Manager, Sales Operations (CPQ)

About the position

This position is remote/work from home. You need to reside within the Central or Eastern Time Zones. The Manager of Sales Operations (CRM) is responsible for supporting the Sales and Performance Management teams' use of quoting systems and processes at CAI. They will work directly with Sales and PM leaders throughout CAI, focused on their day-to-day issues related to CPQ (configure price quote) technology. This includes but is not limited to related to product configuration, pricing, promotions, approvals, customer-facing documentation, etc.

Responsibilities

• Leader and escalation point for CPQ Support team members, who will be focused on supporting usage of CPQ for Sales and PM
• Maintains ticket intake system and associated processes; regularly tracks ticket volumes, trends, team KPIs, etc to identify and drive improvement
• Develops team specific KPIs and SLAs and regularly communicates updates to leadership and stakeholders; holds team accountable, strives to exceed SLAs and for exceptional user experience with support processes
• Create and maintain capacity model to drive budgetary requirements/recommendations; appropriately scale Tier 2 team to provide best in class support to all CAI teams
• Directly partners with CAI Sales and PM leadership (DOS level) on critical support issues and proactive communications
• Ensure awareness to tool related outages, degradation, etc to VP and other levels of leadership; proactive engagement inclusive of impact and expected resolution
• Partners with Tier 1 Manager, Sales Operations to ensure Tier 1 has the CPQ knowledge needed to support users
• Partners with Tier 3 Engineering team to streamline CPQ issue escalation paths and identify areas of opportunity for knowledge transfer
• Ensure team is trained and educated on specialty knowledge of CPQ and quoting tools to drive most efficient ticket resolution times
• Anticipate adjustments needed as a result of changing business needs; identify and pull levers (shift priorities, onboard contractors, etc) to optimize support levels and meet/exceed SLAs
• Create plans and execute on all key strategic GTM initiatives
• Identify and represent stakeholders from Sales, PM, and Finance
• Develop team members' working knowledge of relevant quoting tools and processes
• Partner with Mgr, CRM to cross train, level capacity constraints, etc as appropriate
• Partner with CPQ Product Managers/Product Owners to ensure development of the CPQ tool aligns with needs of the Business

Requirements

• Bachelor's degree in related discipline and 6 years of experience in sales/business operations role
• 1+ year of experience in management or lead role
• 4+ years of Configure/Price/Quote (CPQ) software experience or relevant systems (Billing/CLM) or relevant work experience
• Experience with lead-to-cash processes and platforms
• Proven track record in operating in a support capacity in a high functioning sales and/or operations environment
• Ability to think broadly across multiple business lines
• Understand data flow and synchronization between systems
• Experience leading execution focused projects that require specific technical expertise (Salesforce.com, CPQ, PowerBI)
• Excellent presentation skills: strong skill in effectively communicating with all levels of leadership
• Ability to create executive-level documentation via MS suite
• Outstanding analytical skills and a high degree of intellectual curiosity
• Thorough understanding of program management techniques and methods
• Establish and maintain positive working relationships with others, both internally and externally
• Good listener with outstanding interpersonal qualities and a natural, effective consultative style
• Develop new and unique ways to improve operations of the organization and to create new opportunities
• Anticipate, understand, and respond to the needs of internal and external clients to exceed expectations
• Work cooperatively and effectively with others to set goals, resolve problems, and make decisions
• Assess situations to identify causes, generate solutions, and make recommendations to resolve the problem
• Fluent in Microsoft Office particularly Excel, Word and PowerPoint and Advanced excel skills required
• Ability to operate and work across functional groups in a matrixed organization and influence change
• Must be willing and able to 'roll up the sleeves'
• Requires physical ability and mental acuity to execute the duties of the position successfully within required timeframes in order to meet business requirements

Benefits

• A competitive salary and top-notch bonus/incentive plans
• Exceptional work-life balance, flexible time-off policies and accommodating work schedules
• Comprehensive healthcare, with multiple options for individuals and families
• Generous 401(k) retirement plans with company match
• Professional development and continuing education opportunities
• Inclusive parental leave policies, plus comprehensive fertility coverage and adoption assistance
• Extra perks like pet insurance, employee discounts and much more