Professional Services Operations Specialist (Northeast)

The Professional Services Operations Specialist Admin (PSOSA) is a critical team member who ensures the seamless execution of our professional services pre-sales process. Reporting to the Regional PSOS Manager, you'll be at the intersection of sales, services delivery, and operational excellence. This role offers a unique opportunity to transform manual processes into scalable, efficient systems while directly impacting the success of our professional services engagements.

If you thrive on creating order from complexity, have an eye for detail that catches what others miss, and want to be part of systematizing and maturing our operations, this role is for you.

Core Responsibilities

Pre-Sales Support & Proposal Management

• Partner with Services Leadership to maintain and enhance project scoping information

• Ensure accuracy and completeness of client responses and requirements documentation

• Coordinate and manage Statements of Work (SOW), revision requests, and Change Orders with meticulous attention to detail

• Work with the Proposal Support Group (PSG) for accurate, timely, and valuable responses to client needs

• Establish consistency and standardization across various service offerings

• Work daily in Salesforce.com creating and maintaining Professional Services Opportunities, Cases, Contacts, etc. as needed

Process Improvement & Quality Assurance

• Identify gaps in workflows and recommend actionable improvements

• Perform quality assurance on proposals and project documentation to identify errors, omissions, and potential issues before they impact delivery

Cross-Functional Collaboration

• Serve as a liaison between back-office, sales, delivery teams, and other stakeholders

• Maintain high levels of professionalism and communication to ensure exceptional internal customer experience

• Work with PSOS Manager to update standard project templates and operational practices

Data Management & Reporting

• Maintain accurate estimating data in Salesforce.com and related systems

• Support services pipeline tracking

• Run ad-hoc projects as needed by business

Required Qualifications

• Detail-Oriented Mindset: Demonstrated ability to catch errors others miss and maintain accuracy in high-volume environments

• Process Improvement Skills: Experience identifying inefficiencies and implementing solutions

• Technical Aptitude: Comfortable learning and working with various software platforms

• Communication Excellence: Strong written and verbal communication skills with ability to interact professionally with all levels of the organization

• Organizational Skills: Proven ability to manage multiple priorities and meet deadlines

• Problem-Solving: Analytical mindset with ability to think critically and propose solutions

• Self-Motivation: Ability to work independently in a remote environment, communicate efficiently and professionally

• Must demonstrate a willingness to learn and use AI-enabled tools

Preferred Qualifications

• Experience with Salesforce.com or similar CRM platforms

• Background in operations, cybersecurity, or professional services

• Understanding of SOW development and contract management

What Makes You Successful in This Role

You're the person who notices when something doesn't quite add up. You find satisfaction in creating efficient processes and documenting procedures that others can follow. You're comfortable asking clarifying questions and pushing for the information needed to do the job right the first time. Most importantly, you understand that attention to detail isn't just about catching errors—it's about preventing them through well-designed processes.