Operations Analyst

3 weeks ago

Coimbatore, India Responsive Full time
About Responsive

Responsive (formerly RFPIO) is the global leader in strategic response management software, transforming how organizations share and exchange critical information. The AI-powered Responsive Platform is purpose-built to manage responses at scale, empowering companies across the world to accelerate growth, mitigate risk and improve employee experiences. Nearly 2,000 customers have standardized on Responsive to respond to RFPs, RFIs, DDQs, ESGs, security questionnaires, ad hoc information requests and more. Responsive is headquartered in Portland, OR, with additional offices in Kansas City, MO and Coimbatore, India. Learn more at responsive.io.

Essential Responsibilities

Own all weekly and monthly reporting for the PS team, including tracking of core metrics and team goals (durations, hours, service revenue, utilization metrics, CSAT scores, and more)Support process improvement initiatives within the PS team and cross-functionally, and create appropriate documentation and best practice guidesProvide analysis that supports the business objectives of the PS organization, in alignment with our team goals and desired outcomesAssist the PS team leadership team with resource management and proactive forecasting of service hours and revenueIdentify opportunities to scale and improve team operations with a fundamental understanding of the day-to-day work requirements for all team resourcesStrong attention to detail, and ability to take initiative and work independently in a fast-paced environmentAct as the subject matter expert for Rockeltane (PSA tool), and help scale platform usage in partnership with PS leaders and team resourcesContinually provide suggestions to leadership to improve business and reporting processes that will keep up with changes in the organizationLead special projects for the PS team as neededProficiency in Google applications, as well as Microsoft productsStrong spreadsheet skills including experience with pivot tables, analyzing and formatting data, use of filters, creating charts and graphs, and data visualizationExcellent communication and presentation skills, including comfortability working with both individual contributors and senior leaders

EducationBachelor's degree in a related field.

Experience

2 to 4 years experience in Operation for a Professional Services department (SaaS company strongly preferred)Demonstrated success working to improve operations for client-facing teamsExperience with Salesforce, Professional Service Automation tools, reporting and visualization toolsPrevious experience in a data-driven, analytics-centric role

Knowledge, Ability & Skills .

Self-starter with a proven track record of driving customer success in SaaS companies and/or project management and driving adoption of technology within an organizationHighly organized with the ability to multitask, prioritize, and scale workloadZealous about operations, resource success, client success, and driving internal valueStrong presentation abilities, excellent verbal and written communication skillsComfortable with seeking help, and being proactive to find answers and solutionsFlexible, adaptable team player with strong interpersonal skillsLeadership skills and ability to work cross functionally with a diverse resource poolMentoring and coaching skills, performance management, team building

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