Professional Services Operations Manager - 6Sense

Job Purpose

The PS Operations Manager is responsible for building, optimizing, and managing the operational processes of the PS team. This individual will create and streamline workflows, improve efficiency, and ensure the successful sales and delivery of professional services to our customers. This role is crucial in driving operational excellence and supporting the strategic goals of the PS organization and will act as a partner to the PS organization, ensuring that the team has the necessary resources to deliver against key initiatives and programs using project management methodologies.

Responsibilities & Accountabilities

Operational Excellence

• Support the day-to-day operations of the PS team, ensuring all processes are running smoothly and efficiently (includes Project Resourcing, Portfolio Health, Comp and supporting metrics/processes)
• Develop and standardize PS processes to ensure consistency and scalability
• Identify opportunities for process enhancements and implement best practices to increase efficiency and effectiveness within the team
• Establish and enforce quality standards for all PS deliverables, ensuring customer satisfaction
• Create and maintain documentation across PSOps and contribute to broader initiatives

Project Coordination

• Support strategic initiatives and programs using project management methodologies to improve customer onboarding and adoption
• Partner with Analytics to develop and track KPIs to measure the effectiveness of customer success efforts
• Report on performance metrics to leadership and provide recommendations for improvement
• Support SVP, Professional Services and Senior Director, CSOps to partner across GTMOps to deliver world-class end customer experiences

Resource Management

• Assist with management of resource allocation to ensure optimal utilization of the PS team and timely delivery of client projects

Budget Management

• Support with the monitoring and management of the PS budget, ensuring projects are delivered within scope and budget constraints

Tool and System Management

• Support the tools and systems used by the PS team, ensuring they are effectively supporting operational needs
• Support the selection, implementation, and management of PSA tools (e.g., Kantata) and technologies
• Ensure seamless integration of tools with other systems (e.g., Salesforce, support systems)
• Support PS on delivery of Kantata roadmap and milestone management
• Support successful delivery of PSOps workflow via project management software (e.g., Asana)

Data Management and Analysis

• Partner with Analytics to manage and analyze customer data to provide actionable insights and support decision-making
• Develop and maintain dashboards and reports to track key performance metrics, providing actionable insights to the PS leadership

Case Management

• Triage, manage and complete cases in GTM case workflow
• Provide guidance and oversight to PSOps Analyst

Performance Measurements

• Successful delivery of declared strategic initiatives and programs
• Effective collaboration with other departments, as evidenced by successful joint initiatives and feedback from stakeholders
• Consistency in following standardized processes and adoption of best practices across the team
• Accuracy and relevance of data and insights provided to the PS team and leadership
• Effective guidance to PSOps Coordinator, as evidenced by feedback
• SLA adherence on GTM cases and increased productivity of the PS team

Educational & Experience Requirements

• Bachelor's degree in Business, Operations Management, or a related field
• 2+ years experience in PS Operations or a similar role in a B2B SaaS company
• Proven track record of managing and optimizing PS processes and tools
• Demonstrated ability to drive strategic initiatives and programs
• Proficiency with PSA tools and technologies (e.g., Kantata, Certinia, FinancialForce). Admin experience or desire to develop experience
• Experience in data analysis and reporting, with proficiency in CRM systems (e.g., Salesforce) and data visualization tools (e.g., Tableau)

Competencies & Behaviors

• Possesses an understanding of 6sense operations and how PS plays a role
• Understanding of professional services operations, including best practices for process optimization and resource management
• Strong analytical and problem-solving skills with the ability to translate data into actionable insights
• Flexibility and willingness to adapt to changing priorities and new responsibilities
• Proactive self-starter, identifying opportunities for improvement and driving initiatives forward
• Ability to maintain and optimize efficient processes with a high level of accuracy and attention to detail
• Effective clear and concise communication style geared toward navigating a fast-paced environment
• Proven ability to work collaboratively with cross-functional teams and build strong relationships

Base Salary Range: $72,924 to $106,955. The base salary range represents the anticipated low and high end of the base salary range for this position. Actual salaries may vary and may be above or below the range based on various factors, including but not limited to work location and experience. The base salary is one component of 6sense’s total compensation package for this position. Other compensation may include a bonus program or commission plan, and stock options if approved by 6sense’s board. In addition, 6sense provides a variety of benefits, including generous health insurance coverage, life, and disability insurance, a 401K employer matching program, paid holidays, self-care days, and paid time off (PTO).