AI Automation Lead, Post-Sales Operations

WalkMe is hiring a AI Automation Lead, Post-Sales Operations to serve as the Operations focal point for our Post-Sales CSG functions. The CSG Operations team is the right hand of the Customer Success Group organization (all Post-Sales GTM teams) under the Chief Customer Officer. Reporting to the VP of CSG Operations, this role partners with Ops leads across Customer Success, Support, Renewals, Delivery, Scaled Success, Customer Experience & also Sales to drive data-driven decisions, operational efficiency, and scalable automation across all post-sales functions.

This role is accountable for AI Automation strategy and execution for post-sales workflows, eliminating manual processes, scaling an automation layer that removes friction across post-sales workflows for the broader CSG organization across Salesforce, PSA platform, product data, and reporting/dashboarding platforms.

What You'll Own

Post Sales Operations AI Automation Strategy and execution

Develop, document, and maintain SOPs and policies for data collection, storage, and reporting across all post sales functions

Serve as the focal point for AI-driven automation across post-sales workflows, identifying manual, repetitive, or error-prone processes and re-architecting them into automated, agile workflows.

Partner cross-functionally with IS/BI/CoE, Sales Ops, Marketing Ops, Partner Ops, Deal Desk, Finance, and Compensation teams.

Design and implement integrated automations connecting Salesforce, the PSA platform (Certinia or similar), product/usage data, and reporting/dashboarding tools — removing swivel-chair work and manual handoffs between systems.

Evaluate and deploy AI solutions, no-code/low-code automation platforms (e.g., Salesforce Flow, Certinia automation, Workato, Zapier, or similar) and AI agents to streamline post sales operations at scale.

Build reusable automation playbooks and standards that other CSG Ops functions can adopt as the team matures its automation maturity.

Partner with the CIO organization (IS/BI/CoE) and Product teams to ensure automations are scalable, governed, and aligned with enterprise data architecture.

Track and report on efficiency gains, time saved, and process improvements delivered through automation initiatives.

What You Need to Succeed

Minimum 3-5 years experience in Post-Sales Operations in the SaaS industry.

Proven track record leading process-improvement Automation initiatives with a clear methodology and hands-on ownership of outcomes

Experience standing up (AI powered) automation standards and playbooks for a growing post sales Ops function.

Advanced Salesforce data architecture experience — object relationships, data modeling, custom report types, calculated and formula fields, workflows, and governance across a complex org. Lightning experience preferred

Experienced in designing and deploying AI-powered automation for post-sales workflows, integrating data across Salesforce, product/usage platforms, PSA tools, and reporting/dashboarding systems.

Proven experience with AI LLMs prompting (Claude, Gemini, ChatGPT, n8n etc) and no-code/low-code automation for post sales platforms (Salesforce Flow, Workato, Zapier, or similar) to build production workflows; basic scripting or SQL is a plus but not required.

Advanced Excel / Google Sheets skills — pivot tables, SUMIFS, VLOOKUP/XLOOKUP, INDEX/MATCH — for complex, multi-source data management.

Ability to translate complex datasets and automation concepts into clear, actionable insight for cross-functional efficiencies

Prior people-management experience is a strong plus — this is an individual-contributor role, but candidates who have led teams and bring that judgment and maturity to a hands-on capacity are highly valued.

Self-starter who takes ownership and navigates ambiguity in an ever-shifting environment.

Bachelor's of Science degree or equivalent work experience required.

What Sets Us Apart

• At WalkMe, we are dedicated to building a workforce that reflects the diversity of our global community and clients we serve through inclusive programs and initiatives including equal pay, employee resource groups, holistic benefits and more.  We are committed to fostering an inclusive culture which celebrates the unique experiences and perspectives each Team Member brings to the workplace.
• Hybrid Work Arrangement: We offer a hybrid work schedule to perfectly combine the benefits of remote work and the essential connections and collaborations of onsite work.
• Supportive Culture: We focus on the whole person, celebrating what makes us unique, and create space for community.
• Professional Development: We encourage continuous learning and offer opportunities for career development through our career compass offering.
• Stay healthy and happy with Wellness@WalkMe! Enjoy quarterly wellness reimbursements, daily BrightBreaks to recharge, and WalkMe’s annual Wellness Month every July—because your well-being matters all year long.
• WalkMe provides health coverage options, where applicable, to ensure employees have access to essential medical benefits. Our offerings are designed to support the well-being and diverse needs of our global workforce.
• WalkMe offers a generous annual leave policy tailored to meet regional standards, ensuring all employees enjoy sufficient time off to rest and recharge.
• WalkMe offers RefreshMe Days throughout the year to further strengthen our commitment to work/life balance.
• Robust Retirement Contributions: Ask HR about the specific offerings for your region!
• SAP's acquisition of WalkMe highlights a commitment to enhancing user experience and streamlining software interactions, offering opportunities to work with cutting-edge technology that drives efficiency and innovation in the workplace.