Professional Services Ops Specialist

3 weeks ago

Pune, Maharashtra, India AppZen Full time

Role: Professional Services Ops Specialist

We are looking for a Professional Services Analyst to support the operational and analytical needs of our Professional Services and Customer Success teams. This role requires a data-driven, detail-oriented professional with experience in professional services operations within a SaaS company, project management, and customer satisfaction tracking.

The ideal candidate will work with urgency and have expertise in project management tools, resource tracking, profitability analysis, and customer experience insights. This role will provide key operational and financial insights to executive leadership through dashboards and reports, ensuring efficiency in project execution, customer satisfaction, and revenue optimization.

The PS Ops Specialist will be a key member of AppZen's Professional Services (PS) and Customer Success (CS) Teams. The PS Ops Specialist will provide expert guidance and coaching to the PS and CS teams on structuring and quoting professional services engagements to implement the AppZen platform for existing customers and prospects.

Responsibilities:

  • Oversee Professional Services operations, ensuring smooth transitions from sales to implementation to customer success.
  • Use project management tools (e.g., GoodDay, Asana, Jira, Smartsheet, Monday.com) to track project milestones, deadlines, and overall execution.
  • Ensure that project statuses are updated in tracking tools like Retently and Catalyst to monitor customer satisfaction and implementation/customer success progress.
  • Collaborate with Customer Success and Professional Services teams to streamline processes and improve project delivery efficiency.
  • Train teams on the best use of project management tools (GoodDay) to ensure accuracy in project updates and time tracking.
  • Track and analyze customer satisfaction scores (CSAT, NPS, and CES) using tools like Retently and Catalyst.
  • Develop reports on customer feedback trends, identifying areas for improvement in service delivery and customer experience.
  • Work closely with Customer Success teams to address customer concerns and improve overall client engagement strategies.
  • Track resource allocation, billable hours, and utilization rates using time reporting tools (e.g., GoodDay).
  • Analyze profitability and project margins, including profit/margin by employee implementation and profit/margin by partner implementation.
  • Build and maintain financial dashboards that provide real-time visibility into project costs, revenue, and efficiency.
  • Support forecasting and budget tracking to optimize Professional Services team profitability.
  • Generate weekly executive reports and presentations covering project progress, financial insights, and customer satisfaction trends.
  • Deliver data-driven recommendations to leadership to enhance profitability, customer satisfaction, and operational efficiency.
  • Provide actionable insights on project success, risks, and improvement areas to support business growth.

Qualifications:

  • 3-5+ years of experience in Professional Services operations, Project Management, or a similar role in a SaaS company.
  • Strong knowledge of the sales lifecycle, from sales handoff to implementation to customer success transfer.
  • Experience using project management tools (GoodDay, Asana, Jira, Monday.com, Smartsheet) and resource time tracking tools.
  • Hands-on experience with customer satisfaction tracking tools (Retently, Catalyst, or similar platforms).
  • Experience with reporting & analytics tools such as Salesforce.com (SFDC).
  • Proven ability to build insightful dashboards and reports in Tableau, Power BI, or Excel to track project costs, profitability, and margins.
  • Strong understanding of financial metrics, including profitability by employee and partner implementation.
  • Excellent communication skills and ability to work cross-functionally with Professional Services, Customer Success, and Executive Leadership teams.
  • Strong analytical skills with the ability to translate complex data into actionable business insights.
  • Ability to work with urgency in a fast-paced environment, ensuring timely project tracking and reporting.

Preferred Qualifications:

  • Experience in a SaaS, technology consulting, or professional services environment.
  • Familiarity with CRM systems (Salesforce, HubSpot) and financial reporting tools.
  • Experience in process improvement and change management.
  • Data-driven mindset with expertise in financial modeling and business intelligence tools.

Why Join Us?

  • Opportunity to work closely with executive leadership, influencing key business decisions.
  • Be a key contributor in improving professional services operations and customer success tracking.
  • Gain hands-on experience in data analysis, financial planning, and operational strategy.
  • Work in a dynamic, fast-paced environment where your insights drive growth and profitability.

Additional Information:

AppZen is proud to be an Equal Opportunity and Affirmative Action employer. Our goal is to create a thriving, inclusive and diverse team where people love their work and love working together. We believe that diversity, equity, and inclusion is essential to our purpose of creating a better tomorrow. We value the uniqueness of every individual and want you to bring your whole, authentic self to work. For us, this is The Power of YOU and it reflects what we believe. AppZen's culture, people and environments are key differentiators.

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