Lead Sales Operations Analyst - Professional Services

BMC Software•New York, NY

40d•Remote

About The Position

At BMC Helix, we don't do ordinary. We're the AI-native engine behind the world's most forward-thinking IT organizations, helping them focus on what matters most. What are we passionate about? We're here to reset the economics of enterprise IT and help others realize the ROI of AI. Helix's dynamic corporate teams are strategic and trusted advisors to the global organization supporting, enhancing, and driving Helix's vision, culture, growth, and so much more. Each individual within the corporate teams is a valued partner to the overarching success of Helix's employees and customers If you are looking for a company that gives you the freedom to expand your role, focuses highly on your professional development through continuous enablement, gives you an environment where you would feel happy to come to work, then Helix is the place to be. The Lead Sales Operations Analyst is responsible for overseeing and managing strategic initiatives within the Customer Success Management Operations department. This role involves ensuring the successful execution of various projects, implementing new capabilities for Customer Success personnel, and enhancing the overall customer experience. This role will work closely with cross-functional teams to drive operational excellence and achieve business objectives. Why Work Here? Because You'll Matter. We're not hiring for roles-we're hiring for impact. At Helix, you'll solve hard problems, build smart solutions, and work with people who challenge and champion you. You'll see your ideas come to life-and your work make a difference. We believe in trust, transparency, and grit. Our culture is inclusive, flexible, and built for people who want to stretch themselves - and support others doing the same. Whether you're remote or in-office, you'll find space to show up fully and contribute meaningfully. You won't be boxed in-you'll be backed up. Make Your Mark At Helix If Helix excites you but you're unsure if you meet every qualification, apply anyway. We value diverse perspectives and believe the best ideas come from everywhere.

Requirements

Proven experience in Program Management, Business Operations, or similar roles, preferably supporting Customer Success or Go-To-Market functions.
Proven ability to lead complex, cross-functional programs from inception to execution.
Strong understanding of change management principles and experience driving organizational adoption.
Excellent analytical skills with a data-informed mindset; able to turn insights into actions.
Proficiency with tools such as Salesforce, Gainsight, Tableau, Jira, or similar CS and analytics platforms.
Effective communicator with experience working across various levels of stakeholders, from ICs to senior leadership.
Process-oriented with a strong track record of operational excellence and continuous improvement.
Highly organized and capable of managing multiple projects in a fast-paced environment.
Familiarity with Customer Success metrics (e.g., NRR, churn, NPS, CSAT, time-to-value) and their operational impact.

Responsibilities

Lead cross-functional programs that drive operational efficiency, scalability, and performance across the Customer Success organization.
Define and execute end-to-end program plans, including scope, timeline, resources, risks, and change management strategies.
Partner with Customer Success, Finance, and Sales teams to align operational initiatives with business goals.
Design and optimize internal processes, workflows, and tooling to support CS strategy and improve the customer lifecycle.
Lead change management efforts to ensure successful adoption of new systems, processes, and capabilities within CS teams.
Facilitate stakeholder communication, alignment, and collaboration across multiple levels of the organization.
Drive the evaluation, implementation, and optimization of tools and technologies used by the Customer Success team.
Conduct business analysis to inform operational decisions and surface insights from customer health, usage, and engagement data.
Champion continuous improvement by identifying pain points, gathering feedback, and iterating on operational solutions.
Utilize AI and productivity tools to enhance team productivity and efficiency