Services Ops Specialist

3 Weeks ago • 3 Years +

Job Summary

Job Description

The Services Ops Specialist role at Highspot involves leading the onboarding process for new hires within the Customer Success and Services organization. Responsibilities include managing the end-to-end onboarding, scheduling live sessions for training, and providing early product education. The specialist will ensure new team members have access to the necessary tools and understand the Standard Operating Procedures. This role requires developing and maintaining dashboards, reports, and KPIs to track onboarding effectiveness and service performance. The specialist will collaborate with various teams to drive continuous improvements in playbooks and methodologies, ultimately enhancing the customer experience. Furthermore, they will work on financial reporting to ensure accurate tracking of services bookings and revenue.

Must have:

3+ years of experience in service delivery or onboarding roles.
Strong ability to work independently and collaborate with global teams.
Excellent verbal and written communication skills.

Good to have:

Experience in a SaaS or enterprise software environment.
Prior experience delivering technical training.
Experience using collaborative work management tools.

13 skills required

13 skills required for this role

Add these skills to join the top 1% applicants for this job

css

data-structures

airtable

communication

scalability

financial-data-analysis

resource-allocation

revenue-recognition

resource-planning

onboarding-process

cross-functional

saas-business-models

talent-acquisition

Job Details

About Highspot

Highspot is a software product development company and a recognized global leader in the sales enablement category, leveraging cutting-edge AI and GenAI technologies at the core of its robust Software-as-a-Service (SaaS) platform. Highspot is revolutionizing how millions of individuals work worldwide. Through its AI-powered platform, Highspot drives enterprise transformation to empower sales teams through intelligent content management, training, contextual guidance, customer engagement, meeting intelligence, and actionable analytics. The Highspot platform delivers advanced features tailored to business needs, in a modern design that sales and marketing executives appreciate and is the #1 rated sales enablement platform on G2 Crowd.

While headquartered in Seattle, Highspot has expanded its footprint across America, Canada, the UK, Germany, Australia, and now India, solidifying its presence in the Asia Pacific markets.

About The Role

Highspot is seeking a highly autonomous and experienced operations and Onboarding Specialist to support new hires within the CSS team and optimize the operational effectiveness of the services team. This role will play a critical part in ensuring new team members are set up for success, providing hands-on guidance and support while measuring the impact of onboarding initiatives. This role will work cross-functionally with professional services, revenue operations and product teams to streamline service delivery reporting and analytics. It requires strong communication skills, technical knowledge, and a people-centric approach.

Responsibilities

Onboarding Execution: Lead and manage the end-to-end onboarding process for the Customer Success and Services organization , ensuring they are effectively ramped up within their first 3 months. The onboarding process should be built using the Highspot Training and Coaching functionality.
Live Onboarding Sessions: Schedule live dedicated onboarding sessions, including mock conversations, case study reviews, tool setup walkthroughs, and explanations of different workflows. Pull in SMEs and additional functions to lead / support these live sessions as needed.
Product and Service Expertise: Develop a deep understanding of Highspot’s products and services, enabling you to deliver early product education and support to new hires.
Tool Access and Processes: Ensure new team members have access to the right tools, providing training on tool usage and coordinating with IT for proper setup. Also ensure new team members are educated on Standard Operating Procedures (SOP) needed to be successful in their roles. Create SOPs where needed.
Support Queue Integration: Assist new hires in getting set up on the support queue and understanding its operation.
Performance Measurement: Establish key metrics to assess the success of the onboarding process and measure individual progress.
Progress Reporting: Send biweekly onboarding progress reports and meet with managers to review individual onboarding progress, ideally using scorecards and analytics from Highspot.
Collaboration: Work closely with CSS Managers, ICs, Learning & Development, and other cross-functional partners to ensure alignment and consistency in onboarding practices. Partner with these personas to also support the creation of everboarding materials and change management
Feedback and Iteration: Continuously refine onboarding processes based on feedback from new hires and team leads to drive ongoing improvements. Ensures all onboarding content is up to date with the latest collateral and accessible to new hires
Process Improvement: Optimize operational processes within the Professional Services and Onboarding teams to improve efficiency and scalability.
Services Reporting: Develop and maintain dashboards, reports, and KPIs to track onboarding effectiveness and service performance. Support resource allocation and capacity planning for the Services team.
Delivery Methodology Improvements: Drive continuous improvements in playbooks, methodologies, and tools to enhance the customer experience.
Financial Reporting: Work with Revenue Operations and Finance to ensure accurate tracking of services bookings, time card billing, utilization, and revenue recognition.

Required Qualifications

Experience: 3+ years of experience in service delivery, services operations,, or onboarding roles, ideally in a SaaS or enterprise software environment.
Autonomy: Proven ability to work independently while maintaining close collaboration with global teams.
Product Knowledge: Strong aptitude for quickly learning complex products and services, with prior experience delivering technical training preferred. Ability to analyze data, generate insights, and drive process enhancements.
Communication: Excellent verbal and written communication skills, with the ability to simplify complex concepts for diverse audiences.
Coaching Skills: Strong mentoring and support abilities with a passion for helping others succeed.
Attention to Detail: Ability to thoroughly and accurately complete tasks related to services data reconciliation.
Measurement Focus: Familiarity with creating and tracking success metrics for onboarding effectiveness. Experience in operations, analytics, or process improvement within a SaaS or technology company.
Cultural Awareness: Experience working in a global team with sensitivity to cultural differences.
Tool Proficiency: Experience using collaborative work management (e.g. Airtable, Smartsheet) and professional services automation tools.

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Equal Opportunity Statement

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of age, ancestry, citizenship, color, ethnicity, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or invisible disability status, political affiliation, veteran status, race, religion, or sexual orientation.

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