Operations Analyst

About Responsive

Responsive, formerly RFPIO, is the market leader in an emerging new category of SaaS solutions called Strategic Response Management. Responsive customers including Google, Microsoft, Blackrock, T.Rowe Price, Adobe, Amazon, Visa and Zoom are using Responsive to manage business critical responses to RFPs, RFIs, RFQs, security questionnaires, due diligence questionnaires and other requests for information. Responsive has nearly 2,000 customers of all sizes and has been voted “best in class” by G2 for 13 quarters straight. It also has more than 35% of the cloud SaaS leaders as customers, as well as more than 15 of the Fortune 100. Customers have used Responsive to close more than $300B in transactions to-date.

Essential Functions

• Own all weekly and monthly reporting for the PS team, including tracking of core metrics and team goals (durations, hours, service revenue, utilization metrics, CSAT scores, and more) 
• Support process improvement initiatives within the PS team and cross-functionally, and create appropriate documentation and best practice guides 
• Provide analysis that supports the business objectives of the PS organization, in alignment with our team goals and desired outcomes
• Assist the PS team leadership team with resource management and proactive forecasting of service hours and revenue 
• Identify opportunities to scale and improve team operations with a fundamental understanding of the day-to-day work requirements for all team resources
• Strong attention to detail, and ability to take initiative and work independently in a fast-paced environment 
• Act as the subject matter expert for Rockeltane (PSA tool), and help scale platform usage in partnership with PS leaders and team resources
• Continually provide suggestions to leadership to improve business and reporting processes that will keep up with changes in the organization
• Lead special projects for the PS team as needed 
• Proficiency in Google applications, as well as Microsoft products
• Strong spreadsheet skills including experience with pivot tables, analyzing and formatting data, use of filters, creating charts and graphs, and data visualization
• Excellent communication and presentation skills, including comfortability working with both individual contributors and senior leaders

Education

• Bachelor's degree in a related field.

Experience

• 2 to 4 years experience in Operation for a Professional Services department (SaaS company strongly preferred)
• Demonstrated success working to improve operations for client-facing teams  
• Experience with Salesforce, Professional Service Automation tools, reporting and visualization tools 
• Previous experience in a data-driven, analytics-centric role

Knowledge, Ability & Skills

• Self-starter with a proven track record of driving customer success in SaaS companies and/or project management and driving adoption of technology within an organization
• Highly organized with the ability to multitask, prioritize, and scale workload
• Zealous about operations, resource success, client success, and driving internal value
• Strong presentation abilities, excellent verbal and written communication skills
• Comfortable with seeking help, and being proactive to find answers and solutions
• Flexible, adaptable team player with strong interpersonal skills
• Leadership skills and ability to work cross functionally with a diverse resource pool 
• Mentoring and coaching skills, performance management, team building