JOB SUMMARY
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. Recommend changes to policies and establish procedures that affect Sales Operations. Ensure accuracy, speed and volume performance goals are met.
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. Manage a portfolio of special projects, including data gathering, analysis, planning, presenting to senior department management, implementation, and post-implementation impact assessment. Take into account the impact of decisions on other departments. Assist with business plans and strategies. Perform other duties as requested.
REQUIRED QUALIFICATIONS
Required Skills/Abilities and Knowledge:
Ability to read, write, speak and understand English Ability to work independently Demonstrated judgment, initiative and sense of urgency to accomplish job duties Ability to prioritize, organize and handle multiple projects and tasks simultaneously, while working calmly, quickly and accurately in a fast-paced environment with multiple, sometimes shifting priorities Effective interpersonal skills with a can-do attitude, diplomatic approach, confidence and comfort around peers and senior leadership team Effective written and verbal communication skills Ability to establish rapport, define expectations and gain commitment to project goals and deliverables Demonstrated ability to organize, direct and perform high-level supervisory duties in a manner conducive to full performance and high morale Effective team player with proven ability to collaborate cross-functionally across organizations, disciplines, and geographies to accomplish business goals while achieving project deliverables against budget and milestones Demonstrated understanding of community-building by establishing and maintaining productive, mutually-beneficial relationships Demonstrated ability to anticipate company and department needs; to think strategically, act tactically, and solve problems quickly and independently Demonstrated effective judgment in making decisions and solving problems Demonstrated ability to manage multiple initiatives simultaneously and independently, from ideation through development and release Demonstrated in-depth ability to analyzing data and qualitative information as a foundation to effectively evolve programs Ability to translate and synthesize data and complex information into compelling narrative
Ability to make decisions and solve problems collaboratively while working under pressure Ability to think creatively and able to develop out-of-the box solutions Proficiency with personal computer and software applications, such as Microsoft Word, Excel, PowerPoint, Visio, Project Knowledge of commercial communication services: cable television, internet, phone, fiber, PRI, bulk, and other advanced services Advanced knowledge of sales tools, CRM platforms and billing systems, and other related software (e.g., SalesForce, Siebel, CSG, Oracle) Knowledge and understanding of interrelationships and dependencies of sales, sales operations, service delivery, field operations and customer service supporting both coax- and fiber-based services Knowledge and understanding of legal, regulatory, finance, and audit functions Knowledge and understanding of sales and marketing strategies
Required Education:
Bachelor's degree in computer science, information systems, business administration or related field, or equivalent experience
Required Related Work Experience and Number of Years:
Operations experience - 5 Commercial (B2B) sales and CRM platform experience (Salesforce, Siebel, etc.) - 5 Commercial (B2B) billing platform experience (CSG, Oracle, etc.) - 3 Commercial (B2B) sales operations tool experience (Synchronoss, Neustar, GIS, etc.) - 3 SharePoint experience - 1 Financial, accounting, and/or data analysis experience - 3 Business analysis and requirements writing experience - 2-3 Sales or relationship-management experience - 3 Project management experience - 3 Leadership experience - 4 Management experience - 2 Telecommunications experience - 4
PREFERRED QUALIFICATIONS
Preferred Education:
Continuing education; some post-graduate classes
Preferred Related Work Experience and Number of Years:
Operations experience - 7 Commercial (B2B) sales and CRM platform experience (Salesforce, Siebel, etc.) - 7 Commercial (B2B) billing platform experience (CSG, Oracle, etc.) - 5 Commercial (B2B) sales operations tool experience (Synchronoss, Neustar, GIS, etc.) - 5 Sales or relationship-management experience - 5 Project management experience - 5 Leadership experience - 5 Management experience - 3
WORKING CONDITIONS
Office environment Flexibility to work extended hours 15-20% travel
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SOP500 336101 336101BR