Remote Customer Experience Analyst Jobs in Rochester, NH

At Loftware, It’s all right there — the scale, the expertise, and the opportunity to grow your career in a business-critical industry.

Job Title: Senior Professional Services Operations Analyst 

Possible locations: Portsmouth, NH, USA, Remote

Please note: Visa sponsorship is not available for this role.  

The Senior Professional Services Operations Analyst owns the operational foundation for Professional Services by maintaining accurate PSA (Certinia) and Salesforce data, supporting billing readiness, producing utilization and capacity reporting, and equipping PS leadership with reliable insights for decision-making. This role is responsible for disciplined financial hygiene, data quality, reporting accuracy, and cross-functional operational support across PS Ops, PMs, Finance, Cloud Ops, IT, and leadership.

Compensation: This role is offered at a salary range of $127,000 – $160,000 annually, commensurate with experience and qualifications. In addition to base salary, eligible employees will be offered a comprehensive benefits package.

Key Roles & Responsibilities:

• Own daily PSA (Certinia) workflows, including project setup, time entry validation, billing triggers, and utilization reporting.

• Monitor, triage, and resolve data quality issues across PSA and Salesforce before they affect billing, reporting, or downstream business processes.

• Own project financial hygiene, including billable-hours validation, POP/POC exceptions, milestone completion, and revenue schedule accuracy.

• Prepare weekly, audit-ready billing packages and serve as the primary point of contact for PMs and Finance on project financial questions.

• Produce weekly utilization rollups, variance analysis, and PM-level insights to support leadership visibility and operational decision-making.

• Support capacity planning inputs, including Cloud Ops hours, infrastructure allocations, cutover assumptions, and high-effort POC analysis.

• Maintain and improve operational tooling, workflow configuration, release notes, SOPs, and best-practice documentation.

• Participate in system migration and enhancement readiness activities, including data mapping, validation, testing, and defect triage.

• Deliver structured weekly summaries to PS Ops leadership and maintain clear communication with PMs, Technical Consultants, Cloud Ops, Finance, and IT.

• Surface operational blockers proactively and document issues, resolutions, and governance artifacts to support audit readiness and continuous improvement.

Business Expertise:

Requires strong knowledge of Professional Services Operations, PSA systems, Salesforce data objects, services-delivery workflows, project financials, billing readiness, utilization reporting, and capacity planning. The role must understand how PS Ops, PMs, Technical Consultants, Cloud Ops, Finance, IT, and leadership depend on accurate operational data and financial hygiene to manage revenue, delivery performance, reporting quality, and customer commitments.

Problem Solving: 

This position regularly resolves complex operational and financial issues involving cross-system data quality, PSA/Salesforce workflow discrepancies, billing exceptions, utilization variances, POP/POC exceptions, milestone completion issues, revenue schedule accuracy, and migration-readiness defects. The role requires both detailed analysis and practical judgment to determine when discrepancies affect billing, reporting, customer delivery, or leadership decision-making.

Nature & Area of Impact:

The role has direct impact on Professional Services billing accuracy, utilization visibility, reporting reliability, financial hygiene, and leadership decision-making. Positive performance improves audit readiness, revenue schedule accuracy, operational cadence, and cross-functional trust; gaps in execution could create downstream billing, reporting, forecasting, and delivery risks across PS Ops, Finance, PMs, Cloud Ops, IT, and leadership.

Interactions / Interpersonal Skills:

This role requires frequent, proactive collaboration with PMs, Technical Consultants, Cloud Ops, Finance, IT, and PS Ops leadership. The successful candidate must communicate clearly, translate operational and financial issues into actionable insights, build cross-functional trust, manage ambiguity, and provide data-driven updates suitable for both practitioners and leadership audiences.

Why Join Us? 

• Working for the undisputed global leader in a business-critical industry offers unparalleled possibilities.

• Our team is made up of the most talented, curious, and inspiring people in their fields, each bringing something unique to the table.

• We use the power of the global team.

• We set you up for success. We offer comprehensive training to all employees and place an emphasis on employee development.

We Win with Inclusion

At Loftware, inclusion, diversity, and belonging are paramount to our success and our culture. We are an equal opportunities employer. This means we are committed to recruiting qualified applicants regardless of race, color, religion, age, sex, gender, national origin, disability, or protected veteran status. We believe we are made stronger by the unique capabilities and qualities that each person brings to our company, and we invest in our employees to inspire confidence and help everyone realize their full potential. 

We make the Supply Chain work 

At Loftware, our end-to-end cloud-based labeling platform helps businesses of all sizes manage labeling across their operations and supply chain, and our solutions are used to print over 51 billion labels every year. With over 500 industry experts and 1,000 global partners, Loftware maintains a global presence with offices in the US, UK, Germany, Slovenia, China, and Singapore making us a trusted partner for companies in automotive, chemicals, clinical trials, consumer products, electronics, food & beverage, manufacturing, medical device, pharmaceuticals, retail/apparel, and more. 

More about us: About Loftware | Global Leader in Enterprise Labeling & Packaging

Join us — #It’s all right there.