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Senior Analyst, Support Operations



IT, Customer Service, Operations
Raleigh, NC, USA
Posted on Tuesday, June 11, 2024
WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize and unlock the full potential of technology in today's overwhelming digital world. Through WalkMe's guidance, engagement, insights, and seamless automation, employees are more efficient, executives have better visibility into digital usage, and organizations maximize the full value of their digital assets to empower digital transformation.
As a Senior Analyst, Support Operations, you will establish efficient approaches to Support Operations deliverables and influence and apply standard process methodologies for the Support Function within the Customer Success Group. You will help implement change management strategies driving process and policy development that scale.

What You'll Own

  • Develop operational procedures for the CSG Support organization
  • Work with and communicate changes to the senior team members globally across our Operations, Support, Services, Customer Success, Sales and Product teams
  • Review current policies, identify gaps and help improve processes so that our remote teams can stay current as our business grows and changes
  • Establishing and enforcing standards of excellence across the Support organization.
  • Align CSG Ops objectives with Support organization's strategic goals.
  • Driving the development and implementation of Support best practices, Operational Procedures, and innovative strategies.
  • Providing expert guidance and support to various teams and departments within the Support organization.
  • Ensuring compliance with relevant standards, and Support organizational policies.
  • Partner with the Infosystem and Business Intelligence teams to develop dashboards on metrics for the Support Function Leadership team
  • Partner with the Infosystems team to develop and maintain functionality in our Support Tech Stack toolsets
  • Assist in implementing and maintaining components of the WalkMe Support Tech Stack
  • Identifying and managing risks that could impact the Support organization's performance.
  • Identify and measure areas of operational improvements to increase customer value
  • Help troubleshoot operational issues as they surface; propose changes to processes
  • Create ad hoc analysis, reporting, and presentations

What You Need to Succeed

  • 3+ years experience in an operations capacity, with 2+ years experience working in or supporting a Customer Support organization
  • Project management and change management skills
  • Attention to detail
  • Excellent written and verbal communication
  • Experience influencing and leading a team toward achieving goals
  • Problem-solving skills with the ability to conduct qualitative and quantitative analysis
  • Customer Support Platforms knowledge and experience
  • Experience with SaaS subscription support functions
  • Team player that operates with the highest level of integrity (this is a WalkMe core value)

What Sets Us Apart

  • At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
  • We seek to hire and develop the best talent, bringing a range of perspectives, experiences and background to the DAP category. This helps us better meet the diverse needs of our global communities and clients with creativity, insight, and market innovation. We welcome and encourage applicants from across different genders, gender identity and expression, sexual orientation, race, age, national origin, citizen status, religion, body size, socioeconomic status, ability, neuro(a)typicality, physical appearance, veteran status or any other characteristic.
  • Flexible Work Arrangements: We offer remote/hybrid and flexible hours to help manage work commitments and personal life effectively.
  • Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
  • Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
  • Comprehensive Health Care Coverage for our Employees and Families, 401(k) program with company matching (up to $5,000), and a vacation policy to encourage a healthy work-life balance.
  • WalkMe is recognized as a Star Performer in DAP for the 2nd year in a row!
  • WalkMe helps international companies such as: IBM, LinkedIn, Walgreens, Microsoft, Adobe, Hershey's, Quest Diagnostics and more!
  • Join our dynamic team and contribute to the success of our products by providing users with an exceptional experience through WalkMe. If you are passionate about enhancing user experience and have a keen eye for detail, we would love to hear from you.
Our job titles may span more than one career level. The starting OTE for this role is between $100,000 and $130,000. The actual base pay is dependent upon many factors, such as: training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus, benefits, and RSUs as part of our competitive total rewards package.
WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.