Operations Manager, Professional Services

Remote US

WHO WE ARE

Certinia (formerly FinancialForce) delivers a Services-as-a-Business platform that powers and connects all aspects of services operations, from services estimation and delivery to customer success management and financial planning and accounting. The company's Professional Services Automation (PSA), Customer Success, and ERP solutions delivered on Salesforce's leading cloud platform provide the ability to run a connected services business, deliver with intelligence, and achieve business agility. Headquartered in San Jose, California with offices around the world, Certinia is backed by Haveli Investments, General Atlantic and Salesforce Ventures. For more information, visit www.certinia.com.

THE ROLE

We are seeking a highly motivated Post-Sales Operations professional to join the Customer Operations team. The role will have a focus on day to day operations of our Professional Services organization. This is a great opportunity to gain a broad perspective and have a direct impact on the company's growth. The ideal candidate is self-motivated, detail oriented, and passionate about helping sales and partner teams execute and succeed.

WHAT YOU WILL DO IN THIS ROLE

• Revenue Operations & Forecasting: Drive the monthly and quarterly revenue forecasting process by analyzing project backlogs, scheduled hours, and historical trends to provide leadership with predictable financial outlooks.
• PSA System Administration: Serve as the primary administrator for the Professional Services Automation (PSA) platform, overseeing configuration, data architecture, and user permissions to ensure a "single source of truth."
• Project Financial Lifecycle Management: Monitor project health by tracking budget vs. actuals, managing "burn rates," and flagging potential overages to project leads before they impact margins.
• Process Engineering: Architect and document standardized "lead-to-cash" workflows to eliminate operational bottlenecks and ensure a consistent delivery experience for clients.
• KPI & Performance Reporting: Design and distribute executive-level dashboards focused on billable realization, average hourly rates (AHR), and practice-level profitability.
• Change Management: Lead the rollout of new operational initiatives, tools, or policies, including the creation of training materials and conducting workshops to ensure team-wide adoption.
• Margin Analysis & Optimization: Conduct post-project financial audits to identify variances in profitability and provide actionable insights to improve future pricing models.
• Invoicing & Accounts Receivable Liaison: Collaborate with the Finance department to streamline the billing cycle, ensuring time entries are approved promptly and client invoices are accurate.
• Compensation Design & Management: collaborate with leadership to design annual compensation model for the professional services team ensuring that KPIs can be successfully automated in compensation management software (CMS)
• Data Integrity & Hygiene: Perform regular audits of CRM and PSA data to ensure client records, project statuses, and financial metadata are accurate for corporate reporting.

WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE

• 8+ experience in Professional Services Operations, Sales Operations, or Project Management within a B2B consulting or SaaS environment
• Advanced proficiency in professional Services Automation tools
• Strong working knowledge of Salesforce and data flow process
• Data visualization experience (building reports, dashboards, and CRM analytics)
• Strong working knowledge of revenue recognition principles, gross margin calculations, and EBITDA impact.
• Advance level of Excel skills (Pivot Tables, VLOOKUP/XLOOKUP, complex formulas)
• Experience working globally with cross-functional management
• Strong business acumen, problem solving ability, and business analysis skills
• Curiosity, a demonstrated bias towards action, and the appetite to innovate
• Demonstrated ability with project management to drive results without direct authority
• Excellent written and oral communications skills, with the ability to proactively communicate status and identify risks
• Ability to work cross-functionally, with multiple teams and stakeholders
• Ability to thrive in high-intensity, rapidly changing environment, and to successfully manage multiple projects simultaneously with a sense of urgency
• Demonstrated ability to be productive and self-motivating with minimal supervision
• Must be results oriented and able to move forward in a sometimes ambiguous environment
• Flexible with the ability to adjust on the fly to new demands; strong sense of urgency.
• BS/BA required

WHAT ELSE WOULD BE GREAT

• PS Cloud Certification
• Salesforce Administrator
• PMP or CAPM certified
• Claude AI experience
• Google Gemini and Gem experience