Manager, Customer Operations Consulting

Department: Service - Field Service

Employment Type: Permanent - Full Time

Location: United States/Remote

Reporting To: VP, Professional Services

Compensation: $88,000 - $125,000 / year

Description

Lead Operations Consulting to deliver fit-for-purpose solutions to prospects, customers, and partners in a cohesive, expeditious, repeatable, scalable, and profitable way Facilitate the achievement of all established project/program/POC metrics (goals/success criteria/KPIs/ROI) agreed to by Sales Engineers and prospects/customers/partners  Decrease Proof of Concept (POC) length and increase POC conversion rates. Ensure the execution of the Production roll-out of the final solution goes smoothly by documenting, communicating, and memorializing the final solution (post POC) and handing off a comprehensive solution, to the Product Operations team, that can be executed by the rest of the organization  Establish best practices, establish metrics, and collect and analyze data and feedback from prospects, customers and partners in order to leverage data into actionable insight/tasks/enhancements Manage prospects’, customers’, and partners’ perceptions of their relationship with the Glory brand resulting from all their interactions with solutions during projects/programs/POCs

Key Responsibilities

·         Responsible for leading a team of professionals who serve as a tactical and supportive partner for current and prospective customers, focused on building loyalty to ensure long-term customer retention ·         Builds strong relationships with customers and monitors the customer experience to ensure they are optimizing Glory’s product(s) ·         Possesses in depth knowledge of Glory product and solution value propositions to ensure proper customer education of product/solution capabilities·         Lead and manage the Operations Consulting team in assisting prospects/customers with POCs and transformation initiatives·         Establish, develop and implement measurable and revenue generating customer consulting efforts executed by the Operations Consulting team·         Drives ongoing process improvements to deliver world class customer support·         Strategic and tactical project ownership·         Exercising risk and issue management with consistency and tact ·         Ensuring successful go-lives and customer satisfaction throughout all projects/programs/POCs·         Focused on prospect and customer success including, but not limited to, validating solutions (SOP validation, create/modify training docs, perform DIL and QA testing), achieving ROI, SME participation in project management process (readiness, logistics, TTT training and installation) for all POCs ·         Receiving/socializing/getting approval for/documenting/executing/monitoring all configuration changes for POCs·         Document all requests for configuration changes and enhancements during POC, facilitate review by Product Managers and Steering Committee, track configuration and enhancement requests through to fruition, and manage prospects’ and customers’ expectations regarding configuration changes and enhancement requests·         Memorialization of final solution (h/s/d solution set, all h/s/d configurations, all SOP & training docs), handoff/knowledge transfer to Product Standards Mgr for POCs and new product/solution trials

Skills, Knowledge & Expertise

Education Level:Bachelor’s degree or equivalent experience in business, customer support, sales, business development or related area Qualifications:  ·         5-7+ years leading a team of professional services/consulting, technical sales, or business development professionals in a fast-paced organization·         Demonstrated commercial mindset and ability to develop and manage operational relationships with prospects, customers, and partners·         Experience implementing and supporting complex hardware, connectivity and software technology solutions and products to customers and internal teams·         Proven track record leading the implementation of new customer and business growth opportunities REQUIRED SKILLS AND COMPETENCIES ·         A true passion for customers·         Skilled at influence management, with strong leadership, team and cross-functional collaboration skills·         Possess excellent communication and partnership skills which are essential for interacting and communicating with key stakeholders at prospects, customers, and partners·         Proven ability to communicate mission critical information in a timely manner tactfully and diplomatically yet with a sense of urgency in order to keep all parties executing against customer expectations and requirements·