Manager, Sales Operations - Systems & Tools

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

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Sales Operations Manager, Sales Operations - Systems & Tools

Genesys is looking for a highly driven Sales Operations Manager to focus on systems and tools maintenance. This is an individual contributor position that requires a diverse range of skills, including technical expertise in SFDC and other sales software tools, as well as project management skills. The primary focus of the role will be on sales software tool set up and maintenance but will also present an excellent opportunity to learn about the range of processes impacting Genesys’ sales field and revenue operations team.

In this role, you will be a primary resource for the sales team to help with sales software tool set up for new hires, solve technical and user issues, perform ongoing monthly/quarterly tasks relating to sales software tools, set-up and maintain SFDC assigned sales-roles, perform user acceptance testing for changes in SFDC, and assist in creating automated workflows utilizing various workflow automation and generative AI tools.

Secondarily, you may also be required to both project manage and execute on various technical or non-technical process changes impacting the sales team and revenue operations, and support other team members with the projects they are managing (e.g., sales software implementations). When assisting with or leading projects, you will analyze current state, work with stakeholders to design future state processes, manage to a deadline, and execute on key deliverables. You may also be required to work with our sales enablement team to design training for process changes impacting the sales team.

Key Responsibilities

• Become a subject matter expert for various sales software tools, including those used for sales forecasting, prospect intent gathering and outreach, account and opportunity planning, Salesforce, and LinkedIn Sales Navigator
• Own all account set up needs for sales software tools for new hires and internal transfers which involves manual creation of requests to the IT team
• Serve as a primary resource for help with sales software tools by answering all email questions, meeting with individuals from sales or operations to solve issues, and working with vendor support as needed to solve technical or training issues
• Participate in ongoing monthly/quarterly processes required for various sales software tools (e.g., data uploads)
• Review and maintain all SFDC user assigned sales roles and work closely with IT to update and maintain correct roles in the sales hierarchy
• Perform SFDC persona approvals, by researching individual roles and assessing reasonability of requests
• Perform user acceptance testing in SFDC sandbox environments and work with sales operations and sales enablement to communicate changes in a timely fashion
• Work with SFDC Product Owners in IT to provide functional and technical expertise in identifying and validating requirements for, and designing, evaluating, and implementing system changes
• Automate manual tasks for various teams in sales and revenue operations utilizing various workflow automation tools and generative AI
• Perform administrative and maintenance activities for various tools as needed; coordinate with IT to automate tool onboarding
• Train and mentor colleagues on systems and tools as needed
• Lead or participate in other projects as-needed in both a project management and executional capacity
• Assist as needed with large-scale transformation and change management programs relating to technical or other process changes impacting the field

Minimum Requirements

• Fluent in written and spoken English
• Bachelors degree
• Salesforce System Admin Certification, familiarity with ETM and RLM a plus
• 3-5 years of Salesforce System Admin configuration experience
• 1- 3 years of application administration experience for at least 2 of the following preferred: SalesLoft, Clari, LinkedIn Sales Nav
• Ability to troubleshoot new and existing users issues with Sales applications via email and Zoom
• Experience working with IT teams and Product Owners who leverage Agile methodology
• Experience in workflow automations, process flows, field design, validation rules, reports and dashboards, user management, UAT testing, and enablement and training
• Solid grasp of sales processes (opportunity, account, quoting, forecasting, reporting, etc.)
• 3+ years of experience working directly with the sales field or in sales operations
• Advanced experience with Excel and analytics in other platforms
• Adept at storytelling through the creation of PPT slides
• Strong knowledge of project management processes and concepts
• Ability to structure ambiguity in order to create workplans and tangible results; ability to solve highly complex problems
• Ability to quickly adapt to changes and manage deadline pressure, ambiguity, and change effectively
• Strong executive presence and experience interfacing with senior leadership
• Ability to learn and synthesize new information quickly
• Tendency to think ahead, act proactively, and execute on key elements of critical task without prompting
• Good influencing, facilitating, and consulting skills in working with stakeholders across business functions

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About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

Reasonable Accommodations:

If you require a reasonable accommodation to complete any part of the application process or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you or someone you know may reach out to [email protected]. You can expect a response from someone within 24-48 hours. To ensure we set you up with the best reasonable accommodation, please provide them the following information: first and last name, country of residence, the job ID(s) or (titles) of the positions you would like to apply, and the specific reasonable accommodation(s) or modification(s) you are requesting.

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Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Please note that recruiters will never ask for sensitive personal or financial information during the application phase.