Operations Analyst, Professional Services

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Responsibilities: · Enablement activities to support various stages of the project cycle including initial project setup in the Professional Services Automation (PSA) system (Salesforce CRM App), collecting missing project artifacts, tracking and stewarding closures as well as conducting final audit of all closure-related materials. · Project Setup & Coordination · Partners with Sales Executives, Sales Operations, Legal, Account Executives, Finance, and Customer Success Managers to collect, validate, and organize all required project documentation, details and artifacts. · Coordinates cross-functional inputs to ensure projects are accurately set up and ready for delivery team assignment. · Reviews complex Statements of Work (SOWs), confirming fees, hours, and billing types, and entering relevant information into the Professional Services Automation (PSA) system. Ensures all required artifacts are complete (e.g., contracts, estimators, sales-to-service documentation), addresses missing or incorrect records, and tracks outstanding items. · Finance and Invoicing Stewardship · Creates and tracks billing milestones to ensure accurate and timely invoicing. · May assist with billing-related communications between the project owner and the Finance team. · Project Change Order (PCO) Stewardship · Ensures completeness and accuracy of all PCO related artifacts within the PSA · Closure Compliance & Project Hygiene · Tracks post-completion requirements, verifies project health and documentation, and ensures all administrative and system closeout steps are completed accurately and on time. · Track stabilization periods after completion notices are issued to ensure timely project closeout. Ensure closure notices are uploaded and documented on project records · Monitor outstanding billing milestones and follow up as needed · Deactivate time entry for closed projects in accordance with policy · Account Off-Boarding · Manages the off-boarding process in collaboration with Sales Operations. · Acts as a point of coordination across internal teams, including Customer Success, Support, and Project Management, to ensure work is completed allowing projects and support cases to be closed.

· Identify process issues and recommend solutions with corresponding communication plans. · Participate in training team members as needed · Balance multiple assignments simultaneously · Support CRM/PSA initiatives · Perform other job-related duties as assigned

Join the A-Team and experience the A-Life!