About the role
The Service OperationsAnalyst will be responsible for managing key aspects of process governance andoperations for the Cornerstone Global Professional Services Operationsteam. This includes activities such as reporting& analytics, ownership and maintenance of CRM systems, and providing strategicaland tactical support to the Professional Services team. Collaboration in thisrole means partnering with the Partner Success Managers, Sales, Finance, andTechnology teams to coordinate key aspects of the on-boarding and servicedelivery process. The ServicesOperations Analyst will also manage the day-to-day activities of new projectcreation and expertise of our PSA tool.
InThis Role You Will
Design innovative solutions to support Services/Partner Operations business and enable global resourcing across North America, EMEA, APJ, and emerging markets using Operational Excellence principles.
Lead the processing of customer agreements, interpret contract matter, and take appropriate action to provision necessary changes with internal stakeholders and partners.
Scope and execute project/programs aimed at garnering efficiency and overall profitability.
Ownership and maintenance of the CRM systems and ensuring data accuracy.
Conduct end-to-end analytics to identify opportunities for improvement across process, people, and technology, specific to the global delivery and partner operations.
Help set and refine goals with regards to partner operations and global resourcing with both external/internal leaders, ensuring a simple solution at scale.
Deploy design solutions for short (quick hits), medium (process changes), and long-term (e.g., automation) across Services to ensure consistent, efficient operations at scale.
Influence project objectives and direction with company leaders.
Leverage technical capabilities to orchestrate and drive solutions involving systems and process changes to improve the delivery of service to clients and enable business intelligence.
Structure and build out complex reporting needs and deliver presentations.
Assist global resourcing team as needed with services staffing internally and externally with partners.
Provide analysis and reports as required by Finance and the Leadership teams as well as own and manage the regular reporting and audit practice.
You'veGot What It Takes If You Have
Bachelor's ideally or equivalent experience.
4+ year of experience in the field or in a related area.
Strong organizational skills with the ability to manage multiple tasks simultaneously.
Excellent communication and PowerPoint skills to deliver presentations to multiple levels of leadership.
Highly motivated self-starter who is an excellent team player and can work collaboratively across multiple functions with virtual and global team leaders.
Strong leadership and mentoring experience, with a passion to teach, while also demonstrate openness to learn from others.
Exceptional data analysis skills with advanced knowledge of MS Excel.
Knowledge of CRM systems such as Salesforce, Netsuite, Open Air, MS Project Server, Peoplesoft etc. with an emphasis on system integration, data warehousing, and analytics.
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