Sales Operations Director

Position Summary

The focus of the Sales Operations Director is overseeing the production of high quality, detailed work based on Centre established standards, guidelines, and procedures. The Sales Operations Director will be responsible for overseeing that all sales output is precise, leading to consistent work output and ensuring the proper level of support and maintenance of Centre accounts within their assigned territory in a sales environment. Additionally, this position will be responsible for performing all tasks related to customer agreements concerning Microsoft products, including 365 & Azure.

Essential Duties And Responsibilities

• Sales Operations Duties
• Ensure the Sales Operations team is ensuring proper registration of Centre Deals
• Maintain relationships with vendors for pricing discounts & opportunity updates
• Oversea the production of Centre Sales Quotes in Sell and create Opportunities in Manage for Account Executive
• Utilize ConnectWise Manage to assist with data entry of account information
• Review and monitor the current state of existing accounts and analyze trends
• Identify cross-sell opportunities for current Centre accounts
• Recommend areas of opportunity for Account Executives
• Update Company with data received from New Customer Form
• Forecast assistance (enter opportunities, upload opportunity documents, and update for run rate / renewal opp’s)
• Process Won opportunities, create SO’s and create Project / Service tickets
• Oversee the assistance to Account Executive in follow-up with customers regarding open opportunities
• Oversea the Account Executive in updating the Statement of Work (SOW) with remaining information once document is created by the RSM (customer contact information, site information, proof-reading document)
• Submit CSAT’s & RMA’s when necessary
• Agreement Analyst Duties
• Lead Agreement team ensuring proper training and team runs the processes new, updated, and canceled recurring agreements
• Prepares weekly Churn update report for CFO
• Monitors new agreement projects for set-up fees and monthly billing start up
• Work with Sales to determine agreement changes including additions and cancelations
• Manages/Monitors Agreement Board
• Manage internal product numbers; add new company MRR SKU’s
• Oversees quoting software, and ensures proper documentation and consistency throughout multiple software programs
• Manages the administration of offboarding customer agreements
• Manages monthly agreement updates of counts and usage
• Manages the preparation of monthly agreement billing discrepancy report 
• Manages the preparation of all monthly, pro-rated, and usage data for billing
• Provides Team backup for OTC Specialists (HW/SW Orders & Projects) as needed
• Stays up to date on all trainings and certifications for software and business partners
• Other duties as assigned
  
  

Education/Experience/Certifications

• 10+ Years of sales or customer service experience required
• Proficiency in computer systems (Microsoft Office, Internet, CRM) required
• 3-5 years of exposure to accounting
• Bachelor’s Degree required
• 3-5 years of exposure to IT related services and procurement
• 3-5 years of Project/Program Management
  
  

Competencies

• Adaptability – Accepts criticism and feedback. Adapts to changes in the work environment. Changes approach or method to best fit the situation. Manages competing demands
• Communications – Exhibits good listening and comprehension. Expresses ideas and thoughts in written form. Expresses ideas and thoughts verbally. Keeps others adequately informed. Selects and uses appropriate communication methods
• Customer Service – Displays courtesy and sensitivity. Manages difficult or emotional customer situations. Meets commitments. Responds promptly to customer needs. Solicits customer feedback to improve service
• Initiative – Asks for help when needed. Looks for and takes advantage of opportunities. Seeks increased responsibilities. Takes independent actions and calculated risks. Undertakes self-development activities. Volunteers readily
• Planning/Organization – Prioritizes and plans work activities. Sets goals and objectives. Uses time efficiently. Works in an organized manner
• Problem Solving – Develops alternative solutions. Gathers and analyzes information skillfully. Identifies problems in a timely manner. Resolves problems in early stages. Works well in group problem solving situations
• Quality – Applies feedback to improve performance. Demonstrates accuracy and thoroughness. Displays commitment to excellence. Looks for ways to improve and promote quality. Monitors own work to ensure quality
• Teamwork – Balances team and individual responsibilities. Contributes to building a positive team spirit. Exhibits objectivity and openness to others' views. Gives and welcomes feedback. Puts success of team above own interests
  
  

Work Environment and Physical Demands

• Work primarily in a climate-controlled environment with minimal safety/health hazard potential
• Reasonable accommodations can be made to enable individuals with disabilities/injuries to perform the essential functions of this role
• The noise level in the work environment is moderate
• Some local travel required when visiting customer sites
  
  

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