Director, Sales Support

4 weeks ago

Bengaluru, India Cloud Software Group Full time

About This Team:
include 2-3 lines about your team and what they do within the organization and company.

Job Description/Responsibilities:

Operational site leader for a large team of individuals and managers in a 24 by 5 support environment

Lead the hiring, interviewing and staffing plan for the global sales support team

Review as-is business process for quoting processes and implements standardization and process improvements

Create and track process performance indicators and metrics and explain trends in performance and against benchmarks. Identify current-state baselines and establish target future-state performance metrics at the process and subprocess level.

Stay current on new products/programs/promotions that impact quoting and pricing operations

Drive implementation and adoption of the strategic framework for the organization including documentation sets, methodologies, and best practices

Identify training gaps and create training opportunities when needed and work with change management leaders to implement

Ability to provide timely executive status updates on projects and cases

Monitor queue to ensure clean queue at end of quarter to minimize delays in sales process

Take the lead on escalations and drive appropriate resolution from various stakeholders

 Improve effectiveness of operational management of the country team through building strong and collaborative partnerships

Mentor the team and provide training and conduct performance evaluations

Establishes key elements of tactical and operational plans with measurable contribution towards the achievement of results of the sub-function.

Requirements

Proficiency in quoting process within an enterprise CPQ system, preferably SalesForce. 

Experience managing a large and expanding a team of 15 + individuals

 Ability to make business decisions using a fact-based/data-driven approach. Experience with using a dashboard to drive action on KPIs

Understanding of process management, with an emphasis on improvement methodology such as Lean Six Sigma

 Familiarity with the 8D problem solving methodology, or equivalent

 Communication within the organization – up/down/lateral 

Exhibit leadership during end-of-quarter, end-of-month, and other critical business activities

Demonstrate a high customer service-oriented attitude

Required Experience

Bachelor’s degree or equivalent work experience, including management experience in an order management/customer service/operations department

Good command of English (written and spoken) mandatory

 Required to work extended hours during peak times (e.g. month-end)

Ability to support global sales teams and a team that works various shifts to support Americas, APAC, EMEA time zones

About Us:

Citrix and TIBCO recently merged to create Cloud Software Group, now one of the world’s largest cloud solution providers, serving more than million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done — from anywhere. Members of our team will tell you that we value diverse lived experiences, passion for technology, and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please contact us at - or email us at for assistance.

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