Manager- SaaS Operations (32103)

The Myticas team is seeking an experienced Manager - SaaS Operations with a strong administrative background and financial orientation to oversee the day-to-day management of key SaaS applications (HubSpot, NetSuite, Salesforce) within our client's environment. This individual will ensure that Service Level Agreements (SLAs) are met, manage vendor relationships, and lead efforts to assess, troubleshoot, and implement new SaaS tools as needed. This role requires an individual with both technical and business acumen who can handle contract negotiations, maintain operational efficiencies, and ensure that all applications align with the organization's strategic goals.

Key Responsibilities:

• SaaS Application Management:
  • Oversee the administration and operation of key SaaS tools (HubSpot, NetSuite, Salesforce), ensuring smooth integration, usage, and performance within the organization.
  • Ensure that SLAs are met for all SaaS applications, including uptime, performance, and support response times.
• Vendor Relationship & Contract Management:
  • Manage vendor relationships for SaaS applications, ensuring that the terms of service are met and that contracts are renewed or renegotiated when necessary.
  • Lead contract negotiations with SaaS vendors, ensuring favorable terms and pricing that align with the company's needs.
• SaaS Tool Evaluation & Assessment:
  • Conduct assessments for new and existing SaaS tools, analyzing their relevance, functionality, and ROI in alignment with the business's requirements.
  • Provide recommendations to clients regarding new SaaS tools based on thorough evaluations, ensuring they meet the organization's operational and financial goals.
• Issue Resolution & Troubleshooting:
  • Act as the primary point of contact for troubleshooting issues with SaaS tools, ensuring that problems are resolved efficiently to minimize disruption.
  • Work with vendors and internal teams to identify root causes of issues, implement solutions, and prevent future occurrences.
• Financial Oversight & Budget Management:
  • Manage SaaS application budgets, ensuring costs stay within approved limits and provide financial reports on usage, subscriptions, and cost optimization opportunities.
  • Collaborate with finance teams to ensure that SaaS expenses align with overall financial strategies.
• Process Optimization:
  • Identify opportunities to improve workflows and operational efficiency by optimizing the use of SaaS tools.
  • Develop and implement best practices for SaaS operations to enhance system utilization, collaboration, and performance across the business.
• Team Leadership:
  • Work cross-functionally with IT, Finance, and business operations teams to ensure the effective deployment, management, and ongoing performance of SaaS applications.
  • Mentor and support junior team members, providing guidance on administrative tasks, SaaS best practices, and troubleshooting.

Qualifications & Skills:

• Experience:
  • 5 years of experience in IT operations, specifically managing SaaS applications like HubSpot, NetSuite, and Salesforce.
  • Strong background in administration and financial management of SaaS platforms.
  • Proven experience in contract negotiation and vendor management.
  • Experience in managing SLAs, ensuring service continuity, and mitigating risks associated with SaaS platforms.
• Technical & Business Skills:
  • Understanding of SaaS architecture, system integrations, and operational workflows.
  • Strong financial orientation with the ability to manage budgets, forecast costs, and optimize SaaS expenditures.
  • Experience with troubleshooting and resolving technical issues related to SaaS tools and integrations.
• Soft Skills:
  • Exceptional communication and negotiation skills with the ability to interact with both technical teams and business stakeholders.
  • Strong problem-solving abilities and attention to detail in managing day-to-day operations and troubleshooting issues.
  • Ability to manage multiple priorities and navigate the complexity of remote collaboration across teams.
• Preferred Certifications:
  • Certification in ITIL or Project Management (PMP, Agile, etc.) is a plus.
  • Salesforce Administrator or NetSuite certifications are advantageous but not required.
• Education:
  • Bachelor's degree in Information Technology, Business Administration, or a related field. Equivalent work experience will also be considered.
• Additional Information:
  • Remote with quarterly travel to client locations (primarily within the Central States).
  • All Candidates must have Lawful employment in the USA on a permanent basis without sponsorship or representation.

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