Manage, coach and develop teams of sales support personnel who provide pre- and post-sale support to sales representatives in multiple sales channels with customized sales support models. Collaborate with sales managers to ensure understanding and adherence of sales and sales support policies and to address and resolve issues. Ensure adherence to Charter policies and processes, correct utilization of tools and systems, and accurate and complete information is captured and reflected in contracts and sales orders.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience and attain revenue goals.
Manage multiple teams of sales support personnel.
Serve as primary point of contact and subject matter expert for assigned sales positions/teams. Collaborate with sales leadership to ensure understanding of and compliance with sales policies and procedures. Identify and develop ways to enhance sales support.
Collaborate with sales and service delivery teams to refine processes.
Serve as subject matter expert to assist development and implementation of new products, processes and systems. Identify issues and drive resolution.
Recruit, hire, train and manage Sales Operations Supervisors. Guide and direct their hiring and personnel management practices.
Conduct calibration sessions with other Charter Business personnel to promote quality and process compliance and to improve department performance.
Manage team activities and implement team schedules. Manage team schedule adherence.
Design and manage internal control procedures.
Review and assess team performance. Develop and implement action plans to improve performance.
Oversee the development of training material.
Bachelor's degree in computer science, information systems, business administration or related field, or equivalent experience
Related Work Experience
5+ years Operations experience
5+ years Commercial (B2B) sales and CRM platform experience (Salesforce, Siebel, etc.)
3 years Commercial (B2B) billing platform experience (CSG, Oracle, etc.)
3 years Commercial (B2B) sales operations tool experience (Synchronoss, Neustar, GIS, etc.)
1+ year SharePoint experience
3 years Financial, accounting, and/or data analysis experience
2+ years Business analysis and requirements writing experience
3 years Sales or relationship-management experience
3 years Project management experience
4 years Leadership experience
2+ years Management experience
4 years Telecommunications experience