Services Operations Manager, Post Sales Delivery

Industry leader? Well, how about an industry creator?! At WalkMe, now an SAP company, we’re not just the leader in digital adoption, we started the digital adoption revolution - enabling organizations to pinpoint and resolve digital friction, regain control of their tech stack, and be better equipped to manage future change. With over 1,600 clients, including 55 Fortune 100 companies and 6 Fortune 10 companies working with us daily, we’re transforming how enterprises interact with their technology. So, if you’re an expert in your field, and looking for an opportunity to work, collaborate, and innovate with some of the most talented people out there, WalkMe is the place for you! WalkMe is looking for a Services Operations Manager (Post Sales Delivery) to join our growing Customer Success Group (CSG) Operations team. The CSG Operations team is the right hand of the Customer Success Group organization under the Chief Customer Officer. Reporting to the VP of CSG Operations, you'll focus on delivering actionable insights and data driven solutions to optimize post sales Delivery and Implementation (Partner Success, Professional Services, and Technical Solutions Architecture). You will help guide our decisions with passion, data-driven analysis, and thoughtful recommendations. You'll work with a diverse cast in our CSG Ops organization to help guide the growth and performance of post sales functions within CSG. Our job titles may span more than one career level. The OTE for this role is between $145,000 and $165,000 including salary and variables. The actual base pay is dependent upon many factors, such as: location, training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus and benefits as part of our competitive total rewards package. At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success. WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately. TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role. What You'll Own Build and maintain dashboards for CSG leadership, including models & metrics related Services and Partners projects implementations, utilization, capacity planning, projects accounting, projects margins, services TTV (time to value), forecasting, and engagements health Conduct analysis on account segmentation, capacity planning, and coverage models, to support continuous planning cycles. Ensure data structures are optimized for accurate reporting, analysis and insights, to identify and address operational inefficiencies, and for reporting to CSG Leadership. Services Delivery teams compensation design, planning and reporting for monthly and quarterly cycles. Services Delivery department and individual performance KPIs reporting for weekly, monthly and QBR reviews Develop, document, and maintain Delivery Services and Partners standard operating procedures (SOPs) and policies for data collection, storage, and reporting to drive efficiencies across teams Support the enablement of Services and Partners methodologies, including process workflow documentation and policy development. Partner with cross-functional teams: CIO organization (IS/BI/CoE), Sales Ops, Marketing Ops, Partners Ops, Deal Desk, Finance and Compensation teams. Manage Services and Partners requests queue and troubleshoot operational issues as they surface Strategize and leverage AI capabilities for key business practices to improve quality and efficiency for post sales functions. What You Need to Succeed Must have minimum 3 years experience in Professional Services or Partners Operations analytics/admin in a SaaS environment Must have full knowledge and understanding of Professional Services Projects and Implementation Methodologies Must have advanced Salesforce data structure knowledge and understanding Versed in complex dashboards and reports, custom report types, calculated fields, workflows, formula fields. Lightning experience preferred Must have advanced Excel/ Google Sheets Experience (Pivot Tables, Sum ifs, V-lookups, index matching) Versed in Professional Services or Partner’s Projects KPIs: Forecasting, Planning, Utilization, Project Health, backlogs, Project accounting, Margins, Time-to-Value Must Have Experience with PSA (Professional Services Automation) Tools like FinancialForce (Certinia), Mavenlink (Kentata), BigTime, Netsuite OpenAir, Connectwise PSA or similar Must have advanced AI capabilities (preferable in Gemini & Claude) Optional: Anaplan experience for business planning purposes Self-starter with ability to take ownership while navigating in an ever-shifting environment Ability to explain complex datasets and trends in clear terms to help cross-functional partners drive success using your insights Experience providing Quantitative Data and Financial Analysis to leadership for informed decision making Bachelor’s degree or equivalent work experience required What Sets Us Apart At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace. Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work. Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community. Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering. Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long. WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce. WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge. WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance. Robust Retirement Contributions: Ask HR about the specific offerings for your region! SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.

