Business Operations Analyst
Remote India
About Acquia
Acquia empowers the world’s most ambitious brands to create digital customer experiences that matter. With open source Drupal at its core, the Acquia Digital Experience Platform (DXP) enables marketers, developers, and IT operations teams at thousands of global organizations to rapidly compose and deploy digital products and services that engage customers, enhance conversions, and help businesses stand out.
Headquartered in the U.S., Acquia is a Great Place to Work-CertifiedTM company in India, is listed as one of the world’s top software companies by The Software Report, and is positioned as a market leader by the analyst community. We are Acquia. We are building for the future and we want you to be a part of it!
We are actively seeking a qualified candidate to join our Customer Success Organization as a key member of the Customer Success Business Operations team. In CS Business Operations, we partner with key stakeholders across the company to drive improvements to the efficiency, profitability, effectiveness, and innovation of Acquia’s key business processes. Our Business Operations Analyst will be responsible for resource management across Expert Services and provide incremental support to the broader Customer Success organization. The core focus of this role will be ensuring that the Expert Services organization meets its business, financial, and customer satisfaction goals through effective and efficient resourcing.
Key Responsibilities:
Manage the global resource management program ensuring that customer-facing services engagements are staffed in a timely manner and that utilization is optimized across billable resources
- Become a trusted advisor and strategic partner to the Expert Services Leadership team with regards to delivery team capacity, quarterly bookings performance, hiring recommendations and ad hoc requests
- Establish a global view of resources, identify trends to enable forecasting, and proactive capacity planning
- Maintain and improve deployment of professional services automation tool (Mavenlink) for all resource management and reporting needs
- Develop, maintain and improve reporting on key business metrics across Expert Services including staffing, utilization, and project level financials
- Assist with ad hoc reporting, data collection, and strategic initiatives across Customer Success
- Provide support for other business operations process and ad hoc priorities as they arise
- Support other business operations processes and ad hoc priorities including reporting, data analysis and continuous improvement initiatives.
Qualifications:
- Degree in Business Administration, Finance or Operations Management preferred
- 3+ years of resourcing or staffing experience in a technical professional services environment
- Experience working in a global work environment working with teams across different time zones.
Excellent relationship management, persuasion, and negotiation skills in a global environment
- Strong analytical and strategic mindset with a focus on continuous improvement
- Knowledge of Microsoft Excel or Google Sheets
- Familiarity with professional services automation tools and any business intelligence (BI) platform; experience with Mavenlink or Domo is a plus
Individuals seeking employment at Acquia are considered without regard to race, color, religion, caste, creed, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. Whatever you answer will not be considered in the hiring process or thereafter.
