Sr. Manager-Global Sales Operations

We are currently seeking an upbeat Sales Operations leader to fill the position of our Sr. Manager-Global Sales Operations. This leader will be responsible for:

• Playing a mission-critical role in the scale-up of a rapidly growing digital solution business, with customer value, success, retention and growth at the core
• Being outcome-driven with extraordinary skills across customer operations, sales operations, communication, and program management skills
• Creating and rolling-out a sales operations team to ensure our organizational goals are met
• Developing and operationalizing Relevantz’s sales operations strategy
• Owning our Customer Success Measurement & Engagement programs
• Interacting frequently and collaborating with Sr. Leadership, Client Partners, and engineering leadership to ensure the needs of our customers and our organizational sales goals are being properly tracked and measured

Qualifications

• Proven track record of creating and executing customer success programs such as surveys, and advisory boards
• Proficiency in creating and tracking KPIs, and regular reporting of performance against them
• Data-Driven decision making is a must for this role
• Demonstrable ability to communicate, present and influence key stakeholders at all levels of an organization, including executive and C-level
• Solid experience with CRM software (e.g. Salesforce, Zoho CRM or HubSpot), MS Office (particularly MS Excel and PowerPoint), and Google Suite Tools
• Experience delivering client-focused solutions to customer needs
• Proven ability to juggle multiple projects at a time, while maintaining sharp attention to detail
• Excellent listening, negotiation and presentation abilities
• Strong verbal and written communication skills

Responsibilities

Customer Success

• Leading, mentoring, and growing members of the customer success team and identifying potential new team members from around the organization
• Defining and executing an overall customer success plan and monitoring success against the agreed criteria
• Creating, owning and running customer outreach programs for qualitative measurement of customer success
• Creating, owning, and executing customer satisfaction survey methods for quantitative measurement of customer success (NPS, CSAT)
• Repeatedly assessing customer health to identify accounts at risk as early as possible
• Creating and executing internal and external customer success initiatives to ensure customer satisfaction
• Internal evangelism of our customers, their needs, struggles, and successes to ensure the entire organization understands and empathizes with our customer base

Proficiencies

Sales Operations

• Driving the selection and rolling-out of CRM and Sales tools and processes as well as driving adoption of those tools and processes to support proper tracking of sales initiatives and KPIs
• Building, executing, and maintaining the sales operations processes in order for a successful end-to-end sales process
• Maintaining, updating, and improving sales reports/dashboards
• Managing a team to build ad-hoc reporting requests and provide day to day support to the sales teams (first line of support)
• Providing insights to leadership teams on impact of strategic initiatives and metrics
• Developing forecasts and analytical models to determine conversions and ROI
• Managing data integrity and cleanliness (Opportunities/Quotes/Contacts)
• Communicating all Sales procedural changes
• Developing a solid understanding of sales best practices and methodologies