Manages a Sales Operations Support team serving account executives through quoting, order booking, post-sales support, request distribution, escalations, SLA compliance, and month-end processing. Coaches specialists, coordinates coverage, ensures quote-to-cash accuracy, and drives process improvements and change management. The role requires expertise in Salesforce, CPQ, service management systems, sales operations processes, financial acumen, and consulting, SaaS, managed services, or infrastructure quote-to-cash workflows.
The Manager, Sales Operations Support partners with the Sales Operations Support, Sales, and Client Experience teams. They are responsible for providing operational support to the sales team, optimizing sales processes and analyzing performance data to enhance sales productivity and effectiveness.
Essential Duties
- Lead a team of Sales Operations Support Specialists which supports NRI’s Account Executives by providing client-facing quotes, booking orders, and addressing post-sales requests as appropriate.
- Coach Sales Operations Support Specialists on NRI and partner business processes and answer day to day questions
- Distribute incoming requests in service request management system, ensuring appropriate and efficient division of labor, meeting service level agreements (SLAs)
- Provide occasional overflow support as necessary.
- Proactively review and escalate aging requests to ensure SLA compliance.
- Coordinate time off requests and coverage for team members, ensuring adequate coverage for business operations.
- Ensure new orders are booking accurately and based on complete required information according to NRI standard business processes, and according to SLAs.
- Coordinate month end booking process, ensuring that all targeted orders are booked on time.
- Address initial escalation requests from internal and external clients including Sales, Application Solution and Design (presales engineering), and Finance teams, both for old business and new business
- Assist Sales Operations Support Specialists in directing out of scope requests to appropriate Core or partner teams to ensure requests are addressed.
- Understand the industry environment.
- Attend both internal and external meetings as needed (typically via Microsoft Teams or Cisco Webex with camera on)
- Participate in online training sessions provided by our key partners as appropriate.
- Represent and deliver on NRI goals, mission and values.
- Continually looking for ways to maximize efficiency and better meet the needs of our clients, recommending process improvements and assisting in change management activities associated with business process changes that impact the team.
Knowledge, Skills, and Abilities
- Bachelor’s degree in business administration, Sales, Marketing, or a related field.
- 3-5 years of leadership experience.
- Excellent written and verbal communication skills.
- Comprehensive understanding of standard quote to cash business processes.
- Strong working knowledge of Salesforce, Salesforce Service Cloud, Salesforce CPQ, and service request management systems (Zendesk, ServiceNow, etc.)
- Process Expert: Strong process management skills and financial acumen.
- Excellent analytical and problem-solving skills.
- 5+ years of experience with quote-to-cash workflow for consulting services, managed services, software as a service (SaaS), and infrastructure solutions.
- Proficient in Salesforce and Microsoft Office (Outlook, Excel, Word and PowerPoint).
Benefits
You'll love working at NRI not just for the usual benefits, but for our environment and culture!
You'll work with a great group of people in a highly collaborative team and results oriented atmosphere.
You'll have the opportunity to work in a dynamic and extremely positive environment where there is always the opportunity to challenge your skills and really move the needle.
You’ll work with large, sophisticated, and progressive clients throughout North America.
We provide a comprehensive benefits program including: Health, Vision, and Dental Insurance, Life Insurance, Health/Dependent Care Flexible Spending, 401(k) Plan, Short-Term and Long-Term Disability Coverage, Generous Vacation and Flex Time Off Programs, Company Paid Holidays, and Training and Development Opportunities.
Notices
The above description is intended to describe the general nature and level of work performed by individuals assigned to this position. This is not intended to be an exhaustive list of all responsibilities, duties, knowledge, skills, or experience required of individuals in this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities.
NRI North America is proud to be an Equal Opportunity/Affirmative Action employer.
NRI North America will accept applications on an ongoing basis.
NRI North America will consider qualified candidates with criminal histories in a manner consistent with The Los Angeles Fair Chance Initiative for Hiring Ordinance.
If you require reasonable accommodation in completing an application, interviewing, or otherwise participating in the hiring process, please direct your inquiries to [email protected].
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