alerts for various professional services initiatives.
• Become Rocketlane administrator and own the creation and maintenance of the customer portal in Rocketlane.
• Create and maintain the Rocketlane templates for all the various implementation and SOW projects.
• Create, maintain, and monitor the efficacy of implementation Rattle alerts.
• Assist with the creation and maintenance of Professional Services-specific Slack workspaces.
• Partner with GTM Ops and Customer Success Ops to ensure professional services integrations with Salesforce are operational.

Preferred Qualifications

• Bonus: Experience in SaaS, AI, or enterprise technology environments.