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Senior Operations Analyst, Partner Success

WalkMe

WalkMe

IT, Operations
Raleigh, NC, USA
Posted on Thursday, July 11, 2024
WalkMe pioneered the Digital Adoption Platform (DAP) to empower business leaders to realize the promise of technology in today’s overwhelming digital world. Through WalkMe’s guidance, engagement, insights, and 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.
We are looking for a Senior Operations Analyst to support the operational processes for our Partner Success ecosystem. You will collaborate with the Partner Success team to establish the tools, resources, reports, operational processes, data and analysis that advance efficiency. You will play an important part in project management, communications, and operational process definition and maintenance. You will report to the Partner Success Strategy & Operations Manager.

What You'll Own

  • Project Management
  • Identify and help prioritize important Partner Success projects across delivery and managed services and serve as Project Manager.
  • Maintain project management best practices such as project plans and schedules, project status reports, roles and responsibilities matrix, risk mitigation, quality management, resourcing, training and communication planning
  • Support Partner Success projects and take ownership in some of them, such as documenting procedures and other standardized best practices and increasing adoption of new processes that improve organizational efficiency
  • Communications
  • Help develop partner communications strategy
  • Maintain partner communications (internal and external) which includes: partner messaging, partner portal experience, newsletters, email, and webinars
  • Process Definition and Maintenance
  • Create documentation and maintain knowledge repository for Partner Success operational support and processes
  • Work directly with cross departmental subject matter experts to elicit needs and document requirements
  • Analyze existing business processes to identify opportunities for improving efficiency
  • Maintain data and process governance within SFDC and other systems; Monitor system adoption, data compliance and governance

What You Need to Succeed

  • 8+ Years in relevant experience within operations, customer success, support or other customer-facing role in a SAAS company
  • 4+ Years of project management experience
  • Bachelor's degree required

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!
Our job titles may span more than one career level. The starting base pay for this role is between $100,000 and $120,000. 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.
TO ALL RECRUITMENT AGENCIES:
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.