Sr. Manager Sales Operations & Support

Job Summary: The Customer Excellence & Sales Support Leader will play a crucial role overseeing customer service operations, managing sales support activities, and ensuring the delivery of exceptional customer experiences. 

 

Job Description:

 

1. Strategic Leadership

• Lead and serve as the primary point of contact for all Shared Services team operations
• Identify and implement cost-effective outsourcing opportunities within Vertiv processes
• Drive strategic initiatives to enhance overall customer experience (both internal and external customers).
• Provide comprehensive support throughout the sales lifecycle

1. Performance Management

• Establish and monitor key performance indicators (KPIs) for sales support activities
• Leverage data analytics to implement continuous improvement initiatives
• Aim for error free deliverables from the team
• Develop and maintain standard operating procedures and process documentation

1. Cross-functional Collaboration

• Work closely with various functions to align shared service strategies with business objectives
• Act as the primary escalation point for both Shared Services team and Vertiv stakeholders

1. Team Development

• Design and implement effective training programs for team members
• Ensure team capabilities align with organizational requirements
• Foster a culture of continuous learning and improvement

 

This role requires strong leadership abilities, analytical skills, and a deep understanding of customer service excellence. The ideal candidate should be able to drive process improvements while maintaining high standards of service delivery.

 

Experience Level

Senior Level