Director, Commercial Sales Support

Director, Commercial Sales Support

Summary

Director, Commercial Sales Support

Division: Americas Portable Division

Position Summary

The Director, Commercial Sales Support, leads the Americas Portable commercial support organization and owns the end-to-end lead-to-cash operating model that converts customer demand into accurate, compliant, revenue-ready orders. This role oversees order management, quoting and booking, deal desk support for complex and non-standard transactions, CPQ, and pricing administration across the Portable hardware and software portfolio. Taking an enterprise-wide view from opportunity through cash application, the Director identifies delays, rework, and revenue leakage, then addresses root causes through process discipline, governance, and cross-functional partnership. This people-leadership role is responsible for building a scalable, metrics-driven function by setting service standards, designing the operating model, developing managers and specialists, and partnering closely with Sales, Finance, Legal, Supply Chain, and IT. Success is measured by order accuracy, quote and booking cycle time, clean revenue capture, deal velocity, and the commercial organization's confidence in the support function.

Job Responsibilities

End-to-End Lead-to-Cash Process Ownership

• Own the Americas Portable lead-to-cash process from opportunity and configuration through quote, approval, booking, fulfillment handoff, invoicing, and cash application.
• Map the full lead-to-cash value stream, assign ownership at each stage, and define clear, measurable cross-functional handoffs.
• Measure the process end to end by tracking stage cycle times, first-pass yield, error and rework rates, touch counts, leakage points, and dashboard performance.
• Address root causes of friction, including incomplete opportunity data, configuration errors, approval bottlenecks, order holds, and billing disputes, instead of correcting issues downstream.
• Standardize processes across Americas countries and channels to reduce local variation and avoid one-off workarounds.

Order Intake, Validation & Booking

• Own Americas Portable order management from intake and validation through booking, fulfillment handoff, and finance handoff.
• Confirm orders are complete, accurate, and compliant with pricing, contract, and revenue-recognition requirements before booking.
• Establish controls and audit-ready documentation to reduce rework, credits, and revenue leakage.

Quotation & Deal Desk Support

• Lead the deal desk as the primary support point for complex and non-standard Portable transactions, including multi-year, bundled, subscription, discounted, and custom-term deals.
• Partner with Sales, Finance, Legal, and Product to structure deals that balance customer needs with margin, risk, and revenue-recognition requirements.
• Own approval workflows by defining thresholds, streamlining routing, and reducing decision cycle time while maintaining governance.
• Provide commercial guidance and escalation support to Portable sales leadership on strategic pursuits.

Continuous Improvement

• Own the business roadmap for lead-to-cash system enhancements, prioritizing the backlog and partnering with IT and business systems teams on requirements, delivery, testing, and adoption.
• Partner with process excellence and enablement teams to standardize work, documentation, and training for sales and support teams.
• Own a standing continuous improvement pipeline for commercial support and the broader lead-to-cash process, including intake, prioritization, capacity planning, and visible backlog management. Partner with Technology teams on requirements, delivery, testing, and adoption.
• Lead structured improvement initiatives using Lean Six Sigma and root-cause methods, from project charter through control plan and validated financial benefit.
• Set annual improvement goals for cycle time, accuracy, cost-to-serve, and touch reduction, and hold the organization accountable for results.

Organizational Leadership

• Lead and develop the Americas Portable commercial sales support team, including managers, order management specialists, deal desk analysts, and CPQ/pricing resources.
• Define the operating and coverage models, set service-level commitments, and build capacity plans for seasonal volume and quarter-end peaks.
• Implement a performance management framework with clear KPIs, dashboards, and operating reviews.
• Attract, develop, and retain talent while building bench strength and clear career paths.

Qualifications

• Bachelor's degree in Business, Finance, Operations, or a related field.
• 10+ years in commercial or sales operations, order management, deal desk, or order-to-cash, including 5+ years leading teams and ideally other people leaders.
• Proven ownership of an end-to-end lead-to-cash or order-to-cash process, with measurable gains in cycle time, accuracy, or cost-to-serve.
• Strong process improvement experience; Lean Six Sigma Green Belt or higher preferred, or equivalent structured methodology experience.
• Deep knowledge of quoting, booking, pricing approvals, fulfillment handoff, and revenue-recognition considerations.
• Demonstrated deal desk experience supporting complex, non-standard commercial transactions.
• Strong analytical and financial acumen, with the ability to build data-backed cases for process investment.
• Experience supporting hardware and software or subscription revenue models.
• Americas multi-country experience within a global, matrixed organization.
• Knowledge of revenue recognition standards, including ASC 606, as they relate to deal structuring.
• Experience managing offshore or shared services support teams.
• Excellent executive communication and cross-functional influence, with credibility among Sales, Finance, and Legal leaders.

• Experience leading a CPQ or ERP implementation or broader lead-to-cash transformation.
• Experience applying process mining, workflow automation, or RPA to order-to-cash processes.

What success looks like in the first 12 months

• End-to-end lead-to-cash value stream mapped, with stage owners, baseline metrics, and quantified friction and leakage points.
• Continuous improvement pipeline in place, with defined intake, prioritization, and at least 3-4completed projects delivering validated benefits.
• Improved first-pass order accuracy, quote-to-book cycle time, and approval cycle time for non-standard deals.
• Reduced manual order touches through automation and system-enforced controls.
• Recurring cross-functional lead-to-cash governance forum established and operating consistently.
• CPQ configuration and price-list governance documented with clear ownership and change control.
• Predictable quarter-end close achieved with no material order backlog or revenue-timing surprises.

Key Competencies Process ownership and rigor • Systems thinking across functions • Commercial judgment • Data-driven decision making • Change leadership • Team building and talent development • Cross-functional influence • Composure under quarter-end pressure

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