The Manager, Client Operations is responsible for coaching, managing, and developing a team of approximately 5-10 Client Operations Specialists, whose central focus is supporting a field sales organization with price quoting, order placement, client service, and issue resolution. The Client Operations team supports area gross margin objectives by giving account managers more time to sell.
How you'll make an impact
Organize, direct, and motivate Client Operations Specialist (COS) team members to align with strategic objectives
Set quarterly goals/objectives for each COS team member
Monitor COS team members' progress toward goals/objectives
Actively work with sales and operations on process improvement initiatives
Drives the development and training of new COS team members and provides ongoing performance coaching to existing COS team members
Troubleshoot advanced problems, provide guidance for complex quote/order scenarios
Act as an escalation path for the regional director
Load balance volume between COS team members
Develop and execute advanced reporting, possibilities include quote/order accuracy rate of COS team, SLA attainment, transactional volume, deal registration analysis
Create and maintain COS training/reference documentation
Maintain COS team data on the company intranet
Conduct twice-yearly formal performance review of each team member and informal quarterly performance reviews
Build process workflows to scale the team as salesforce grows
Manage month/quarter-end activities as necessary
As new opportunities arise within the organization, additional responsibilities will be assumed.
Involvement in key initiatives for the COS group
Involvement in additional cross-functional Optiv projects that impact the COS group
Will have at least one team lead working with them to help with day-to-day tasks
Foster team lead growth, expand their role in team meetings, coaching, training, etc.
Work with potential leaders to develop into team leads/ managers
Performs other duties as assigned
Complies with all policies and standards
This Position has approximately 5-10 direct reports.
What we're looking for
Bachelor's Degree in relevant field required or 4-7 years of Business to Business Sales or Client Services required
2-4 years of experience in the technical or information technologies industry preferred
2-4 years management experience preferred
1-2 years of experience working in a sales partnership setting where workflow is determined by incoming requests preferred
Prior experience in Client Relationship Management software (CRM); preferably Salesforce (Proficient proficiency)
Proficiency in MS programs
Ability to build relationships and trust with internal and external partners/clients
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What you can expect from Optiv
A company committed to our inclusive value through our Employee Resource Groups
Work/life balance
Professional training resources
Creative problem-solving and the ability to tackle unique, complex projects
Volunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.
The ability and technology necessary to productively work remotely/from home (where applicable)
EEO Statement
Optiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.
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