Sr. 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. 

Responsibilities & Accountabilities 

Operational Excellence

• Oversee the day-to-day operations of the PS team, ensuring all processes are running smoothly and efficiently (includes PS Bookings FC/A, Revenue FC/A, P&L, HC, 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 
• Lead 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, CS Ops to partner across GTM Ops to deliver world class end customer experiences 
• Partner with FP&A on annual planning exercise 

Tool and System Management

• Oversee 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 Analytics

• Partner with Analytics to manage and analyze customer data to provide actionable insights and support decision-making 
• Develop and maintain dashboards and reports to track key performance metrics, providing actionable insights to the PS leadership 

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 

Case Management

• Triage, manage and complete cases in GTM case workflow 
• Provide guidance and oversight to PSOps Analyst 

Training and Support

• Partner with Enablement on training and support to the PS team on tools, processes, and best practices 
• Support execution of the Enablement calendar