Services Operations Manager

At Asana, we’re building work management software to help every organization in the world become more effective in working together and realizing their goals. Our Customer Experience (CX) team is committed to helping customers adopt Asana as both a technology product and a holistic way of working. We strive to help our customers, across geographies, industries, and functions, get off on the right foot, experience the most value out of the tool over time, and ultimately renew & grow their subscriptions. 

Our Professional Services team plays a critical role in helping our customers realize business value quickly and partners with our largest, most complex customers in deploying Asana. The Services team is responsible for selling and delivering paid service engagements. In this role, you’ll have the opportunity to codify and optimize processes, set and measure objectives, and drive systems and tooling optimizations. You will be an integral partner to the global Professional Services organization while reporting to the CX Programs and Operations team alongside other specialized Operations Managers.

This role is based in our Chicago office with an office-centric hybrid schedule. Along with most Asanas, you’ll work from this office in person on Mondays, Tuesdays, and Thursdays. Most Asanas have the option to work from home on Wednesdays and Fridays. If you're interviewing for this role, your Talent Acquisition Partner will share more about the in-office requirements. 

What You'll Achieve

• Implement and maintain processes and systems that address the unique needs, pain points, and goals of the Services team, resulting in improvements in the Services team’s day-to-day activities (opportunity management, contracts, forecasting, and reporting)
• Guide the Services team toward a more mature state through the development of policies, codification of metrics, development of dashboards, and cadence for monitoring & sharing updates
• Act as the “Voice of Services” to the Enterprise Technology Team, submitting requests during planning, creating business requirements, performing UAT, and co-creating the enablement plan alongside the CX Enablement team. Triage bugs and escalations to ensure a timely resolution, aggregating a list of “quick wins” for ET and other cross-functional teams to consider
• Partner with ET and Data Science teams to co-create better ways to measure the success and impact of Service engagements
• Partner with CX Strategy to understand Sales services attach rates and co-create initiatives to improve upon those attach rates 
• Execute operational tasks in support of Services sales and delivery, such as pipeline management, data hygiene, capacity/delivery resourcing, finance/accounting/procurement, provisioning, partner resource onboarding

About You

• 4+ years of experience in Customer Success and/or Professional Services operations. Relevant experience in Customer Experience Operations, Finance, Consulting, or similar
• Understanding of paid services lifecycle, with a 'get-stuff-done' and operational mindset
• Experience with Salesforce CPQ, opportunity management, and engagement management; SFDC Admin Certified preferred & ability to build Salesforce-integrated technology solutions, reports, and dashboards critical
• Subject matter expert in CS tools: Salesforce (including CPQ), G-Suite, Tableau, and other SaaS tools 
• Relationship-focused cross-functional collaborator. Able to actively listen, influence, and collaborate at every organizational level to achieve results. Confident in translating business problems into technical requirements for technical audiences and business impact conversations for non-technical audiences
• Proactive, problem-solver mindset, focused on continually evolving the way we use data to drive impactful insights

At Asana, we're committed to building teams that include a variety of backgrounds, perspectives, and skills, as this is critical to helping us achieve our mission. If you're interested in this role and don't meet every listed requirement, we still encourage you to apply.

What we’ll offer

Our comprehensive compensation package plays a big part in how we recognize you for the impact you have on our path to achieving our mission. We believe that compensation should be reflective of the value you create relative to the market value of your role. To ensure pay is fair and not impacted by biases, we're committed to looking at market value which is why we check ourselves and conduct a yearly pay equity audit. 

For this role, the estimated base salary range is between $131,000 - $167,000. The actual base salary will vary based on various factors, including market and individual qualifications obje