Senior PS Operations Analyst

We’re building the AI-driven future of customer success, from retention to growth! Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers. To explore how our suite of solutions is shaping the future of customer success, check out the link.  About This Role: We’re looking for a full-time Senior PS Operations Analyst to join our Professional Services team  reporting to the Director, Professional Services Operations. This role is a hybrid role based out of Hyderabad, India. In this role, you’ll play a key role in supporting and optimizing the Professional Services sales and delivery function by driving operational excellence across deal desk operations, statement of work processes, margin validation, and CPQ management that directly impact revenue performance. This is a great opportunity for someone who thrives in a fast-paced, collaborative environment and enjoys working cross-functionally with teams like Professional Services, Sales, and Revenue Operations. The ideal candidate brings strong skills in sales enablement operations, process standardization and improvement, and stakeholder communication and training. What You'll Do:  Support the deal desk intake queue, triaging incoming requests and ensuring each is routed to the correct workflow (new SOW, post-live SOW, change order, amendment, partner passthrough) Review, draft, and revise Statements of Work (SOWs) for new-business deals, post-live customer expansion, and change orders, partnering closely with PS Sales  Manage SOW redline cycles with customer legal and procurement teams, including documenting agreed-upon changes and routing for internal approvals where needed Coordinate with Sales, Customer Success, Legal, and Revenue Accounting to keep deals moving through the close cycle, particularly during fiscal quarter-end periods Maintain accuracy and consistency across SOW documentation, ensuring compliance with current pricing, services catalog, and approved terms Support Closed-Won quality control in partnership with Revenue Accounting, including order form review and NetSuite/SFDC integration validation Track and update status and ensure timely communication with stakeholders on in-flight requests Contribute to the development of SOW templates, playbooks, and standardized scoping packages to reduce custom work and accelerate turnaround Identify recurring redline patterns and partner with PS Leadership and Legal to build pre-negotiated alternative language that shortens negotiation cycles Help define and document deal desk processes, including intake standards, escalation paths, and SLAs Participate in process improvement initiatives across the PS Operations team, including tooling migrations (PSA, contract management) and AI/automation rollouts Support sales enablement by contributing to training materials and helping teams understand PS scoping, pricing, and delivery   This is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role will require occasional travel for team meetings, training, or company events. What We're Looking For:  5-8 years of relevant experience and a Bachelor's Degree (or equivalent combination of education and experience), required. Deal Desk, SOW or order management experience Operational rigor with continuous process improvement Discovery and requirements gathering Business analyst or technical analyst Nice-to-have skills: Project Coordination, Project Management, or Intake Management experience Implementation or Onboarding experience Content Management Quality Assurance Training, coaching or mentoring Why You’ll Love It Here: Gainsight is a place where innovation is shaped through collaboration, curiosity, and a shared focus on solving real-world problems. With a growing suite of products across customer success, product experience, community, education, and AI-powered relationship intelligence, we continue to evolve with the needs of our customers. When people with diverse strengths, a strong sense of community, and true passion for our mission come together, they drive greater impact and create lasting value. What underpins it all is a culture that offers the stability, trust, and support that people need - not just to do the job, but to show up as themselves and feel connected to the work they do. Gainsters love working here for several reasons. Here are a few: Our Compensation and Benefits: At Gainsight, we believe great work happens when teammates feel fully supported.  We offer a comprehensive benefits package including full health coverage (including OPD), wellness and mental health resources, flexible remote work options, and childcare assistance. You'll also enjoy dedicated Recharge Holidays - one long weekend each quarter to relax and reset. Our Core Values: We are guided by our values and our mission to be living proof you can win in business while being Human-First. Learn more here. Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our teammates learn, grow, and thrive. Our Parody Videos: No explanation needed. Just watch them here! If this sounds like the right role for you, we’d love to hear from you. Additional Information: We’re committed to creating an inclusive, fair, and transparent hiring process. As an equal opportunity employer, we celebrate diversity and are committed to creating a welcoming experience for all candidates. If you require accommodations or have questions about how your personal data will be used during the hiring process, please contact recruiting@gainsight.com.  If you’re applying for a role through an Employer of Record (EOR) or contractor arrangement, please note that employment terms and benefits are managed by the EOR or may not apply to non-EOR contractors.