Professional Services Operations Analyst

Introduction

Poppulo is a leading provider of employee communications software, dedicated to helping organizations maximize their internal communication strategies. Our innovative platform empowers businesses to effectively engage with their employees, driving productivity and fostering a positive work culture. 

The Opportunity:

As the CS/PS Operations Analyst at Poppulo, you will play a pivotal role in driving the success of our customers by leading and coordinating various initiatives to support our Global Professional Services teams and advance our business objectives. 

This is a position that demands expertise in developing and optimizing processes, technology systems, reporting and data analysis, leveraging and coordinating technology and nurturing insight. The ideal candidate will have a keen focus on PS operations & metrics, deriving actionable insights, and implementing interventions with positive impact on revenue growth, cost optimization, productivity management and margin outcomes.

Key Responsibilities  

• Collaborate with Professional Services leaders to successfully operate the Professional Services organization, guiding, coordination and streamlining operations 
• Provide analysis that supports the business objectives of the Services organization, in alignment with defined KPI and goals 
• Deliver metrics and insights to leadership on performance across the Professional Services as needed and to meet Weekly/monthly/quarterly to measure key KPI’s (TTV (Time to Value), Revenue, Costs, Margin, Utilization and other key metrics 
• Partner with cross functional teams to develop and manage key insights to professional services and the wider customer organization – ensure reporting models and processes are accurate, automated, and scalable 
• Develop forecast vs actuals reports for all sources of services revenue, consistent with company standards, and management direction. 
• Assist Services leadership team with resource management and proactive forecasting processes 
• Own, Administer and oversee various applications used to support the Professional Services organization including management of enhancements and change e.g., Salesforce, OpenAir, Power BI etc. 
• Subject matter expert for services personnel on all processes related to services revenue: time entry, project management processes related to operations, customer billing, and staff utilization. 
• Skills Matrix: Management of PS / Vertical Resource Skill Matrix, ensuring all PS resources have an updated Skills Matrix. 
• Continually provide suggestions and implement improvements to business and reporting processes that keep up with the changes in the organization. 
• Support Professional Services Organization develop and enhance better understanding revenue, hours, and target attainment goals 
• Act as key contact between the Professional Services, BizOps , Finance and sales 

 Required Skills / Competencies  

• Minimum of three years' experience in leading and developing Professional Services or Customer Success Operations.
• Bachelor’s degree required, preferably in Business Information's Systems, Finance, Accounting, Statistics, or Business Management 
• Strong analytical skills with the ability to derive insights from data and translate them into actionable strategies. 
• Demonstrated progressive industry experience in a Professional Services Operations or similar role for a high-tech product company 
• Excellent Understanding of Salesforce & PowerBI for Reporting & Dashboards  
• Professional Services Automation (PSA) tools experience recommended (i.e., NetSuite Openair, FinancialForce or similar) 
• Previous experience in a data-driven, analytics-centric role – with experience in extracting key insights to inform strategy and decision-making 
• Working understanding of Professional Services cost structures strongly preferred 
• Strong Microsoft Excel skills including experience with pivot tables, analyzing and formatting data, use of filters, and creating charts and graphs 
• Excellent communication and presentation skills with the ability to collaborate effectively across departments and influence stakeholders at all levels 
• Must have incredible attention to detail, be self-starting, and possess strong organizational skills 
• Ability to thrive in a fast-paced, dynamic environment and adapt quickly to changing priorities and business needs. 

Who We Are

We are a values-driven organization that encourages our employees to bring their authentic selves to work every day and empowers everyone to make a tangible impact on our products, clients, and culture. We offer a dynamic environment with driven, fun, and flexible individuals who thrive on challenge and responsibility. This is an opportunity to contribute to our culture and join a company that’s on the move.

We live the Poppulo values each day, as they are key to everything we do.

• Bring Your Best Self
  We show up authentically, are self-aware and always strive to be better.
• See it. Own it. Solve it.
  We proactively innovate and solve for our customers and each other. We set an example with high standards for our work. We foster a culture of learning, acknowledging our successes and our failures.
• Together We’re Better
  We value and celebrate our diversity. We learn from others, respecting their expertise, and focus on building trust. That's what makes us a team.

Named a Great Place to Work in 2015, 2016, 2017, 2018, 2019, 2020, and 2021, we are a fast-growing global technology company, with offices in Ireland, the US, and the UK.

Poppulo is an equal opportunity employer.

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