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      "text": "What You'll Own",
      "content": "<div>\n\n<li>\n<p>Build and maintain dashboards for CSG leadership, including models &amp; metrics related Services and Partners projects implementations, utilization, capacity planning, projects accounting, projects margins, services TTV (time to value), forecasting, and engagements health</p>\n</li>\n<li>\n<p>Conduct analysis on account segmentation, capacity planning, and coverage models, to support continuous planning cycles.</p>\n</li>\n<li>\n<p>Ensure data structures are optimized for accurate reporting, analysis and insights, to identify and address operational inefficiencies, and for reporting to CSG Leadership.</p>\n</li>\n<li>\n<p>Services Delivery teams compensation design, planning and reporting for monthly and quarterly cycles.</p>\n</li>\n<li>\n<p>Services Delivery department and individual performance KPIs reporting for weekly, monthly and QBR reviews&nbsp;</p>\n</li>\n<li>\n<p>Develop, document, and maintain Delivery Services and Partners standard operating procedures (SOPs) and policies for data collection, storage, and reporting to drive efficiencies across teams</p>\n</li>\n<li>\n<p>Support the enablement of Services and Partners methodologies, including process workflow documentation and policy development.</p>\n</li>\n<li>\n<p>Partner with cross-functional teams: CIO organization (IS/BI/CoE), Sales Ops, Marketing Ops, Partners Ops, Deal Desk, Finance and Compensation teams.</p>\n</li>\n<li>\n<p>Manage Services and Partners requests queue and troubleshoot operational issues as they surface</p>\n</li>\n<li>\n<p>Strategize and leverage AI capabilities for key business practices to improve quality and efficiency for post sales functions.</p>\n</li>\n\n</div>"
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      "text": "What You Need to Succeed",
      "content": "<div>\n\n<li>\n<p>Must have minimum 3 years experience in Professional Services or Partners Operations analytics/admin in a SaaS environment</p>\n</li>\n<li>\n<p>Must have full knowledge and understanding of Professional Services Projects and Implementation Methodologies</p>\n</li>\n<li>\n<p>Must have advanced Salesforce data structure knowledge and understanding</p>\n</li>\n<li>\n<p>Versed in complex dashboards and reports, custom report types, calculated fields, workflows, formula fields. Lightning experience preferred</p>\n</li>\n<li>\n<p>Must have advanced Excel/ Google Sheets Experience (Pivot Tables, Sum ifs, V-lookups, index matching)</p>\n</li>\n<li>\n<p>Versed in Professional Services or Partner’s Projects KPIs: Forecasting, Planning, Utilization, Project Health, backlogs, Project accounting, Margins, Time-to-Value</p>\n</li>\n<li>\n<p>Must Have Experience with PSA (Professional Services Automation) Tools like FinancialForce (Certinia), Mavenlink (Kentata), BigTime, Netsuite OpenAir, Connectwise PSA or similar</p>\n</li>\n<li>\n<p>Must have advanced AI capabilities (preferable in Gemini &amp; Claude)</p>\n</li>\n<li>\n<p>Optional: Anaplan experience for business planning purposes</p>\n</li>\n<li>\n<p>Self-starter with ability to take ownership while navigating in an ever-shifting environment</p>\n</li>\n<li>\n<p>Ability to explain complex datasets and trends in clear terms to help cross-functional partners drive success using your insights</p>\n</li>\n<li>\n<p>Experience providing Quantitative Data and Financial Analysis to leadership for informed decision making&nbsp;</p>\n</li>\n<li>\n<p>Bachelor’s degree or equivalent work experience required</p>\n</li>\n\n</div>"
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      "text": "What Sets Us Apart",
      "content": "\n<li>At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more.&nbsp; We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.</li>\n<li>Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.</li>\n<li>Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.</li>\n<li>Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.</li>\n<li>Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.</li>\n<li>WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.</li>\n<li>WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.</li>\n<li>WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.</li>\n<li>Robust Retirement Contributions: Ask HR about the specific offerings for your region!</li>\n<li>SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.</li>\n"
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