Senior Services Operations Analyst

Who we seek: 

This is an operations role with the Global Business Operations team that supports the Client Success organization. You will be responsible for managing services engagement tracking, support case reporting, administering LMS and PSA, and driving operational improvements that accelerate customer time to value. Well-qualified candidates will have prior experience in services operation, PSA tracking, LMS management.  Prior experience with enterprise software services or training organizations is a must.

You are self-motivated, organized, hands-on, results-driven, and intellectually curious.  You enjoy working with stakeholders of different professional disciplines, and coordinating both internal and external resources for professional services operations, administering professional services automation systems, and reporting on services, support, and training activities.

You are comfortable interacting with stakeholders at all levels of the organization: from the hands-on engineers to C-Level Leadership. Knowing how to tailor your approach depending on the target audience, you can effectively communicate both verbally and in writing to both internal and external stakeholders.

What you’ll do: 

• Serve as cross-functional liaison and facilitate relevant discussions across various BigID teams including support, services, sales, customer success, and training 
• Own end-to-end services operations processes from project scoping to engagement tracking and reporting
• Develop and own KPI reporting and dashboarding around utilization, invoicing, billable hours, and training
• Manage PSA solution to streamline processes and maintain data hygiene
• Administer learning management system including assigning purchased learning credits to new customers
• Manage training attendance, post-training tasks, and certification records 
• Assist with client support processes and reporting to maintain high-levels of responsiveness and CSAT
• Orchestrate cross-team initiatives across the extended CS organization to drive growth and deliver results

What you’ll bring: 

• 3+ years of experience in operations with enterprise software services group or management consulting
• “Self-starter” mentality with experience in fast-paced environments
• Strong analytical ability with a passion for problem-solving and process improvement
• Past experience reviewing and creating Services statements of work
• Proficiency Google Suite and Salesforce 
• Experience with Certinia or similar PSA solution
• Attention to details
• Excellent verbal and written communication skills
• Strong organization skills with the ability to manage multiple ongoing projects for various stakeholders
• English fluency (written and spoken)

Our Values:

We look for people who embody our values - Care, Do, Try & Shine.

• Care - We care about our customers and each other
• Do - We do what it takes to make a positive impact
• Try - We try our best and we don’t give up
• Shine - We shine and make it our mission always to stand out

The annual base salary range is $100,000 – $120,000. Actual salaries will vary and are based on a candidate’s qualifications, skills, and competencies. Salary is just one component of our Compensation Philosophy. Variable/Bonus Compensation & Equity Incentives align with individual and company performance.

BigBenefits: 

💻 Work from home with a global remote-first community

🏆 Global Culture Corner

🏝️ Flexible PTO and Quarterly Volunteer Days

💸  Equity Participation

🏥 100% employer-covered medical, dental, and vision options available to you

🐶 Additional insurance benefits like pet insurance and legal assistance 

📚 Learning & Development Opportunities 

💰 Fidelity Employer Sponsored 401K 

📣 Robust DEI Program with several vibrant ERG communities

🍼 Paid Parental Leave

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