Professional Services - Operations
Professional Services - Operations
Posted on :
06-04-2025
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1 Vacancy
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Job Description
AppZen is the leader in autonomous spendtopay software. Its patented artificial intelligence accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable expense and card workflows to read understand and make realtime decisions based on your unique spend profile leading to faster processing times and fewer instances of fraud or wasteful spend. Global enterprises including onethird of the Fortune 500 use AppZens invoice expense and card transaction solutions to replace manual finance processes and accelerate the speed and agility of their businesses. To learn more visit us atwww.appzen.
Professional Services Ops Specialist :
- We are looking for a Professional Services Analyst to support the operational and analytical needs of our Professional Services and Customer Success teams.
- This role requires a datadriven detailoriented professional with experience in professional services operations within a SaaS company project management and customer satisfaction tracking.
- The ideal candidate will work with urgency and have expertise in project management tools resource tracking profitability analysis and customer experience insights.
- This role will provide key operational and financial insights to executive leadership through dashboards and reports ensuring efficiency in project customer satisfaction and revenue optimization.
- The PS Ops Specialist will be a key member of AppZens Professional Services (PS) and Customer Success (CS) Teams.
- The PS Ops Specialist will provide expert guidance and coaching to the PS and CS teams on structuring and quoting professional services engagements to implement the AppZen platform for existing customers and prospects.
Responsibilities :
- Oversee Professional Services operations ensuring smooth transitions from sales to implementation to customer success.
- Use project management tools (e.g. GoodDay Asana Jira Smartsheet Monday) to track project milestones deadlines and overall .
- Ensure that project statuses are updated in tracking tools like Retently and Catalyst to monitor customer satisfaction and implementation/customer success progress.
- Collaborate with Customer Success and Professional Services teams to streamline processes and improve project delivery efficiency.
- Train teams on the best use of project management tools (GoodDay) to ensure accuracy in project updates and time tracking.
- Track and analyze customer satisfaction scores (CSAT NPS and CES) using tools like Retently and Catalyst.
- Develop reports on customer feedback trends identifying areas for improvement in service delivery and customer experience.
- Work closely with Customer Success teams to address customer concerns and improve overall client engagement strategies.
- Track resource allocation billable hours and utilization rates using time reporting tools (e.g. GoodDay).Analyze profitability and project margins including profit/margin by employee implementation and profit/margin by partner implementation.
- Build and maintain financial dashboards that provide realtime visibility into project costs revenue and efficiency.
- Support forecasting and budget tracking to optimize Professional Services team profitability.
- Generate weekly executive reports and presentations covering project progress financial insights and customer satisfaction trends.
- Deliver datadriven recommendations to leadership to enhance profitability customer satisfaction and operational efficiency.
- Provide actionable insights on project success risks and improvement areas to support business growth.
Qualifications:
- 35 years of experience in Professional Services operations Project Management or a similar role in a SaaS company.
- Strong knowledge of the sales lifecycle from sales handoff to implementation to customer success transfer.
- Experience using project management tools (GoodDay Asana Jira Monday Smartsheet) and resource time tracking tools.
- Handson experience with customer satisfaction tracking tools (Retently Catalyst or similar platforms).
- Experience with reporting & analytics tools such as Salesforce (SFDC).
- Proven ability to build insightful dashboards and reports in Tableau Power BI or Excel to track project costs profitability and margins.
- Strong understanding of financial metrics including profitability by employee and partner implementation.
- Excellent communication skills and ability to work crossfunctionally with Professional Services Customer Success and Executive Leadership teams.
- Strong analytical skills with the ability to translate complex data into actionable business insights.
- Ability to work with urgency in a fastpaced environment ensuring timely project tracking and reporting.
Preferred Qualifications:
- Experience in a SaaS technology consulting or professional services environment.
- Familiarity with CRM systems (Salesforce HubSpot) and financial reporting tools.
- Experience in process improvement and change management.
- Datadriven mindset with expertise in financial modeling and business intelligence tools.
Required Experience:
Unclear Seniority
Employment Type
Full-Time
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