Customer Success Operations Analyst (Contract) at Ironclad | Powderkeg

Ironclad is the #1 contract lifecycle management platform for innovative companies. Every company, in every country, in every industry runs on contracts, but managing these contracts slows companies down and costs them millions of dollars. L'Oreal, Staples, Mastercard, and other leading innovators use Ironclad to collaborate and negotiate on contracts, accelerate contracting while maintaining compliance, and turn contracts into critical carriers of operational business intelligence. It's the only platform flexible enough to handle every type of contract workflow, whether a sales agreement, an HR agreement or a complex NDA.

Ironclad is [writing the narrative]( digital-contracting-on-demand/?wchannelid=l3gookxxq6&wmediaid=zkdmcjb8wa) that shows how beautiful and functional contracting will change business. We're a leader in the [Forrester Wave for Contract Lifecycle Management]( management/). We have been recognized as a Fortune Great Place to Work for four consecutive years. Our innovation and work culture have been recognized by [Glassdoor's Best Places to Work 2023]( Small-and-Medium-Companies-to-Work-For-LST_KQ0,43.htm), Forbes' [50 Most Promising AI Companies]( most-promising-artificial-intelligence-companies/?sh=434fb68277cf), Wing Venture Capital's [Enterprise Tech 30]( content/uploads/2021/02/2020ET30.pdf), and Gartner's Magic Quadrant. We work in a highly collaborative environment, and strive to foster a positive, inclusive culture. We're backed by leading investors like Accel, Y Combinator, Sequoia, and BOND. For more information, visit or follow us on LinkedIn and Twitter.

Role Overview:

Ironclad is looking for a CS Operations Contractor to join Customer Success Strategy & Operations from February through July (25hrs/week) to support the Professional Services team. This role will be focused on driving accuracy and quality of deal handoffs from the Sales organization, ensuring timely implementation project staffing and forecasting, documenting standard operating procedures, and running ad hoc projects that drive efficiency and productivity for the Services team.

Type : Contractor

Duration : February- July

Weekly Hours: 25hrs

**Responsibilities: **

  • Proactively monitor opportunity pipeline to anticipate services resource needs and partner with FP&A and leadership to ensure available capacity; adjust capacity model as needed.

  • Ensure all sales deals that are handed off to the professional services team contain accurate and complete information needed for implementation staffing.

  • Provision customer production accounts and features in order to ensure a seamless implementation handoff.

  • Attend weekly meetings with key business partners to surface incoming deals to the leadership team, review and staff pending project assignments, and leverage Kantata resource center information to make recommendations.

  • Complete data entry in Kantata for project resourcing once resources are decided to kick off the automated resource allocation process.

  • Optimize and maintain project templates in Kantata to accurately estimate hours per resource across the duration of project, and ensure the right dependencies exist so date changes cascade when timelines are adjusted.

  • Run monthly reports on project hours spent per resource and work with FP&A Finance team to update Capacity Model with such information.

  • Review Timesheets & Health Reports submitted each week, and follow up with teammates who have outstanding timesheets or incomplete health reports.

  • Document/update standard operating procedures and documentation on an as needed basis.

Requirements :

  • 3+ year prior experience in a Customer Success, Professional Services or Operations role.

  • Strong attention to detail and excellent communication skills.

  • Basic understanding of Quote-to-Cash procedures, ideally in Salesforce and Salesforce CPQ.

  • Ability to work in a fast-paced environment and manage multiple tasks at one time.

  • Working knowledge of Salesforce, Microsoft Excel, and Google Suite.

  • Problem solving and analytical skills.

  • Experience with Kantata is a plus.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Job Summary
  • Job Title
    Customer Success Operations Analyst (Contract)
  • Company
  • Location
  • Employment Type
    Full time
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