What are the responsibilities and job description for the Services Operations Manager, Post Sales Delivery position at WalkMe?
Build and maintain dashboards for CSG leadership, including models & metrics related Services and Partners projects implementations, utilization, capacity planning, projects accounting, projects margins, services TTV (time to value), forecasting, and engagements health
Conduct analysis on account segmentation, capacity planning, and coverage models, to support continuous planning cycles.
Ensure data structures are optimized for accurate reporting, analysis and insights, to identify and address operational inefficiencies, and for reporting to CSG Leadership.
Services Delivery teams compensation design, planning and reporting for monthly and quarterly cycles.
Services Delivery department and individual performance KPIs reporting for weekly, monthly and QBR reviews
Develop, document, and maintain Delivery Services and Partners standard operating procedures (SOPs) and policies for data collection, storage, and reporting to drive efficiencies across teams
Support the enablement of Services and Partners methodologies, including process workflow documentation and policy development.
Partner with cross-functional teams: CIO organization (IS/BI/CoE), Sales Ops, Marketing Ops, Partners Ops, Deal Desk, Finance and Compensation teams.
Manage Services and Partners requests queue and troubleshoot operational issues as they surface
Strategize and leverage AI capabilities for key business practices to improve quality and efficiency for post sales functions.
Must have minimum 3 years experience in Professional Services or Partners Operations analytics/admin in a SaaS environment
Must have full knowledge and understanding of Professional Services Projects and Implementation Methodologies
Must have advanced Salesforce data structure knowledge and understanding
Versed in complex dashboards and reports, custom report types, calculated fields, workflows, formula fields. Lightning experience preferred
Must have advanced Excel/ Google Sheets Experience (Pivot Tables, Sum ifs, V-lookups, index matching)
Versed in Professional Services or Partner’s Projects KPIs: Forecasting, Planning, Utilization, Project Health, backlogs, Project accounting, Margins, Time-to-Value
Must Have Experience with PSA (Professional Services Automation) Tools like FinancialForce (Certinia), Mavenlink (Kentata), BigTime, Netsuite OpenAir, Connectwise PSA or similar
Must have advanced AI capabilities (preferable in Gemini & Claude)
Optional: Anaplan experience for business planning purposes
Self-starter with ability to take ownership while navigating in an ever-shifting environment
Ability to explain complex datasets and trends in clear terms to help cross-functional partners drive success using your insights
Experience providing Quantitative Data and Financial Analysis to leadership for informed decision making
Bachelor’s degree or equivalent work experience required
- At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
- Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
- Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
- Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
- Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.
- WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.
- WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
- WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.
- Robust Retirement Contributions: Ask HR about the specific offerings for your region!
- SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.
We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.
Salary : $145,000 - $165,000