The Director of Sales Support is responsible for leading the front-line support team for quoting activities, who are the subject matter experts and infield representation to eliminate day to day blockers in the end to end quote to cash transactional process. This role provides leadership and mentorship to the Sales Support team on solving quoting related issues in a timely manner.  Areas of concentration include operational planning, quote creation, delegation of authority management, and root cause analysis. The Sales Support Director will develop and implement KPIs and metrics for the team. This role will advise on process optimization or other continuous improvement opportunities that drive On-Time Delivery, Quote Quality or other efficiencies.  You will analyze key metrics and communicate weekly or monthly sales support progress against major key performance indicators (KPIs).

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 100 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 (800) 424-8749 or email us at AskHR@cloud.com for assistance.