Professional Services Operations Manager

Our Mission: 

6sense is on a mission to revolutionize how B2B organizations create revenue by predicting customers most likely to buy and recommending the best course of action to engage anonymous buying teams. 6sense Revenue AI is the only sales and marketing platform to unlock the ability to create, manage and convert high-quality pipeline to revenue. 

Our People: 

People are the heart and soul of 6sense. We serve with passion and purpose. We live by our Being 6sense values of Accountability, Growth Mindset, Integrity, Fun and One Team. Every 6sensor plays a part in defining the future of our industry-leading technology.  6sense is a place where difference-makers roll up their sleeves, take risks, act with integrity, and measure success by the value we create for our customers. 

We want 6sense to be the best chapter of your career. 

Job Purpose 

The PS Operations Manager is responsible for building, optimizing and managing the operational processes of the PS team. This individual will create and streamline workflows, improve efficiency, and ensure the successful sales and delivery of professional services to our customers. This role is crucial in driving operational excellence and supporting the strategic goals of the PS organization and will act as a partner to the PS organization, ensuring that the team has the necessary resources to deliver against key initiatives and programs using project management methodologies. 

Responsibilities & Accountabilities 

Operational Excellence 

• Support the day-to-day operations of the PS team, ensuring all processes are running smoothly and efficiently (includes Project Resourcing, Portfolio Health, Comp and supporting metrics/processes) 
• Develop and standardize PS processes to ensure consistency and scalability 
• Identify opportunities for process enhancements and implement best practices to increase efficiency and effectiveness within the team 
• Establish and enforce quality standards for all PS deliverables, ensuring customer satisfaction 
• Create and maintain documentation across PSOps and contribute to broader initiatives 

Project Coordination 

• Support strategic initiatives and programs using project management methodologies to improve customer onboarding and adoption 
• Partner with Analytics to develop and track KPIs to measure the effectiveness of customer success efforts 
• Report on performance metrics to leadership and provide recommendations for improvement 
• Support SVP, Professional Services and Senior Director, CSOps to partner across GTMOps to deliver world class end customer experiences 

Resource Management 

• Assist with management of resource allocation to ensure optimal utilization of the PS team and timely delivery of client projects 

Budget Management 

• Support with the monitoring and management of the PS budget, ensuring projects are delivered within scope and budget constraints 

Tool and System Management 

• Support the tools and systems used by the PS team, ensuring they are effectively supporting operational needs 
• Support the selection, implementation, and management of PSA tools (e.g. Kantata) and technologies 
• Ensure seamless integration of tools with other systems (e.g. Salesforce, support systems) 
• Support PS on delivery of Kantata roadmap and milestone management 
• Support successful delivery of PSOps workflow via project management software (e.g. Asana) 

Data Management and Analysis 

• Partner with Analytics to manage and analyze customer data to provide actionable insights and support decision-making 
• Develop and maintain dashboards and report