Manager, Client Operations | Remote, USA

The Manager, Client Operations is responsible for coaching, managing, and developing a team of approximately 5-10 Client Operations Specialists, whose central focus is supporting a field sales organization with price quoting, order placement, client service, and issue resolution. The Client Operations team supports area gross margin objectives by giving account managers more time to sell.How You'll Make An ImpactOrganize, direct, and motivate Client Operations Specialist (COS) team members to align with strategic objectivesSet quarterly goals/objectives for each COS team memberMonitor COS team members' progress toward goals/objectivesActively work with sales and operations on process improvement initiativesDrives the development and training of new COS team members and provides ongoing performance coaching to existing COS team membersTroubleshoot advanced problems, provide guidance for complex quote/order scenariosAct as an escalation path for the regional directorLoad balance volume between COS team membersDevelop and execute advanced reporting, possibilities include quote/order accuracy rate of COS team, SLA attainment, transactional volume, deal registration analysisCreate and maintain COS training/reference documentationMaintain COS team data on the company intranetConduct twice-yearly formal performance review of each team member and informal quarterly performance reviewsBuild process workflows to scale the team as salesforce growsManage month/quarter-end activities as necessaryAs new opportunities arise within the organization, additional responsibilities will be assumed.Involvement in key initiatives for the COS groupInvolvement in additional cross-functional Optiv projects that impact the COS groupWill have at least one team lead working with them to help with day-to-day tasksFoster team lead growth, expand their role in team meetings, coaching, training, etc.Work with potential leaders to develop into team leads/ managersPerforms other duties as assignedComplies with all policies and standardsThis Position has approximately 5-10 direct reports.What We're Looking ForBachelor's Degree in relevant field required or 4-7 years of Business to Business Sales or Client Services required2-4 years of experience in the technical or information technologies industry preferred2-4 years management experience preferred1-2 years of experience working in a sales partnership setting where workflow is determined by incoming requests preferredPrior experience in Client Relationship Management software (CRM); preferably Salesforce (Proficient proficiency)Proficiency in MS programsAbility to build relationships and trust with internal and external partners/clientsWhat You Can Expect From OptivA company committed to our inclusive value through our Employee Resource GroupsWork/life balanceProfessional training resourcesCreative problem-solving and the ability to tackle unique, complex projectsVolunteer Opportunities. “Optiv Chips In” encourages employees to volunteer and engage with their teams and communities.The ability and technology necessary to productively work remotely/from home (where applicable)EEO StatementOptiv is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity or expression, sexual orientation, pregnancy, age 40 and over, marital status, genetic information, national origin, status as an individual with a disability, military or veteran status, or any other basis protected by federal, state, or local law.Optiv respects your privacy. By providing your information through this page or applying for a job at Optiv, you acknowledge that Optiv will collect, use, and process your information, which may include personal information and sensitive personal information, in connection with Optiv’s selection and recruitment activities. For additional details on how Optiv uses and protects your personal information in the application process, click here to view our Applicant Privacy Notice. If you sign up to receive notifications of job postings, you may unsubscribe at any time.