Senior Manager - Professional Services Operations Lead

About the Role:

Klaviyo is looking for a dynamic and experienced Professional Services Operations Lead to join our growing Customer Success and Support Operations team. This role is critical in driving operational excellence, scaling service delivery, and optimizing processes to ensure the seamless execution of customer engagements. This role will be responsible for supporting the Professional Services leadership in resource management, financial planning, service delivery, customer satisfaction, and the overall operational efficiency of the Professional Services team.

You’ll report to the Senior Director of Customer Success and Support Operations partnering closely with Customer Success and Support leadership to drive strategic initiatives and processes, improve operational efficiencies, and develop scalable strategies to improve the customer experience. You’ll also partner with a team of analysts, system experts, IT teams to operationalize the strategies into holistic experiences for the Professional Services and Partner stakeholders.  You’ll be someone who is intellectually curious, proactive in seeking solutions to challenging problems, and highly focused on solving problems for our customers. You'll also be responsible for translating business needs into system and process automation requirements, ensuring that professional services operations are efficient, effective, and aligned with overall business objectives. 

How You'll Make a Difference: 

This is a cross functional role that requires knowledge of how to frame business problems, analyze datasets, synthesize results, tell compelling stories and make recommendations to the executive team and leaders in various departments, collaborating across Professional Services, Customer Success Management, Support, Partners, Product, Engineering, Sales, and Marketing functions on operational initiatives.

Operational Strategy & Execution:

• Develop and implement operational frameworks, processes, and systems to support scalable and efficient professional services delivery.
• Drive continuous improvements in operational workflows to enhance productivity, quality, and customer experience.
• Align professional services operations with broader Go-to-Market strategies, ensuring seamless collaboration with Sales, Customer Success, and Marketing teams.

Resource Management:

• Oversee the allocation and management of resources, including consultants, project managers, and other service delivery professionals.
• Implement effective resource forecasting and capacity planning to balance customer demands and team workloads.
• Establish systems for talent development and performance management, ensuring the team is equipped to deliver high-quality services.

Financial Planning & Analysis Support:

• Support financial planning goals in partnership with the FP&A for the Professional Services division, including budgeting, forecasting, and profitability analysis.
• Partner on monitoring and managing revenue recognition, project profitability, and margin targets.
• Develop and track key operational metrics (KPIs) to measure success, providing data-driven insights to leadership.

Service Delivery & Customer Success:

• Collaborate with cross-functional teams to ensure smooth onboarding, project management, and service delivery.
• Ensure that professional services engagements are delivered on time, within scope, and exceed customer satisfaction targets.
• Drive the implementation of best practices in project management methodologies to optimize delivery performance.

Process Optimization & Automation:

• Identify opportunities to improve service delivery processes through automation, system integration, and technology upgrades.
• Partner with internal teams to implement tools that enhance efficiency, reduce errors, and improve team collaboration.
• Maintain a strong focus on operational excellence and scalability to support the growth of the Professional Services organization.

Leadership & Collaboration:

• Lead a team of operations professionals, providing mentorship, guidance, and career development opportunities.
• Foster a culture of high performance, collaboration, and customer-centricity.
• Serve as a key point of contact for executives on professional services performance, operational health, and strategic initiatives.

Who You Are: 

• You are quantitative and curious. You enjoy understanding cause and effect in various business situations. You enjoy finding creative technical solutions to hard problems and are structured in your thinking. You are passionate about coaching analysts and helping them to thrive.
• 10+ years of Professional Services operations experience, with at least 5 years in a leadership role managing and scaling operations within a fast-paced, high-growth SaaS or technology company.
• Exceptional leadership and communication skills, with a strong ability to influence stakeholders at all levels, demonstrated ability to lead cross-functional initiatives and work collaboratively with Sales, Customer Success, Partner, Product and FP&A teams
• 5-6 years experience with professional services automation (PSA) tools, project management systems, and CRM platforms developing and implementing process automations, strategic programs and governing policies  to support professional services outcomes and business growth
• 3-5 years of operations experience launching services offers for customer onboarding, technical implementation, advisory services to support our customers in each segment: Enterprise,  MidMarket, SMB, and Entrepreneur
• 3-5 years of working with systems and IT partners to rollout system and solution experiences for Professional Services leaders with a focus on scalability and driving growth 
• Excellent analytical and problem-solving skills - 3-5 years of experience driving data-driven decision-making for Professional Services leadership, coordinating key insights related to onboarding, service delivery, education services, and business results (pipeline, attach rate, backlog, resource management, revenue, and margin)
• Bachelors or Masters degree

Preferred Qualifications:

• Experience in Go-to-Market operations or supporting revenue-generating teams.
• Strong understanding of financial metrics, including revenue recognition, margins, and profitability in professional services.
• PMP, ITIL, or other relevant certifications are a plus.

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