Job Overview:

We are seeking a dynamic and experienced SaaS Operations Manager to oversee and optimize our suite of SaaS applications, including NetSuite, HubSpot, Monday.com, Salesforce, and other cloud-based solutions. Reporting directly to the Senior Director of IT, driving technological advancements and ensuring the seamless operation of our IT infrastructure by collaborating with senior leadership, contributing to strategic initiatives, and playing an integral role in shaping the future of our technology landscape.

The ideal candidate will have a strong background in managing SaaS platforms, negotiating contracts, leading the assessment and selection of new technology solutions, and a dedication to enhancing the efficiency of our operations through innovative solutions.

Key Responsibilities:

Team Leadership:

• Work cross-functionally with IT, Finance, and business operations teams to ensure the effective deployment, management, and ongoing performance of SaaS applications.
• Mentor and support junior team members, providing guidance on administrative tasks, SaaS best practices, and troubleshooting.
• Collaborate with finance teams to ensure that SaaS expenses align with overall financial strategies.

SaaS Application Management:

• Oversee the administration and operation of key SaaS tools (HubSpot, NetSuite, Salesforce), ensuring smooth integration, usage, and performance within the organization.
• Ensure that SLAs are met for all SaaS applications, including uptime, performance, and support response times.
• Oversee integrations between various SaaS platforms to ensure seamless data flow and operational efficiency.
• Manage user accounts, permissions, and access controls to ensure data security.
• Provide timely updates and status reports on the health of our SaaS based solutions and the teams supporting the business operations.
• Develop and enforce policies, procedures, and best practices for SaaS operations, security, and compliance.
• Manage SaaS application budgets, ensuring costs stay within approved limits and provide financial reports on usage, subscriptions, and cost optimization opportunities.
• Identify opportunities to improve workflows and operational efficiency by optimizing the use of SaaS tools.
• Develop and implement best practices for SaaS operations to enhance system utilization, collaboration, and performance across the business.
• Conduct assessments for new and existing SaaS tools, analyzing their relevance, functionality, and ROI in alignment with the business's requirements.
• Provide recommendations to clients regarding new SaaS tools based on thorough evaluations, ensuring they meet the organization's operational and financial goals.

Vendor Relationship & Contract Management:

• Manage vendor relationships for SaaS applications, ensuring that the terms of service are met and that contracts are renewed or renegotiated when necessary.
• Lead contract negotiations with SaaS vendors, ensuring favorable terms and pricing that align with the company's needs.
• Negotiate contracts and service agreements with SaaS vendors, ensuring favorable terms and conditions for the company.
• Manage vendor relationships and act as the primary point of contact for contract discussions and renewals.
• Ensure compliance with contractual obligations and service level agreements (SLAs).
• Maintain a repository of all contracts and related documentation for easy reference and audit purposes.

Issue Resolution & Troubleshooting:

• Escalation contact for the IT Service Desk for SaaS solutions with responsibilities to troubleshoot and resolve user issues.
• Work with vendors and internal teams to identify root causes of issues, implement solutions, and prevent future occurrences.
• Monitor system performance, troubleshoot issues, and implement corrective actions as needed.
• Participate in on-call production support as an incident manager responsible for companywide communication and facilitating resolution of outages.

Required Qualifications & Skills:

Experience:

• 5+ years of experience in IT operations, specifically managing SaaS applications like HubSpot, NetSuite, and Salesforce.
• Strong background in administration and financial management of SaaS platforms.
• Proven experience in contract negotiation and vendor management.
• Experience in managing SLAs, ensuring service continuity, and mitigating risks associated with SaaS platforms.

Technical & Business Skills:

• Understanding of SaaS architecture, system integrations, and operational workflows.
• Strong financial orientation with the ability to manage budgets, forecast costs, and optimize SaaS expenditures.
• Experience with troubleshooting and resolving technical issues related to SaaS tools and integrations.

Soft Skills:

• Exceptional communication and negotiation skills with the ability to interact with both technical teams and business stakeholders.
• Strong problem-solving abilities and attention to detail in managing day-to-day operations and troubleshooting issues.
• Ability to manage multiple priorities and navigate the complexity of remote collaboration across teams.

Education:

• Bachelor’s degree in Information Technology, Business Administration, or a related field. Equivalent work experience will also be considered.

Preferred Certifications:

• Certification in ITIL or Project Management (PMP, Agile, etc.) is a plus.
• Salesforce Administrator or NetSuite certifications are advantageous but not required.

Additional Information:

• Remote with quarterly travel to client locations (primarily within the Central States).
• All Candidates must have Lawful employment in the USA on a permanent basis without sponsorship or representation.