Senior Operations Data Analyst, Post Sales Delivery

About WalkMe (an SAP Company)

At WalkMe, now an SAP company, we're not just the leader in digital adoption, we started the digital adoption revolution - enabling organizations to pinpoint and resolve digital friction, regain control of their tech stack, and be better equipped to manage future change. With over 1,600 clients, including 55 Fortune 100 companies and 6 Fortune 10 companies working with us daily, we're transforming how enterprises interact with their technology.

If you're an expert in your field and looking for an opportunity to work, collaborate, and innovate with some of the most talented people out there, WalkMe is the place for you!

The Role: Sr Operations Data Analyst (Post Sales Delivery)

WalkMe is looking for a Sr Operations Data Analyst (Post Sales Delivery) to join our growing Customer Success Group (CSG) Operations team. The CSG Operations team is the right hand of the Customer Success Group organization under the Chief Customer Officer. Reporting to the VP of CSG Operations, you'll focus on delivering actionable insights and data-driven solutions to optimize post-sales delivery (Partner Success, Professional Services, and Technical Solutions Architecture). You will help guide our decisions with passion, data-driven analysis, and thoughtful recommendations. You'll work with a diverse cast in our CSG Ops organization to help guide the growth and performance of post-sales functions within CSG.

What You'll Own

• Build and maintain dashboards for CSG leadership, including models & metrics related to renewals, churn predictions, account health, resource and capacity planning, budgeting and forecasting.
• Conduct analysis on account segmentation, capacity planning, and coverage models, to support continuous planning cycles.
• Ensure data structures are optimized for accurate reporting, analysis and insights, to identify and address operational inefficiencies, and for reporting to CSG Leadership.
• CSG Compensation design, planning and reporting for monthly and quarterly cycles.
• CSG Department and individual performance KPIs reporting for weekly, monthly and QBR reviews
• Develop, document, and maintain CSG standard operating procedures (SOPs) and policies for data collection, storage, and reporting to drive efficiencies across teams
• Support the enablement of Customer Success Group methodologies, including process workflow documentation and policy development.
• Partner with cross-functional teams: CIO organization (IS/BI/CoE), Sales Ops, Marketing Ops, Partners Ops, Deal Desk, Finance and Compensation teams.
• Manage CSG Ops requests queue and troubleshoot operational issues as they surface
• Strategize and leverage AI capabilities for key business practices to improve quality and efficiency for post-sales functions.

What You Need to Succeed

• Minimum 3 years of experience in Data Analytics, with at least 2 years in a Post-Sales Delivery capacity (Professional Services, Partners or TAMs organizations) in a SaaS environment.
• Advanced AI capabilities (preferable in Gemini & Claude).
• Advanced Excel/Google Sheets Experience (Pivot Tables, Sum ifs, V-lookups, index matching).
• Advanced Salesforce data structure knowledge, full data structure understanding, complex dashboards and reports, custom report types, calculated fields, workflows, formula fields. Lightning experience preferred.
• Optional: Anaplan experience for business planning purposes and Certinia for engagements data management.
• Self-starter with the ability to take ownership while navigating in an ever-shifting environment.
• Ability to explain complex datasets and trends in clear terms to help cross-functional partners drive success using your insights.
• Experience providing Quantitative Data and Financial Analysis to leadership for informed decision-making.
• Bachelor's degree or equivalent work experience required.

What Sets Us Apart

• Diversity, Equity, and Inclusion: We are dedicated to building a diverse workforce and fostering an inclusive culture that celebrates unique experiences and perspectives.
• Hybrid Work Arrangement: Enjoy a hybrid schedule that balances remote work with essential in-office collaboration.
• Supportive Culture: We focus on the whole person, celebrating individuality and creating space for community.
• Professional Development: We encourage continuous learning and offer career development opportunities through our Career Compass offering.
• Wellness@WalkMe: Quarterly wellness reimbursements, daily BrightBreaks, and an annual Wellness Month in July.
• Health Coverage: Applicable health coverage options to support employee well-being.
• Generous Leave Policy: Ample annual leave to rest and recharge, plus RefreshMe Days throughout the year.
• Retirement Contributions: Robust contributions; ask HR for regional specifics.
• SAP Acquisition: Opportunities to work with cutting-edge technology that drives efficiency and innovation.

Compensation & Benefits

• The OTE for this role is between $145,000 and $165,000, including salary and variables. Actual base pay depends on factors like location, training, transferable skills, experience, business needs, and market demands.
• This role may be eligible for bonus and benefits as part of a competitive total rewards package.

Diversity, Equity, and Inclusion (DEI)

At WalkMe, we approach DEI with the same collaboration, innovation, and accountability as the rest of our business. We believe in the value of diversity and are committed to ensuring an equitable and inclusive workplace where every employee has an equal opportunity to achieve success.

WalkMe does not discriminate. If a candidate requires a reasonable accommodation to complete a job application, pre-employment testing, or a job interview or to otherwise participate in the hiring process, please contact your Talent Acquisition partner immediately.

TO ALL RECRUITMENT AGENCIES: WalkMe does not accept agency resumes. Please do not forward resumes to WalkMe employees or any other company location. WalkMe is not responsible for any fees related to unsolicited resumes and will not pay fees to any third-party agency or company that does not have a signed agreement with the Company for this specific role.