Operations Analyst
2 weeks ago
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 guides
Provide analysis that supports the business objectives of the PS organization, in alignment with our team goals and desired outcomes
Assist the PS team leadership team with resource management and proactive forecasting of service hours and revenue
Identify opportunities to scale and improve team operations with a fundamental understanding of the day-to-day work requirements for all team resources
Strong attention to detail, and ability to take initiative and work independently in a fast-paced environment
Act as the subject matter expert for Rockeltane (PSA tool), and help scale platform usage in partnership with PS leaders and team resources
Continually provide suggestions to leadership to improve business and reporting processes that will keep up with changes in the organization
Lead special projects for the PS team as needed
Proficiency in Google applications, as well as Microsoft products
Strong spreadsheet skills including experience with pivot tables, analyzing and formatting data, use of filters, creating charts and graphs, and data visualization
Excellent communication and presentation skills, including comfortability working with both individual contributors and senior leaders
Education
Bachelor'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 teams
Experience with Salesforce, Professional Service Automation tools, reporting and visualization tools
Previous 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 organization
Highly organized with the ability to multitask, prioritize, and scale workload
Zealous about operations, resource success, client success, and driving internal value
Strong presentation abilities, excellent verbal and written communication skills
Comfortable with seeking help, and being proactive to find answers and solutions
Flexible, adaptable team player with strong interpersonal skills
Leadership skills and ability to work cross functionally with a diverse resource pool
Mentoring and coaching skills, performance management, team building
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