Professional Services Operations, Senior Analyst

About The Role & Team

Amplitude’s Revenue Strategy and Operations team is helping to plan for, manage, and support a rapidly growing field organization. We are building a high-performing and highly cross functional team to support and enable our success in the Field. We are a data driven team that partners with regional and functional field leaders to design our policies, processes, and investment strategies as we build and evolve for scale. You’ll build the strategy and process for how Amplitude is implemented across different markets.  You’ll be the go to person partnering with our Head of Professional Services. Handling everything from thought partnership, headcount modeling, optimizing resource management processes, and monthly reporting/insights . The ideal candidate is a self-starter with strong communication, analytical, and problem-solving skills.

 As the Professional Services Operations Senior Analyst, you will: 

• Implement and manage day-to-day operations using a Professional Services Automation tool (e.g. Mavenlink)
• Report on resource capacity and project availability to cross functional teams using data and dashboards within the PSA
• Provide monthly backlog analysis to services leaders and close out projects that are either complete or no longer have budget
• Leverage PSA insights to provide input to the development of resource staffing needs and forecasts for current and upcoming projects
• Identify and assign available resources based on needed expertise, and customer dynamics to participate in pre and post-sales activities
• Operationalize processes to allow individual resources to accurately manage their effort, utilization and status of individual projects.
• Work with our preferred implementation partners to manage and track the assignment and completion of implementation projects
• Analyze operations data to identify business insights and opportunities for process improvement. Recommend and develop operational process improvement initiatives in support of the business strategy
• Continuously refine our core PS strategy around customer segmentation and engagement models
• Recommend organization design changes and build the PS capacity model that helps achieve target margins.
• Manage cross-functional strategic operational initiatives and partner with internal Tech & Ops team members to gather requirements and drive execution.

You'll be a great addition to the team if you have: 

• Experience with innovative, high performing, and fast paced revenue organizations at a high-growth enterprise B2B SaaS company
• Strong executive presence and an ability to communicate effectively with your peers, senior field leadership, and executive team 
• A track record of lifting up the people around you
• Thinking about the bigger picture of how the PS team can fuel future growth and operate efficiently and effectively 
• Worked closely with an PS Leadership team and collaborated with cross-functional teams

At minimum, you should have:

• 3+ years experience in Professional Services/Customer Success/Revenue Operations in a SaaS Environment
• Experience in a Customer Success or Professional Services role in enterprise software is a plus
• Proficient in Google Sheets or Microsoft Excel (e.g. should know commonly-used functions such as INDEX(MATCH), VLOOKUP, COUNTIFS, SUMIFS, Pivot Tables)
• Knowledge/experience with Salesforce.com and a PSA (Mavenlink a plus) is required
• Self-starter mentality with a high degree of follow through; can own and take tasks through to completion
• BA or BS from an accredited university preferred

Who We Are

The Company: Amplitude is filled with humble, life-long learners who are eager to help one another and the company succeed. Our values of growth mindset, ownership, and humility are core to the way we work: we’re tenacious in the face of challenges, we take the initiative to solve problems that drive our shared success, and we operate from a place of empathy and openness, seeking to understand many points of view. 

We care about the well-being of our team: along with excellent health insurance, we offer flexible time off, a monthly wellness stipend, delicious in-office lunch, dinner, & snacks, commuting benefits, a 12-week parental leave, a generous Learning & Development stipend, and a full 10 year window to exercise your stock options. 

The Product: Amplitude is a product intelligence platform– we help companies understand their users, rapidly release better product experiences, and grow their business. We’re super proud of what we’ve built and continue to build on: a platform that enables companies to thrive. 

Other fun facts about Amplitude: 

• Amplitude is a tech company to bet your career on in 2021, according to Business Insider.
• Amplitude had it’s public market debut on the Nasdaq in September 2021. 
• Amplitude is one of the best software products on the market according to G2.
• Founded in 2012, Amplitude is backed by Sequoia Capital, IVP, Battery Ventures, Benchmark Capital, Y Combinator and other top tier investors.
• 26 of the Fortune 100 are customers of Amplitude as are innovative brands such as Atlassian, NBC Universal, Hubspot, PayPal and Walmart.
• We have operations in San Francisco (HQ), New York, Amsterdam, London, Paris and Singapore.
• Our mascot is the datamonster, who loves to chow down on numbers, charts, and graphs. Nom nom.

Amplitude provides equal employment opportunities (EEO). All applicants are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, or sexual orientation.

Amplitude’s D&I Commitment: Amplitude believes that diversity enables creation of better products, ability to solve complex problems, and drive more powerful solutions. In order to make diversity possible, we commit to striving to create an environment of inclusion: an environment focused on psychological safety, empathy, and human connection, which will allow employees of all backgrounds to feel the care they need to thrive.

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