Manager, Customer Operations Consulting

Role Overview

• 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

Requirements

• Bachelor’s degree or equivalent experience in business, customer support, sales, business development or related area
• 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
• 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
• Previous experience evolving large-scale proofs of concept from pre-sales, to testing, to successful implementation
• Ability to adapt to ever-changing business environments
• Ability to manage influence through persuasion, negotiation, and consensus building
• Strong customer advocate with the ability to handle escalated situations successfully to conclusion.
• Analytical problem solver with process-oriented mind-set
• Able to ensure that projects are being documented appropriately to mitigate risk and to be delivered on time.
• Able to travel as needed to support the needs of the business

Benefits

• Job Benefits