Senior Professional Services Operations ManagerAbout WorkatoWorkato is the only integration and automation platform that is as simple as it is powerful — and because it's built to power the largest enterprises, it is quite powerful. Simultaneously, it's a low-code/no-code platform. This empowers any user (dev/non-dev) to painlessly automate workflows across any apps and databases. We're proud to be named a leader by both Forrester and Gartner and trusted by 7,000+ of the world's top brands such as Box, Grab, Slack, and more. Ultimately, Workato believes in fostering a flexible, trust-oriented culture that empowers everyone to take full ownership of their roles. We are driven by innovation and looking for team players who want to actively build our company. If this sounds right up your alley, please submit an application. We look forward to getting to know you!
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This role requires you to work till US PST noon time (i.e. 7:00pm - 4:00am Manila Time) ResponsibilitiesWe are looking for an experienced Senior Professional Services Operations Manager to join our growing global Professional Services team. A Workato Operations Manager is essential to the growth of our business and plays an integral role in helping our organization scale. As a Workato Operations Manager, you will be a key business partner for building and maintaining critical workstreams to support the professional services organization. You will partner closely with professional services global leadership to understand operational strategy, execute process improvement initiatives, optimize reporting, and ensure thorough resource management.
The primary goal of the Operations Manager is to optimize the efficiency of the professional services department and provide tools for leadership to report on the state of the business. This includes ownership of the Professional Services Automation (PSA) system, reporting/data analysis tools, department resource management, and recurring professional services business activities.
In this role, you will also be responsible to:
Act as business partner and process improvement leader for the fast-growing, global, complex Professional Services organization by becoming the subject matter expert in systems used by the organization.Serve as the Professional Services Automation (PSA) system administrator, including day-to-day management of PSA system (Certinia/FinancialForce), executing annual system maintenance, upgrading the system according to vendor standards, implementing net-new workflows and workflow changes as required by the business.Create and build automations to fuel efficiency across the company, typically built on Workato's platform.Provide thought leadership to business leadership via implementation of dashboards and reporting, proactive proposals to improve existing processes, and implementation of process improvements to scale along with our growing business.Ownership of all Professional Services reporting and data analysis tools to ensure effective scale of the team and alignment with business priorities.Own all resource management activities for the Professional Services team, including partnership with Professional Services leadership and FP&A leadership to build and maintain services capacity model.Lead weekly resource management calls and assist the team in adhering to strict utilization metrics.Own all recurring processes for the Professional Services business.RequirementsQualifications / Experience / Technical SkillsRequired5+ years of experience with professional services resource management.3+ years of experience as a system administrator (or similar) for a Professional Services Automation (PSA) system.Proven track record of creating reports and dashboards and establishing valid datasets from multiple disparate data sources.Highly collaborative and excels in complex, matrixed environments.Communication skills to effectively communicate with technical and business stakeholders alike.Ability to work in US time-zones.Soft Skills / Personal CharacteristicsAbility to thrive in a fast-paced, high growth and unpredictable environment.Strong interpersonal skills with the ability to convey and relate ideas to others and work in a collaborative and cross-functional environment.Excellent verbal and written communication skills and the ability to communicate ideas visually and create and conduct internal presentations.Self-starter and ability to work independently and as part of a distributed team.PreferredExperience having grown a professional services team.Experience having worked in a start-up environment.High-level understanding of key applications such as Salesforce CRM, Netsuite Zone Billing, and BoostUp.Workato experience, or similar integration and automation tools.Knowledge of the iPaaS industry.
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