at Optiv in Chicago, Illinois, United States
Job Description
This position can be hired remotely anywhere within the continental U.S.
The Client Operations Manager for the Renewals Team is accountable for leading a sales/operations team focused on timely renewals of subscription and support contracts. This manager and their team will be expected to work closely with Sales Leadership and Sales teams to achieving joint objectives.
How you’ll make an impact
+ Drive overall quarterly and yearly renewal rates
+ Maintain and look for process improvement opportunity with the renewal sales motion
+ Act as an audit point in all forecasting, pipeline, and opportunity review activities
+ Understand strategic and competitive renewal pricing programs to maximize Optiv’s profit margins
+ Coordinate with various teams and/or partners on renewal upsell/cross-sell programs
+ Organize, direct and motivate Client Operations Specialist-Renewals (COS-R) team members to align with strategic objectives
+ Set quarterly goals/objectives for each COS-R team member
+ Monitor COS-R team member progress towards goals/objectives
+ Actively work with sales and operations on process improvement initiatives
+ Drives the development and training of new COS-R team members and provides ongoing performance coaching to existing COS-R team members
+ Troubleshoot advanced problems, provide guidance for complex quote/order scenarios
+ Act as escalation path for regional director
+ Load balance volume between COS-R team members
+ Develop and execute advanced reporting, possibilities include quote/order accuracy rate of COS-R team, SLA attainment, transactional volume, deal registration analysis
+ Conduct twice yearly formal performance review of each team member and informal quarterly performance reviews
+ Build process workflows to scale team as sales force grows
+ Manage month/quarter end activities as necessary
+ As new opportunities arise within the organization, additional responsibilities will be assumed.
+ Ability to independently solve practical problems and deal with a variety of concrete variables in situations where only limited standardization exists. Ability to interpret a variety of instructions furnished in written, oral or from a sales quote
+ The Manager, Client Operations – Renewals has approximately 8-10 direct reports.
What we’re looking for
+ Associates Degree (A.A.) or equivalent from two-year college or technical school; or six months to one year related experience and/or training; or equivalent combination of education and experience preferred.
+ 2 or more years of experience in Business-to-Business Sales/Client Services role required
+ Intermediate level experience with Microsoft Office; Specifically Microsoft Outlook, Word and Excel. Internet navigation required.
+ Ability to sit for extended periods of time, ability to input data into computer utilizing hands to finger to tab to different fields to input data.
+ Ability to answer telephone and talk and hear other party.
+ Ability to view computer screen, Close vision (clear vision at 20 inches or less)
+ Ability to travel to client sites for QBR, either in region or via plane when required.
+ Ability to read and comprehend simple instructions, short correspondence, and memos.
+ Ability to write simple correspondence.
+ Ability to effectively present information in one-on-one and small group situations to clients, clients and other employees of the organization.
+ Strong written and verbal communication skills are a must.
+ Ability to clearly communicate via telephone, e-mail and written document.
What you can expect from Optiv
+ A company committed to championing Diversity, Equality, and Inclusion through our Employee Resource Groups (http://www.optiv.com/company/about-us#dei-group) .
+ 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 (EEO). All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, 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 (http://www.optiv.com/job-applicant-privacy-notice) . If you sign up to receive notifications of job postings, you may unsubscribe at any time.
