Head of Sales Operations Manager (3413)

About GBG

GBG is the leading expert in global digital identity. We combine our powerful technology, the most accurate data coverage, and our talented team to deliver award-winning location intelligence, identity verification, and fraud prevention solutions.

With over 30 years’ of experience, we bring together a team of over 1,250 dedicated experts with local industry insight from around the world to make it easy for businesses to identify and verify customers and locations, protecting everyone, everywhere from fraud.

Why you should be@GBG

(with the 95% of our team members that recommend us as a great place to work)

• We make the world a safer place
• We trust each other and win together
• We are local experts in a global business
• We want you to be yourself
• We grow when you grow

Partnerships GTM Team

The Partnerships GTM Team provides guidance and support to our channel partners through their journey with GBG. We provide sales operations support to more than 200 channel partners who resell GBG solutions across all geographic regions around the world into all vertical markets. Our broad portfolio of industry-leading identity verification, KYC/AML, and fraud prevention solutions drive revenue and market leadership for our channel partners.

The Role

Working within the GTM framework and reporting to the VP Sales, Partnerships, the Senior Sales Operations Manager works directly with customers but also involves working closely with the Partner Account Management, New Business, Support, Product, and Finance teams, in addition to a variety of other internal teams. We work directly with customers to ensure they get the most value from their time with GBG through purchase order fulfillment, customer satisfaction, and strategic planning.

The Sales Operations Manager manages all aspects of business operations in their designated area, with a strong emphasis on Customer Service and scalable and profitable growth. The broader responsibilities of the role include having input into the development and execution of the sales strategy for the Partnerships GTM Team. The Sales Operations Manager will work collaboratively with other areas of the business to ensure a positive involvement in Supply Chain Planning, Training, and Development, Receivables, Safety, Quality, and Procurement.

What you will do

In brief, you will deliver customer success through:

• Developing and implementing sales processes and tools for sales teams, specialists, and other representatives
• Researching and analyzing data to create sales forecasts and business process improvements
• Collaborating with other departments and upper management to identify business goals
• Recruiting, hiring, and training Customer Service Representatives
• Identifying Partner program efficiencies and opportunities by analyzing sales data and consumer trends
• Creating and managing automation tools to increase sales process efficiency
• Implementing and managing CRM tools to maximize opportunities and customer relationships

In more detail,

Account strategy and planning assistance

• Work with internal partner/account team members to understand partners’ existing and future requirements, business challenges, and aspirations, and collaboratively translate this into a joint account plan, either at meetings or over the phone.
• Research and gather information on the end-customer and vertical segments targeted by and related to the Partner accounts you are working with.
• Work with the marketing team to ensure regular and relevant communications go out electronically to the customers.
• Keep up to date on the product portfolio of GBG and develop a more detailed knowledge of the product set relating to key Partner accounts.

Account Management Assistance

• As needed, support Partner/Account Management team members in their role as the primary point of contact for the customer, using a consultative approach and bringing in subject matter experts where required, to ensure the Partner is excited about our technology and what it can do for them.
• Ensure Partners know how to quickly get responses to their questions and work with them to resolve any escalated issues.
• Drive response and engagement process on any complaints or detractor feedback from the NPS survey.
• Support customers through the ordering and renewal process, working with legal, finance, and on-boarding teams across GBG as required.
• Create opportunities for upselling and utilising resources across GBG where necessary to generate incremental revenue.

Reporting & Data

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