About this Post Sales AI Automation Manager role at Walkme
This is a dual-mandate, individual-contributor role: roughly half your time is spent as the Ops backbone for Delivery (Partner Success, Client Solutions, PS backup), and half leveraging your AI skills & experience to build and scale an automation layer that removes friction across post-sales workflows for the broader CSG Operations team.
What You'll Own
Delivery Operations AI Automation (Partner Success, Client Solutions, PS)
Serve as the primary Ops focal point for Partner Success and Client Solutions, and as backup support to the Ops lead for Professional Services.
Proven track record leading process-improvement initiatives with a clear methodology and hands-on ownership of outcomes
Build and maintain dashboards and reporting for CSG leadership, including models and metrics for services and partner project implementations, utilization, capacity planning, project accounting, project margins, time-to-value (TTV), forecasting, and engagement health.
Conduct analysis on account segmentation, capacity planning, and coverage models to support continuous planning cycles.
Ensure Salesforce and PSA data structures are architected and maintained for accurate reporting, analysis, and insight generation.
Own Delivery team compensation design, planning, and reporting for monthly and quarterly cycles.
Own department and individual performance KPI reporting for weekly, monthly, and QBR reviews.
Develop, document, and maintain SOPs and policies for data collection, storage, and reporting across Partner Success, Client Solutions, and Professional Services.
Manage the Delivery Ops request queue and troubleshoot operational issues as they surface.
Partner cross-functionally with IS/BI/CoE, Sales Ops, Marketing Ops, Partner Ops, Deal Desk, Finance, and Compensation teams.
Serve as the focal point for AI-driven automation across post-sales Delivery workflows, identifying manual, repetitive, or error-prone processes and re-architecting them into automated, agile workflows.
Design and implement integrated automations connecting Salesforce, the PSA platform (Certinia or similar), product/usage data, and reporting/dashboarding tools — removing swivel-chair work and manual handoffs between systems.
Evaluate and deploy AI tools, no-code/low-code automation platforms (e.g., Salesforce Flow, Certinia automation, Workato, Zapier, or similar) and AI agents to streamline Delivery operations at scale.
Build reusable automation playbooks and standards that other CSG Ops functions can adopt as the team matures its automation maturity.
Partner with the CIO organization (IS/BI/CoE) and Product teams to ensure automations are scalable, governed, and aligned with enterprise data architecture.
Track and report on efficiency gains, time saved, and process improvements delivered through automation initiatives.
What You Need to Succeed
Minimum 3-5 years of experience in Post-Sales Operations (Professional Services, Partner Success, Client Solutions, Customer Success, or similar) in a SaaS environment.
Full working knowledge of Delivery/Implementation functions — Professional Services, Partner Success, and Client Solutions/Technical Solutions Architecture — including their methodologies, KPIs, and operating rhythms.
Hands-on experience with PSA (Professional Services Automation) platforms — Certinia (FinancialForce), Kantata (Mavenlink), BigTime, NetSuite OpenAir, ConnectWise PSA, or similar.
Experience standing up (AI powered) automation standards or playbooks for a growing post sales Delivery Ops function.
Advanced Salesforce data architecture experience — object relationships, data modeling, custom report types, calculated and formula fields, workflows, and governance across a complex org. Lightning experience preferred.
Advanced Excel / Google Sheets skills — pivot tables, SUMIFS, VLOOKUP/XLOOKUP, INDEX/MATCH — for complex, multi-source data management.
Proven experience designing and deploying AI-powered automation for post-sales workflows, integrating data across Salesforce, product/usage platforms, PSA tools, and reporting/dashboarding systems.
Comfort using AI tools (Claude, Gemini, ChatGPT, etc) and no-code/low-code automation platforms (Salesforce Flow, Workato, Zapier, or similar) to build production workflows; basic scripting or SQL is a plus but not required.
Versed in Professional Services and Partner project KPIs: forecasting, planning, utilization, project health, backlog, project accounting, margins, and time-to-value.
Prior people-management experience is a strong plus — this is an individual-contributor role, but candidates who have led teams and bring that judgment and maturity to a hands-on capacity are highly valued.
Self-starter who takes ownership and navigates ambiguity in an ever-shifting environment.
Ability to translate complex datasets and automation concepts into clear, actionable insight for cross-functional partners and leadership.
Bachelor's degree or equivalent work experience required.
