EMEA Senior Operations Specialist - Training and Certification
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We’re looking for a highly motivated individual to join our Training & Certification team in EMEA, being part of a global team, empower us to focus on customer and partner success and directly impact the growth of the MuleSoft ecosystem targeting specific needs in the EMEA region.
The primary purpose of this role is to oversee the daily operations of the MuleSoft Training business in the region. The ideal candidate thrives working under pressure, is analytically minded, data-driven and proactive.
Primary Responsibilities (Essential Functions):
Own the regional operation needs and collaborate with the Head of EMEA - Training & Certification on regional initiatives.
Accountable for the accuracy and completeness of the Class Schedule for EMEA
Compile, track and analyse ACV deals and their relationship with Training.
Team with global operations, regional advisory and delivery manager on different initiatives, both globally and within EMEA
Keep track of team expenses including open POs.
Manage incoming inquiries from customers and route them accordingly
Make sure all payments for classes are processed
Monitor and inform on expiring Training Credits
Lead and execute the setup of private classes.
Support in region Marketing activities
Present a weekly status update to EMEA Training Team
Suggesting process improvements - as Muley’s we’re constantly looking to pave new roads
Sync with other Regional Operations to collaborate on common processes
Cross-functional partnering with the Sales and Channels teams
To provide urgent Class Support for instructors or escalate when necessary
Other duties as assigned
Knowledge and Skill Requirements:
Highly organized, proactive and detail‐oriented
Knowledge of purchasing processes, agreements, purchasing order terms & conditions
Demonstrated professional email etiquette
Proficiency in Excel or Google Sheets, being able to use Pivot Tables, formulas and manipulate data
Familiarity with using Salesforce for opportunity management and reporting
Ability to learn quickly and follow processes and policies while providing solutions in occasionally ambiguous situations in a fast-paced environment
Able to reprioritise and deliver on tasks at short notice
Desirable: Tableau experience or a similar BI Tool
Desirable: Zendesk or similar ticketing system
4+ years of experience in project support/reporting analyst/Operations analyst within a high volume, fast-paced environment
Strong written and spoken communications skills, as well as English fluency
Capable problem solver, by isolating issues and gather necessary resources
Ability to manage in high activity and high transaction environment
A confident presenter of data and other graphical information
Desirable: Proven track record working in the Training and Certification environment.
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