Sr Sales Operation Manager

Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.

We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.

Director, Sales Operations - Central

Genesys empowers organisations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees with an AI-Powered Experience Orchestration platform. Visit www.genesys.com.

Overview

Genesys is seeking an experienced Central Sales Operations Director. This role is critical to lead the operational execution across the field organisations, including Sales Executives, Sales Engineers, Overlay Specialists, and Channel Partners. This role will help drive the evolution of GTM structure, productivity optimisation, planning, and operational processes. Primary responsibilities include operational execution and cadence, establishing consistency and scalability in Lead to Cash processes, creating business performance insights, fiscal planning activities (e.g., territory design and quota-setting), optimising sales productivity and deploying sales capacity to support the GTM design. The successful candidate will not only possess a broad understanding of sales, channel & alliances, and business operations within the Enterprise Software industry but also must communicate effectively with senior-level sales executives and back office functional leadership. This candidate will be data-driven, self-motivated, sales business application savvy, intellectually curious, a fast learner, detail-oriented, and able to move quickly while keeping focused on high-impact projects with limited direction and supervision.

The Central Sales Operations Director is a member of the EMEA Operations team, reporting to the Senior Director EMEA Sales Operations and will function as a strategist, consultant and implementer, with a key focus on streamlining all sales operations activities based on the priorities of the VP, Global Sales Operations.

The Central Sales Operations Director is the key business partner to the sub-regional Sales VP and back office business operational functions. This role is expected to have outstanding analytical and problem-solving skills and can synthesize high volumes of information and data to support a rapidly changing organisation. Specifically, the role is a hands-on Manager that will provide strategic and operational support to the Sales, Sales Engineering and Specialist, and Partner organisations. The role will be expected to drive repeatability, predictability, and scalability across the business. The role will partner closely with cross-functional partners to help establish and execute GTM strategy, Sales segmentation, territory design, quota setting, sales process, and KPI/scorecard frameworks to support the business in exceeding both short and long-term financial goals. They and the team will both lead and support the execution of multiple strategic cross-functional projects that are crafted to increase bookings, productivity, and overall efficiency in meeting corporate objectives.

Expectations for this job profile and activities are typically as follows:

• Manage a key sub functional and/or geography-specific business area that is typically made of multiple sub-teams.
• Work with complex initiatives and problems that often span and have impact across their sub-teams and adjacent areas.
• Interact with executive management and has influence over their respective area.
• Assisting sales teams with sales reporting, analytics, sales forecasting and pipeline acceleration
• Assisting sales teams with individual account, segmentation and sales territory planning

What You will Do:

Key Responsibilities, (including but not limited to):

• Be an effective business partner
  • Act as an adviser to the sub-regional VP Sales and function as a proxy when needed
  • Proactively assess Central go-to-market coverage and performance and identify, evaluate and resolve fundamental issues, providing strategy and direction
  • Work with sub-regional VP and EMEA Senior Director Sales Operations to plan, localise and execute sales strategy and processes within a global framework
  • Represent sub-region in global business planning, sales compensation strategy, and coverage discussions
  • Act as a sub-regional leader and liaison to functions supporting sub-regional VP, including Finance, HR, Marketing, and Product teams
• Drive sales excellence
  • Define seller activities, productivity benchmarks, and pipeline best practices, and provide recommendations to executive leadership
  • Drive and manage a globally consistent operating cadence and templates for sub-regional and partner leadership reviews of account plans, top deals, and pipeline, as well as quarterly business reviews (QBRs)
  • Ensure efficient deal velocity via deal management process improvement initiatives in consultation with finance
  • Drive Sales adoption of Sales Tools (that expedite the execution of key sales activities). Perform live demos of such tools (ie: new dashboards, CRM features & functionality) to support the improvement of seller productivity.
  • Implement sales processes and data governance with attention to consistency, quality, and global alignment across lead-to-cash cycle
• Lead sales performance management
  • Ensure sellers and managers are provided dashboards with visibility and insight into targeting, performance, and customers activities in alignment with Go-to-Market (GTM) strategy
  • Cascade global and sub-regional KPIs for measurement of successful go-to-market strategy and business programs
  • Oversight of sub-regional operating cadence weekly, monthly, quarter on Bookings Forecast, QBRs, and productivity metrics
• Orchestrate sub-regional annual planning
  • Responsible for overall segmentation, capacity planning, quota allocation, and territory alignments for all field roles, in collaboration with the VP and leaders in finance and HR
  • Develops coverage structure, customer and partner targeting, as well as field and partner rules of engagement to reduce friction and increase deal velocity
  • Researches and anticipates economic factors that could influence strategies and company position in the market and reacts accordingly
  • Curate data and sub-regional sales feedback for program proposals on competitive positioning, A.I. products & commercial models, and market-specific opportunities
  • Work with finance, sales leaders, and HR to optimize resources in order to achieve bookings results including forward-looking resource needs, as well as op-ex optimisation

Measures for Success:

• Sub-regional CRM pipeline accuracy, consistency, and standardization in alignment with global framework
• Deal velocity
• In-quarter/ out-quarter/ annual forecast accuracy

You have been there and done this...

• ~10 years relevant experience (the preferred candidate should have experience in sales operations and another function such as finance and have experience working in a multi-national, matrixed organisation in a Cloud or SaaS company)
• Impeccable interpersonal influencing skills
• Proven track record of effectively interacting with executive management
• Ability to work strategically and collaboratively across departments
• Demonstrated leadership in solving complex sales strategy, operational, and organisational issues
• Strong analytical skills and adept at using key data from CRM and reporting tools
• Excellent communication and presentation skills
• MBA or equivalent required; Analytics or quantitative bachelor’s degree preferred
• Be collaborative, innovative, and a team player
• Has a growth mindset

If a Genesys employee referred you, please use the link they sent you to apply.

About Genesys:

Genesys empowers more than 8,000 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted platform that is born in the cloud, Genesys Cloud helps organizations accelerate growth by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements. Visit www.genesys.com.

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Genesys is an equal opportunity employer committed to equity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

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