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Lead Enterprise Sales Operations Specialist Spectrum Enterprise

Company: Spectrum
Location: Saint Charles
Posted on: May 20, 2020

Job Description:

At a glance:

  • Are you an experienced sales operations professional talented in ensuring accurate and complete client information is entered into a client relationship management (CRM) system?
  • Can you commit to a role answering team member questions and resolving escalations by serving as an expert in products, policy and pricing?
  • Do you desire a competitive salary with lucrative benefits and a focus on professional development?Our company:
    At Spectrum Enterprise, our goal is to foster an engaging work environment that encourages our team members to reach their full potential. We promote a culture of excellence that celebrates diversity, innovative thinking and dedication to consistently exceeding client expectations.Spectrum Enterprise, a part of Charter Communications, Inc., is a national provider of scalable, fiber technology solutions serving America s largest businesses and communications service providers. The broad Spectrum Enterprise portfolio includes networking and managed services solutions: Internet access, Ethernet access and networks, Voice and TV solutions. Spectrum Enterprise s industry-leading team of experts works closely with clients to achieve greater business success by providing solutions designed to meet their evolving needs. More information about Spectrum Enterprise can be found at enterprise.spectrum.com.
    Highlights:
    You focus on increasing sales and client satisfaction by serving as the Sales Operations subject matter expert (SME). As the Lead Enterprise Sales Operations Specialist, you possess an in-depth knowledge of Spectrum Enterprise policies, processes, products, pricing and tools and serve as the go-to for client questions. You accelerate growth through consistent monitoring of the team dashboard and in-flight orders while assisting with daily activities. You combine your technical expertise and understanding of client needs to assist with escalations, special projects and team reporting. You excel at providing the full support for the most complex orders in multiple systems and implementing separate processes for a variety of solutions. You ensure continuous department operations by serving as back up to the supervisor. You thrive in an office environment assisting the Sales team to achieve company objectives. You report directly to the [insert report to] for goals, guidance and assistance.
    Position benefits:
  • Competitive Salary
  • Health, Vision and Dental Insurance
  • 100% Company Match 401(k) Retirement Option up to 6%
  • Company Funded Retirement Accumulation Plan for an additional 3%
  • Education Assistance
  • Pretax Child Care Spending Account
  • Paid Holidays, Vacation Days, Personal Days and Sick Days
  • Employee Discount on Spectrum Services Where AvailableWhat you will do:
  • Encourage company-wide excellence by actively and consistently supporting all efforts to simplify and enhance the client experience.
  • Increase client satisfaction by serving as the SME on Spectrum Enterprise Sales and Sales Operations policies, processes, systems, tools, products, features, attributes, pricing and promotional offers.
  • Ensure orders are accurate, complete and comply with sales pricing and capital policies by assisting Sales Operations Specialists with data entry into the CRM systems.
  • Mitigate financial risks by assisting with revenue verification to ensure accurate commission payments and collaborate with teams to resolve complex commission related disputes.
  • Resolve the most complex issues related to orders and other assigned initiatives or projects through in-depth investigation and recommendations.
  • Maintain team activity completions by monitoring sales and CRM systems for activity funnels and performance status against department service level objectives.
  • Improve client issue resolution times by managing and monitoring escalation support requests and serving as a resolution specialist.
  • Boost efficiency by assisting with new hire assimilation and teaching them how to build team relationships with Sales and other departments.
  • Provide coaching and mentoring by conducting side by side observation sessions with specialists to ensure understanding of systems and processes.
  • Conduct department-wide training by partnering with the training team on new classes, initiatives and processes.
  • Assist with internal audits to ensure records comply with company policy and provide recommendations on new systems and tools.
  • Identify system and order defects with CRM, Billing, Construction and other applications, report issues and assist with order triage efforts and resolutions.
  • Coach Sales Representatives to increase efficiency with order flow, CRM system functions and use, product requirements and pricing policies.
  • Support project deployments by performing operational readiness testing (ORT) and user acceptance testing (UAT).
  • Perform additional duties, analyses and special projects related to the position as assigned.Required keys for success:
  • One year of project coordination experience
  • One year of advanced telephony or data industry experience
  • One year of training, coaching or mentorship experience
  • Two years of telecommunications or cable industry experience
  • Five or more years of commercial business-to-business (B2B) billing platform experience
  • Five or more years of commercial B2B sales and CRM platform experience
  • Six years of data entry experience
  • Six years of sales support or client service work experience
  • Proven track record of navigating and using multiple CRM, billing and other systems quickly, toggling between applications while fielding inbound calls and responding to instant messages
  • History of building highly complex orders, understanding and selecting the appropriate Salesforce and billing codes accurately and efficiently
  • Critical thinker that can resolve complex issues where standardization may not exist
  • History of identifying complex order errors, system defects, conducting triage, resolving issues and engaging other departments
  • Solid client orientation demonstrated by responsiveness, tracking and follow-up with the ability to effectively address questions and issues
  • Self-motivated with the ability to build effective working relationships while managing multiple initiatives simultaneously using sound judgment and organizational skills
  • Expert in sales and operational policies, processes and business rules
  • Ability to coach and mentor others on sales, CRM tools, billing systems, related software and to accurately create and process orders and apply the correct business rules
  • Passionate about grasping new concepts and driving continuous operational improvements
  • Knowledgeable of commercial communication services, such as cable television, internet, phone, PRI, bulk and other advanced services
  • Proficient in Microsoft Word, Excel, PowerPoint, Visio, Project and Outlook
  • Effective written and spoken English communication skills with all levels of an organization Your education:
  • Associate Degree in a related field or an equivalent combination of education, training and experience (required) Associated topics: call, call center, cold call, networking, phone, solicit, telemarketer, telesales, telephone, web conferencing

Keywords: Spectrum, Saint Charles , Lead Enterprise Sales Operations Specialist Spectrum Enterprise, Sales , Saint Charles, Missouri

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