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Operations Analyst - Professional Services

Follett Learning

Follett Learning

IT, Sales & Business Development, Operations
Multiple locations · Reston, VA, USA · Salt Lake City, UT, USA · London, UK · McHenry, MS, USA · Cincinnati, OH, USA · Texas, USA · Houston, TX, USA · Fort Worth, TX, USA · Boston, MA, USA · North Carolina, USA · Research Triangle Park, Durham, NC, USA · Cleveland, OH, USA · Philadelphia, PA, USA · South Carolina, USA · Portland, OR, USA · Nashville, TN, USA · Las Vegas, NV, USA · Minneapolis, MN, USA · Atlanta, GA, USA · Tampa, FL, USA · Arizona, USA · Birmingham, UK · Chicago, IL, USA
Posted on Tuesday, June 11, 2024

This role will provide business operations support for the Professional Services group in the Software company. Reporting to the Operations Manager, this role will primarily be focused on non-revenue generating activities required by the Professional Services team in support of onboarding new Destiny and Aspen clients. The responsibilities will include report creation, data analysis, documenting processes, process improvement support, software support and systems support (Salesforce and PSA). This role will also collaborate cross-functionally with other teams within Customer Experience, Product and Sales as-needed


  • Implement best practices and metrics for the Professional Services teams as they in turn reinforce best practices across each client software implementation.
  • Contribute to policy & procedure implementation documentation
  • Support all non-revenue generating and business operations activities such as software maintenance (e.g. Salesforce, PSA), report creation (e.g. utilization), and data analysis (e.g. revenue and costs).
  • Collaborate with Professional Services leaders to provide reports focused on financial and resource management data to aid with revenue and budgetary goals.
  • Publish, analyze, and develop key metrics for successful projects and deliverables
  • Support Professional Services staff to better understand revenue, hours, and target attainment goals
  • Provide regular operational status updates to various Professional Services Leaders


  • 3-5 years of experience in customer operations.
  • Self-starter, positive, creative problem solver.
  • Proven experience with excel and other data/reporting/analysis tools
  • Experience with Salesforce
  • Project Management experience
  • Strong troubleshooting and analytical ability
  • Good and clear communication skills
  • 3- 5 years of experience
  • Bachelor Degree or equivalent