Professional Services Operations Specialist

Location: Pune
Department: Customer Success

About Us:

AppZen is the leader in autonomous spend-to-pay software. Its patented artificial intelligence accurately and efficiently processes information from thousands of data sources so that organizations can better understand enterprise spend at scale to make smarter business decisions. It seamlessly integrates with existing accounts payable, expense, and card workflows to read, understand, and make real-time decisions based on your unique spend profile, leading to faster processing times and fewer instances of fraud or wasteful spend. Global enterprises, including one-third of the Fortune 500, use AppZen’s invoice, expense, and card transaction solutions to replace manual finance processes and accelerate the speed and agility of their businesses. To learn more, visit us at www.appzen.com.

About the Role:

You will run the operations behind our Professional Services portfolio: utilization and margin reporting, resource planning, project financials, SOW review and governance. You will bring data and structure to delivery leaders, Finance and Sales.

Responsibilities:

• Reporting: Publish weekly reports on project status, utilization, realization, margin, backlog and forecast accuracy.
• Resourcing: Run capacity planning and weekly staffing, and forecast hiring and contractor needs.
• Project financials: Track budgets and burn, provide revenue recognition and billing inputs, and manage change orders with Finance.
• Timesheets: Drive 95%+ on-time timesheet compliance.
• SOW review: Review SOWs against financial and compliance policies, and manage exceptions through to signature.
• Governance: Run portfolio reviews with clear RAG status, risk logs and escalations; track customer health and NPS (Catalyst, Retently).
• Data and tools: Extract and reconcile fees, overages and renewals from SFDC; own PSA/PMO tool data quality.
• Improvement: Automate manual steps and lead process improvement initiatives.

Qualifications:

• 5–8 years in PS operations, PMO or services finance, with 3+ years at a SaaS product company.
• Strong grasp of PS metrics: utilization, realization, margin, backlog and forecasting.
• Working knowledge of services revenue recognition (fixed-fee, T&M, milestones).
• Experience with capacity planning and SOW or contract review.
• Advanced Excel and PowerPoint; experience with SFDC and a PSA/PMO tool (GoodDay, Asana or similar).
• Clear communicator who can influence without direct authority.