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Job Description Summary:

Job Description:

Essential Duties and Responsibilities include the following (other duties may be assigned):

·       Manage Sales and Customer Experience new hire enablement and readiness activities, including reviewing role-based learning paths to ensure relevance and maintaining onboarding workbooks.

·       Oversee the relevance of Sales and Customer Experience training, partnering with Human Resources on updates, assignments, and additional training outside of new hire training.

·       Partner with sales leadership on the new hire cadence, including the initial post-hire onboarding call, weekly check-ins during the first six weeks, and ongoing coaching, as needed.

·       Schedule and coordinate live system and tool training, including Salesforce, Quoting, and the Preliminary Pricing Tool, delivering sessions directly or engaging the appropriate subject-matter expert.

·       Develop and maintain the product training schedule in partnership with the Product team; determine sales topics to include in training associated with product launches and changes; and review content for accuracy and relevance.

·       Participate in product readiness and launch discussions to identify required Sales and Customer Experience communications, training sessions, documentation, or collateral updates.

·       Own the creation and distribution of the Weekly Sales Update, incorporating product and marketing announcements, Sales Operations updates, training recaps and schedules, collateral, promotions, process changes, and practical sales tips.

·       Partner with Marketing, Product, and Sales Operations to review the Marketing Hub, identify outdated or missing collateral, and align upcoming initiatives and communications.

·       Maintain the Sales “What to Expect” document library, creating and updating materials for product, process, implementation, and customer-experience changes; review content with Product and Service Delivery quarterly.

·       Manage RFP requests through cross-functional review and approval, track stakeholder deliverables, and ensure timely responses.

·       Oversee Sales Request Forms and customer reference requests, completing them or routing matters to the appropriate teams, following through on responses, and recording customer reference activity in Salesforce.

·       Own recurring and ad hoc Customer Experience performance reporting; validate and reconcile information from Salesforce, Gainsight, surveys, Finance, and operational sources, including churn, retention, renewals, NPS, CSAT, customer engagement, account health, risk, and activity.

·       Maintain historical Customer Experience performance information and provide month-over-month, quarter-over-quarter, and year-over-year trend analysis.

·       Manage Sales and Customer Experience account assignment processes, including new or unassigned accounts, segmentation and staffing changes, portfolio realignments, and verification of approved Salesforce updates.

·       Maintain executive reporting and presentation templates and prepare supporting analysis and materials for leadership meetings as requested.

·       Manage, coach, and develop the Sales Trainer, including work priorities, functional training and onboarding assignments, scheduling, content and delivery quality, feedback, and performance management.

 Knowledge, Skills, and Abilities Requirements:

·       Ability to lead Sales and Customer Experience functional enablement initiatives, manage competing priorities, and drive execution across departments.

·       Working knowledge of learning management platforms, such as LinkedIn Learning, and collaboration and content management tools, including SharePoint and Microsoft Teams.

·       Advanced proficiency in Microsoft Excel, including pivot tables, formulas, data reconciliation, analysis, and charting; advanced PowerPoint skills for executive-ready presentations.

·       Advanced proficiency in Microsoft PowerPoint with demonstrated ability to create polished, executive-ready presentations.

·       Working knowledge of Salesforce reporting and the ability to retrieve, analyze, and validate data and reports without system administration responsibility.

·       Strong analytical skills, business acumen, and ability to translate complex data into concise reporting and communications.

·       Strong project management, prioritization, follow-through, and attention to data and content accuracy.

·       Excellent written and verbal communication, cross-functional collaboration, and ability to work with senior and executive leaders.

·       Ability to manage competing deadlines independently, resolve information gaps, and handle confidential business, customer, employee, and financial information appropriately.

Education and/or Experience Requirements:

·       Bachelor’s degree in business, communications, finance, analytics, information systems, or a related field preferred; equivalent relevant professional experience will be considered

·       A minimum of five (5) years of experience in sales enablement, sales or revenue operations, Customer Success operations, training and development, or a related function preferred.

·       Experience supervising, coaching, and developing direct reports, including setting performance expectations, providing feedback, and managing performance.

·       Experience managing projects and coordinating cross-functional initiatives.

·       Experience working independently in a remote environment preferred.