Position Summary & Objective
As we grow our client base, and develop new technologies and solutions to meet the opportunities and risks that are presented to our customers, we need to ensure the experience we provide is world class. Customer Excellence extends from our internal processes, people, products and platforms all the way to the perceptions of our clients.
The role of Commercial Operations and Excellence will be responsible for the delivery of an industry leading approach to how our commercial teams deliver a world-class service. This includes the integrity and usage of our Salesforce platform, coordinating the delivery of learning and development to our sales teams, ownership of our customer At Risk program and management of our deal desk and Technical Account Management (TAM) resources who provide valuable support to our sales teams.
In addition, the role will play a pivotal role in the delivery of specific projects and programs, such as data integration and transformation, actionable intelligence from customer behaviors and price rise initiatives.
Essential Functions Performed by the Position:
- Internal owner of Salesforce CRM including data integrity, third-party applications and approval process flow
- Accountability for customer At Risk program and reporting of data to wider audience
- Day to day management of the Deal Desk (2 heads) workload and quality of output
- Day to day management of the Technical Account Managers (3 heads) who support the regional sales teams in pre-sales and post-sales work
- Project/program lead as and when required, interfacing with internal and external stakeholders
- Data gathering and analysis for key reporting tasks such as board reports and monthly reviews
Knowledge, Skills and Abilities
- Excellent knowledge/experience in using Salesforce or other Customer Relationship Management software, ideally as an administrator
- Outstanding oral and written communication skills, including the ability to communicate easily & interpersonally with Senior Executives and C-level decision-makers
- Ability to communicate detailed and specific data in a way that is both accurate and digestible
- Proven project management experience, skills and ideally qualifications
- Advanced knowledge of Microsoft Office (Word, Excel, and PowerPoint) plus SharePoint and Teams
- Experience working in a team environment, and the ability to contribute to a competitive and fun working atmosphere
- Capable of thinking creatively and making independent decisions
- Strong work ethic, holding both self and teams accountable – leading by example
Required Education and Experience
- Salesforce administrator/super user experience
- Bachelor’s degree or equivalent experience
- Minimum of 2 years of experience working for a SaaS or software technology company, with a strong aptitude for SaaS technology solutions
- Knowledge of the Intellectual Property industry ideal
- Bid and RFP management experience
Licenses or Certifications Required
- Prince 2 or other project/program management qualifications
Environment Job Requirements and Working Conditions
- Remote/office based depending on candidate
Physical characteristics and Demands
- Home/Office-based role so no abnormal demands
Travel Requirements
- Occasional travel to other OpSec offices as and when required
To apply for this job email your details to crawlins@opsecsecurity.com