PSA Tool Administrator

PSA Tool Administrator

Position Overview

We are seeking an experienced PSA (Professional Services Automation) SaaS Tool Consultant based in India to lead the implementation and consulting of leading PSA platforms for our mid-market clients. This role requires a proven professional with deep expertise in any one of the PSA solutions including Rocketlane, Asana, Monday.com, NetSuite OpenAir, FinancialForce, Mavenlink, and Smartsheet. The successful candidate will manage 10-15 concurrent PSA implementations for mid-market customers, ensuring adherence to best practices, quality standards, on-time delivery, and achieving customer satisfaction scores of 4.5+ out of 5.

Key Responsibilities

PSA Implementation Expertise

• Lead end-to-end PSA tool implementations for mid-market clients (500-5,000 employees) across 4-12 week project cycles
• Design and implement project management workflows, resource planning, time tracking, and financial management processes
• Oversee data migration from legacy systems and ensure data integrity throughout the implementation
• Conduct system integration planning and execution with existing CRM, ERP, and financial systems

Customer Consulting & Advisory

• Serve as trusted advisor to mid-market clients on PSA best practices and industry standards
• Conduct comprehensive business requirement analysis and gap assessments
• Design optimized business processes for project management, resource allocation, and financial tracking
• Provide strategic guidance on PSA tool selection and configuration options
• Lead business process workshops and requirement gathering sessions with key stakeholders

Project Management & Delivery Excellence

• Manage multiple concurrent PSA implementations (10-15 projects) simultaneously
• Develop detailed project plans, timelines, and resource allocation strategies
• Ensure all implementations adhere to established methodologies and quality gates
• Monitor project progress, identify risks, and implement mitigation strategies proactively
• Coordinate with cross-functional teams including technical architects, data specialists, and project managers

Customer Success & Satisfaction

• Drive customer satisfaction initiatives to achieve and maintain CSAT scores of 4.5+ out of 5
• Conduct regular customer check-ins and feedback sessions throughout implementation lifecycle
• Address customer concerns promptly and implement solutions to exceed expectations
• Lead user training sessions and knowledge transfer activities
• Ensure smooth go-live transitions and post-implementation support handoffs

Technical Configuration & Customization

• Configure PSA modules including project management, resource planning, time & expense tracking, and financial management
• Set up automated workflows, approval processes, and business rules within PSA platforms
• Design and implement custom reports, dashboards, and analytics for client-specific requirements
• Manage user roles, permissions, and security configurations
• Coordinate system testing including UAT (User Acceptance Testing) and integration testing

Quality Assurance & Process Adherence

• Follow established implementation methodologies and quality standards consistently
• Conduct thorough testing and validation of all PSA configurations before go-live
• Maintain comprehensive project documentation including requirements, configurations, and training materials
• Participate in quality reviews and process improvement initiatives
• Ensure compliance with industry standards and client-specific requirements

Required Qualifications

PSA Platform Expertise

• 4-7 years of hands-on experience implementing PSA SaaS solutions
• Proven expertise with at least 1 of the following platforms: NetSuite OpenAir, FinancialForce, Mavenlink, Rocketlane, Smartsheet
• Minimum 15-20 successful PSA implementations for mid-market clients
• Deep understanding of PSA modules: project management, resource planning, time tracking, expense management, and financial reporting
• Experience with PSA integrations to CRM, ERP, and accounting systems

Professional Services Domain Knowledge

• Strong understanding of professional services business models and operations
• Knowledge of project lifecycle management, resource optimization, and financial planning
• Familiarity with professional services KPIs: utilization rates, project profitability, billing efficiency
• Understanding of professional services industry challenges and best practices
• Experience with consulting, IT services, marketing agencies, or similar service-based organizations

Technical Skills

• Proficiency in PSA platform administration and configuration
• Experience with data migration tools and methodologies
• Knowledge of API integrations and third-party connectors
• Familiarity with business intelligence and reporting tools
• Understanding of project accounting principles and financial management

Implementation & Consulting Experience

• Proven track record of managing multiple concurrent implementations
• Experience working with senior stakeholders
• Strong business analysis and requirements gathering capabilities
• Change management experience for software implementations
• Training and knowledge transfer expertise

Soft Skills & Competencies

• Exceptional communication and presentation skills for executive-level audiences
• Strong analytical and problem-solving abilities
• Customer-focused mindset with consultative approach
• Ability to manage competing priorities and tight deadlines
• Cultural sensitivity for working with North American mid-market clients

Preferred Qualifications

• Bachelor's degree in Business, Engineering, Information Technology, or related field
• Professional certifications in relevant PSA platforms
• PMP, PRINCE2, or equivalent project management certification
• Previous consulting or professional services experience
• Experience with North American business practices and mid-market requirements
• Industry-specific experience in IT services, consulting, or marketing agencies

Performance Metrics & Success Criteria

• Achieve 4.5+ average CSAT scores across all client implementations
• Maintain 95%+ on-time delivery rate for project milestones and go-live dates
• Successfully manage 10-15 concurrent implementations without quality compromise
• Achieve 90%+ customer retention rate for implemented solutions
• Complete implementations within approved budget parameters
• Maintain process compliance score of 98%+ across all projects

Working Arrangements

• Location: India-based with flexible remote work options
• Hours: Overlap with North American business hours (EST/PST) for client interactions
• Client Interaction: Regular video conferences with mid-market clients across North America
• Travel: Minimal domestic travel may be required for team meetings or training
• Reporting: Reports to Delivery Head, Professional Services

Compensation & Benefits

• Competitive salary commensurate with experience and expertise
• Performance bonuses tied to CSAT scores and delivery excellence
• Comprehensive health and wellness benefits package
• Professional development budget for platform certifications and training
• Opportunity to work with cutting-edge PSA technologies and innovative clients
• Career advancement opportunities within growing professional services practice

Growth Opportunities

• Path to Practice Lead roles
• Opportunity to specialize in specific PSA platforms or industry verticals
• Potential for customer-facing thought leadership and speaking opportunities
• Cross-training opportunities in adjacent SaaS platforms and technologies