Who We Are
Simpplr delivers exceptional AI-powered employee experiences at scale. It is the only platform that unifies employee engagement, enablement, and self-service to provide every employee with a seamless and personalized experience so they can do their best work from anywhere. Organizations use our forward-looking, adaptable products to deliver personalized experiences that inspire and engage their employees. Wherever people work, Simpplr enables them to flourish.
Trusted by more than 700+ leading brands, including Penske, Snowflake, Moderna, Eurostar, and AAA, our customers are achieving measurable improvements in employee engagement, productivity, and accelerated business performance.
Simpplr is headquartered in Silicon Valley, CA with offices in the UK, Canada, and India, and is backed by Sapphire Ventures, Norwest Venture Partners, Salesforce Ventures, and Tola Capital. Learn more at simpplr.com.
Job Description: Senior Professional Services Operations Analyst
Location: Remote, India
Department: Professional Services
Who we are
Simpplr is Modern Intranet and EX unified. Our platform unifies employee engagement, enablement, and services, leveraging state-of-the-art AI models to deliver a seamless, cohesive, and personalized employee experience for everyone - wherever and however they work.
Our mission is to transform the work experience for billions of people across the world. Because we believe that when work is good, life is better.™
Trusted by more than 1,000+ leading brands, including DocuSign, Penske, Splunk, Nutanix, Okta, Eurostar, and SoFi, our customers are achieving measurable improvements in employee engagement, productivity, and accelerated business performance.
Simpplr is headquartered in Silicon Valley, CA with offices in the UK, Canada, and India, and is backed by Sapphire Ventures, Norwest Venture Partners, Salesforce Ventures, and Tola Capital. Learn more at simpplr.com.
The Opportunity
This role will provide business operations support for the Professional Services department within Customer Experience. Reporting to the Sr Director of Professional Services, this role will primarily be focused on supporting non-revenue generating activities required by the Professional Services team. The responsibilities will include, but are not limited to, report creation, data analysis, documenting processes, process improvement support, PSA experience, and administration.
Your Job Responsibilities
What you will be doing:
- Support the day-to-day operations of the PS team, ensuring all processes are running smoothly and efficiently (including Project Resourcing, Customer Implementation Health, backlog, and supporting metrics/processes)
- Implement best practices for metrics tracking for the Professional Services teams (e.g. weekly reporting reviews, exceptions reporting, monthly and quarterly reports)
- Contribute to policy and procedure implementation documentation
- 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 CX initiatives
- Maintain our current PSA process while supporting our requirements gathering and roll-out for updated PSA systems (e.g. Certinia, RocketLane, Open Air, Autotask, etc.), which you will maintain and administer
- Collaborate with Professional Services leadership to provide reports focused on financial and resource management data to aid with revenue and budgetary goals
- Develop, analyze, and publish key metrics for successful projects and deliverables (CSAT, Time to Go Live, and Adoption)
- Support Professional Services staff to better understand revenue, customer project hours worked, and target attainment goals
- Provide regular operational status updates to Professional Services Leadership
- Play a contributory role in the weekly rev rec forecast & services bookings pipeline review meetings
- Participate in month and quarter-end close activities
- Support weekly timesheet reviews, utilization tracking, and billable/non-billable activities
- Act as liaison between the PS and Finance department
- Ensure timely and complete new PS team member onboarding with content tailored to the new hires’ positions
- Maintain and contribute to all professional services operations department processes
- Experience in Gainsight, Salesforce, and time management platforms (Teamwork, Workfront, Smartsheet, etc.)
Your Skillset
What makes you a great fit for the team:
- Bachelor’s degree required, preferably in Finance, Accounting, Statistics, or Business Management
- Demonstrated progressive industry experience in a Professional Services Operations or similar role for a high-tech company
- Professional Services Automation (PSA) tools experience recommended (i.e. NetSuite OpenAir, FinancialForce)
- Previous experience in a data-driven, analytics-centric role
- Working understanding of Professional Services cost structures is strongly preferred
- Strong experience with the entire Google suite as well as Microsoft Excel, including pivot tables, analyzing and formatting data, use of filters, and creating charts and graphs
- Excellent communication and presentation skills
- Ability to work East Coast North American hours (3x/week)
- Ability to travel once/twice a year to North American or Indian Headquarters
Simpplr’s Hub-Hybrid-Remote Model:
At Simpplr we believe that when work is good, life is better and that belief guides all we do. Including how we approach our flexible work model. Simpplr operates with a Hub-Hybrid-Remote model. This model is role-based with exceptions and provides employees with the flexibility that many have told us they want.
- Hub - 100% work from Simpplr office. Role requires Simpplifier to be in the office full-time.
- Hybrid - Hybrid work from home and office. Role dictates the ability to work from home, plus benefit from in-person collaboration on a regular basis.
- Remote - 100% remote. Role can be done anywhere within your country of hire, as long as the requirements of the role are met.
