Manager, Sales Operations and Contracting

athenahealth • Remote - CA, NV

7d • $100,000 - $170,000 • Remote

About The Position

Lead the team supporting client acquisition, onboarding, and ongoing deal operations for the small group sales segment. Guide a remote team, improve contracting and order workflows, and ensure internal stakeholders and clients receive accurate, timely support. The role partners across Sales, Customer Success, Onboarding, Finance, Legal, and Continuous Improvement to strengthen operational performance and service quality. It is remote on the West Coast and reports to the Executive Director, Sales Operations.

The Sales Operations & Contracting team supports workflows across the client lifecycle, from proposal through contract execution and order processing. It works with Sales, Customer Success, and Onboarding to help ensure client contracts are accurate, approved, and processed efficiently, and partners with Finance, Legal, and Continuous Improvement to improve processes, reduce delays, and scale operational support. The team uses Salesforce, operational dashboards, and shared queue management practices to track work, measure performance, and identify improvement opportunities.

Requirements

• Bachelor’s degree or equivalent practical experience.
• 3–5 years of experience in customer support, operations, or a related operational role.
• Prior people management experience.
• Demonstrated success coaching, developing, and holding a team accountable through change and ambiguity.
• Ability to work West Coast hours and core West Coast business hours.
• Strong relationship-building skills and ability to support internal stakeholders with competing priorities.
• Excellent written and verbal communication skills.
• Strong analytical skills, including interpreting data, building reports, and turning findings into action.
• Experience working with large data sets and identifying trends, risks, and opportunities.
• Proficiency with Microsoft Office Suite, including advanced Excel.
• Experience with Salesforce CPQ.
• Comfort using AI-supported tools to improve productivity, analyze operational information, and support workflow decisions.
• Ability to collaborate effectively in a remote environment.

Nice To Haves

• Experience working in a high-volume shared queue or service environment with turnaround time expectations.
• Experience with a BI or visualization tool such as Tableau or Power BI.
• Contracting or deal operations experience.

Responsibilities

• Lead, coach, and develop the Sales Operations team, building accountability, shared knowledge, and consistent execution across contracting and deal support.
• Translate business priorities into clear team goals, resource plans, and day-to-day work direction.
• Manage the shared case queue by monitoring volume, assignment, aging, backlog, and turnaround times to ensure timely resolution.
• Partner with Sales, Customer Success, and Onboarding leaders to support client acquisition through retention.
• Oversee proposal, contracting, and order processing activities, including contract updates, amendments, approvals, and order entry.
• Partner with Finance, Legal, and Continuous Improvement to streamline, scale, and automate workflows.
• Maintain team reporting and operational metrics, using dashboards and data to identify trends, root causes, and improvement opportunities.
• Track performance indicators that measure team health and process effectiveness, and use findings to guide decisions and prioritize work.
• Use AI-enabled tools to organize queue data, summarize reporting, and surface patterns or exceptions that can improve team productivity and decision-making.
• Serve as the escalation point for complex work, competing priorities, and operational tradeoffs.
• Lead prioritization discussions to align business needs, stakeholder expectations, and team capacity.
• Support change management efforts tied to new workflows, services, or operating models.
• Provide clear written communication and maintain team connection in a remote environment through regular one-on-ones and team meetings.
• Contribute to cross-functional planning discussions that affect client operations and service delivery.
• Perform other duties as assigned by the Executive Director, Sales Operations.
• Travel 20% annually.

Benefits

• Health and financial benefits.
• Commuter support.
• Employee assistance programs.
• Tuition assistance.
• Employee resource groups.
• Collaborative workspaces; some offices welcome dogs.
• Annual discretionary bonus plan, variable compensation plan, and equity plans, depending on role eligibility.
• Events throughout the year, including book clubs, external speakers, and hackathons.
• A culture based on learning, support of an engaged team, and an inclusive environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager