Post Sales AI Automation Manager

Raleigh / Austin / New York CityCustomer Success Group – CSG Strategy & Operations /Full-time /HybridIndustry leader? Well, how about an industry creator?!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.So, 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!WalkMe is hiring a Post Sales AI Automation Manager to serve as the Operations focal point for our Post-Sales Delivery functions — Partner Success and Client Solutions — while also acting as backup support to the Operations lead for Professional Services. In parallel, this role owns AI Automation strategy and execution for post-sales Delivery workflows, eliminating manual processes and replacing them with integrated, automated systems across Salesforce, our PSA platform, product data, and reporting/dashboarding tools.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.The CSG Operations team is the right hand of the Customer Success Group organization (all Post-Sales GTM teams) under the Chief Customer Officer. Reporting to the VP of CSG Operations, this role partners with Ops leads across Customer Success, Support, Renewals, Delivery, Scaled Success, Customer Experience & also Sales to drive data-driven decisions, operational efficiency, and scalable automation across all post-sales functions.What You'll OwnDelivery 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 outcomesBuild 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 SucceedMinimum 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.What Sets Us ApartAt WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more. We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.Stay healthy and happy with View email address on click.appcast.io! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.Robust Retirement Contributions: Ask HR about the specific offerings for your region!SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.Our job titles may span more than one career level. The OTE for this role is between $150,000 and $165,000 including salary and variables. The actual base pay is dependent upon many factors, such as: location, training, transferable skills, work experience, business needs and market demands. The base pay range is subject to change and may be modified in the future. This role may also be eligible for bonus and benefits as part of our competitive total rewards package.At WalkMe, we approach Diversity, Equity and Inclusion (DEI) with the same level of collaboration, innovation and accountability that we bring to 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.We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.