Professional Services Operations Manager

Job Description

Job Description

About Workato

Workato transforms technology complexity into business opportunity. As the leader in enterprise orchestration, Workato helps businesses globally streamline operations by connecting data, processes, applications, and experiences. Its AI-powered platform enables teams to navigate complex workflows in real-time, driving efficiency and agility.

Trusted by a community of 400,000 global customers, Workato empowers organizations of every size to unlock new value and lead in today's fast-changing world. Learn how Workato helps businesses of all sizes achieve more at workato.com.

Why join us?

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.

But, we also believe in balancing productivity with self-care . That's why we offer all of our employees a vibrant and dynamic work environment along with a multitude of benefits they can enjoy inside and outside of their work lives.

If this sounds right up your alley, please submit an application. We look forward to getting to know you!

Also, feel free to check out why :

Business Insider named us an "enterprise startup to bet your career on"

Forbes' Cloud 100 recognized us as one of the top 100 private cloud companies in the world

Deloitte Tech Fast 500 ranked us as the 17th fastest growing tech company in the Bay Area, and 96th in North America

Quartz ranked us the #1 best company for remote workers

Responsibilities

We are looking for an experienced 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. Ultimately, it is the goal of the Operations Manager to build, maintain, and provide thought leadership for all critical professional services workflows. In doing so, you will play a critical role in helping guide leadership through critical business decisions.

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, liaising with business technology and vendor support to complete required activities, including :

Day-to-day management of PSA system (Certinia / FinancialForce)

Execute annual system maintenance

Upgrade system according to vendor standards, typically bi-annually

Implement 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, including development and maintenance of :

Workato's Professional Services VMT dashboard (Sigma)

Forecasting tools (SFDC / BoostUp)

Backlog analysis (NetSuite / Sigma)

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

Assist the team in adhering to strict utilization metrics

Improve estimates vs. actuals accuracy

Own all recurring processes for the Professional Services business, including :

Audits of Salesforce data to ensure operational excellence in our CRM

Assist with professional services forecasting and planning processes

Improve and enforce our rules of engagement for our sales and professional services teams to work effectively together

Assignment of internal resources and identification of need for subcontracted resources

Subcontractor interview coordination, system onboarding / offboarding, process onboarding, PO approval and creation, and invoice reconciliation

Travel & expense estimates for customer travel, including approval and invoicing of expense reports

Monthly billing and revenue recognition reviews, including Proof of Performance documentation when demanded from the client

Requirements Qualifications / Experience / Technical Skills Required

7-10 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. Candidates with experience in Certinia (previously FinancialForce) and Salesforce will be given preference.

Proven track record of creating reports and dashboards and establishing valid datasets from multiple disparate data sources (Sigma experience is a plus)

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 Characteristics

Ability 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, and willingness to take ownership of situations and problems

Preferred

Experience 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