Senior PS Operations Analyst

About the Role

The role involves a deep understanding of sales enablement operations, process standardization, and improvement, as well as the ability to communicate effectively with stakeholders. Given Gainsight's position as a leader in AI-driven customer success, this role offers the chance to work with cutting-edge technology and contribute to the evolution of customer success strategies.

Reporting to the Director, Professional Services Operations, the Senior PS Operations Analyst will play a pivotal role in ensuring the smooth operation of the deal desk, managing statements of work, and coordinating with various teams to keep deals moving through the close cycle efficiently.

What You Will Do

• Support the deal desk intake queue, triaging incoming requests and routing them to the correct workflow.
• Review, draft, and revise Statements of Work (SOWs) for new-business deals, post-live customer expansion, and change orders, in close partnership with PS Sales.
• Manage SOW redline cycles with customer legal and procurement teams, documenting agreed-upon changes and routing for internal approvals as necessary.
• Coordinate with Sales, Customer Success, Legal, and Revenue Accounting to ensure deals progress through the close cycle, particularly during fiscal quarter-end periods.
• Maintain accuracy and consistency across SOW documentation, ensuring compliance with current pricing, services catalog, and approved terms.
• Support Closed-Won quality control in partnership with Revenue Accounting, including order form review and NetSuite/SFDC integration validation.
• Track and update the status of in-flight requests, ensuring timely communication with stakeholders.
• Contribute to the development of SOW templates, playbooks, and standardized scoping packages to reduce custom work and accelerate turnaround times.
• Identify recurring redline patterns and collaborate with PS Leadership and Legal to develop pre-negotiated alternative language, aiming to shorten negotiation cycles.
• Help define and document deal desk processes, including intake standards, escalation paths, and SLAs.
• Participate in process improvement initiatives across the PS Operations team, including tooling migrations and AI/automation rollouts.
• Support sales enablement by contributing to training materials and helping teams understand PS scoping, pricing, and delivery.

What We Are Looking For

• A minimum of 5-8 years of relevant experience in a similar role, with a Bachelor's Degree or an equivalent combination of education and experience.
• Experience in Deal Desk, SOW, or order management, with a strong focus on operational rigor and continuous process improvement.
• Proven ability in discovery and requirements gathering, with excellent analytical and problem-solving skills.
• Strong communication and interpersonal skills, with the ability to work effectively in a cross-functional team environment.
• Experience with business analysis or technical analysis, preferably in a sales enablement or operations context.
• Ability to work in a fast-paced environment with multiple priorities and deadlines.
• Strong proficiency in Excel and other Microsoft Office tools.
• Experience with project coordination, project management, or intake management is beneficial.

Nice to Have

• Experience in project coordination, project management, or intake management, with a focus on optimizing processes and workflows.
• Implementation or onboarding experience, particularly in a customer-facing role.
• Familiarity with AI-driven automation and process improvement tools.
• Certification in business analysis, project management, or a related field.

Benefits and Perks

• Competitive salary and benefits package, tailored to attract and retain top talent in the industry.
• Opportunity to work with a leading AI-driven customer success platform, contributing to the evolution of customer success strategies.
• Collaborative and dynamic work environment, with a strong focus on teamwork and professional growth.
• Professional development opportunities, including training and certification programs.
• Flexible working arrangements, including remote work options, to support work-life balance.
• Access to cutting-edge technology and tools, enhancing productivity and efficiency.
• Recognition and reward programs, acknowledging and appreciating employee contributions.

• Develop a strong proficiency in Excel, as it is a key tool for this role.
• Highlight your experience in sales enablement operations, process standardization, and stakeholder communication in your application.
• Be prepared to provide specific examples of how you have driven operational excellence in previous roles.
• Show a willingness to learn and adapt to new technologies and processes, particularly AI-driven automation tools.
• Ensure your resume and cover letter demonstrate your ability to work in a fast-paced, collaborative environment.
• Prepare to discuss your understanding of deal desk operations, statement of work management, and CPQ processes during the interview.
• Research Gainsight's customer success platform and be ready to discuss how your skills align with the company's goals and products.