The GTM Operations Manager will be will have exceptional operational and analytical experience. You will partner with the Customer Training and Partner Success teams to enforce and improve processes, manage metrics and reporting and ensure consistency and maximum efficiency. You will also provide administrative support for our Learning Management System (LMS) and BlackLine U. This position splits about 50% of the time between supporting the Learning Management System used for our client training (the BlackLine U platform) which includes selection of a new LMS as well as the implementation of it, the systems admin and reporting associated with the LMS and its utilization. The other 50% of this position is operations focused and involved in the capacity planning, metrics and reporting, dashboards, and business intelligence in support of the Partner Success (our Customer Team focused on any and all partner relationships including SAP) and Customer Training departments. We are looking for someone who is an independent self-starter, a great communicator, and someone who thrives in a dynamic fast-paced environment.
Responsibilities:

• Develop and deliver accurate analyses, reports, dashboards and ad-hoc request for the Customer Training and Partner Success teams in order to optimize efficiency and effectiveness as well as present findings and provide actionable insight.

• Leverage business systems including SmartSheet, Salesforce, LearnUpon, and Gainsight to deliver reliable, scalable and efficient solutions to support services objectives.

• Primary administrator of the Learning Management System (LMS) which includes creating learning paths, publishing courses and managing users.
• Gather requirements and document workflow and identify key process and performance metrics improvements.
• Partner with assigned Customer Team orgs (Partner Success and Customer Training) to provide ad-hoc reports, financial and capacity models, implementing tools/systems and analysis for monthly and annual forecast adherence models, providing BI tools and dashboards in order to inform business leaders with actionable data for business execution.
• Set up onsite classes, virtual instructor-led classes via Webex, the LMS and training tenant environment tasks.
• Manage student registrations and enrollments, including communication of enrollment confirmations and reminders for all live virtual and onsite training events, both public and private.
• Administer student completion certificates, CPE Credits, and student evaluations.
• Track all training related CPE-content per NASBA guidelines for auditing purposes
• Provide data and metrics related to the CPE-content in the BlackLine U catalog to ensure continued accredited status, which is a large part of customer value in purchasing and renewing Training Services.
• Support operational tasks and metrics for a Partner Training and Certification program.
• Evaluate and make recommendations on automating and streamlining current processes.
• Respond to and address training-related questions/cases from customers, partners, and employees in a timely manner, working with BlackLine Support, as needed.
• Provide event management support for user conference and roadshows. This includes onsite support, demonstrating use of BlackLine U, answering questions etc.
• Partner with Finance to ensure accurate revenue recognition and expense reporting. Collaborate with leadership to track open initiatives/projects and associated forecasted expenses.
• Performs other duties as assigned.

REQUIRED Qualifications

• BS/BA in Business Administration, Finance or a related field
• At least 5 years of experience working in a product training organization supporting customer, partner, and internal audiences
• At least 3 years of demonstrated analytical experience building dashboards, reports, and capacity models
• Familiar with all operational and administrative facets of training delivery, virtual and onsite.
• Strong customer focus
• Ability to respond to questions within defined SLAs.
• Strong knowledge of Excel (vLookup, pivot tables, charts) and other tools to measure performance of a training business.
• Savvy with learning management systems.
• Ability to prioritize and balance multiple, on-going projects and adhere to project schedules.
• Ability to work independently and collaboratively, establishing excellent relationships with extended training team as well as with Product, Marketing, Support, Partner Channels, etc.
• Outstanding verbal and written communication skills and ability to communicate ideas and information effectively, clearly and concisely.
• Displays the ability to exercise independent judgment and discretion on managing important processes and execution in a global audience
• Strong team player, results driven, metrics-driven and thrives in fast-paced environment
• Excellent analytical thinking, problem solving, organizational and time management skill
• Ability to own responsibilities and make high level business decisions with limited supervision
• Ability to effectively partner with business leaders to understand strategy and provide suggestions on how to measure success of strategic objectives

PREFERRED QUALIFICATIONS

• Experience with Smartsheet, Salesforce, Webex, LearnUpon, Gainsight
• Familiar with BlackLine or other common financial systems such as Hyperion, etc. is a plus.