Manager, Client Operations | Remote, USA

Optiv • Leawood, KS

1d • Remote

About The Position

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 #LI-KG1 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. Optiv respects your privacy. By providing your information through this page or applying for a job at Optiv, you acknowledge that Optiv will collect, use, and process your information, which may include personal information and sensitive personal information, in connection with Optiv’s selection and recruitment activities. For additional details on how Optiv uses and protects your personal information in the application process, click here to view our Applicant Privacy Notice. If you sign up to receive notifications of job postings, you may unsubscribe at any time. We work alongside clients to manage cyber risk and equip them with perspectives and programs to accelerate business progress. Our real-world experience, deep vertical expertise and diverse teams enable us to face any challenge with confidence. We put you at the center of our unmatched ecosystem of people, products, partners and programs to design and implement agile solutions. Our adaptive approach continually assesses risk in the context of cyber and broader objectives to secure today's business and fortify it for the future. At Optiv, we manage cyber risk so you can secure your full potential.

Requirements

• 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

Responsibilities

• 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

Benefits

• 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)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees