Manager, Sales Operations - Hybrid Work Schedule

The Manager, Sales Operations is the leader of a dedicated customer onboarding team and is responsible for ensuring best-in-class customer service and relationship management during the onboarding process and for a designated period of time after. As the manager in charge of a dedicated sales success team, this role will have direct responsibility leading the successful onboarding of products and services for new and existing customers. They will govern cross-functionally with team members across Mansfield Energy and external partners to ensure best-in-class onboarding while maximizing the value Mansfield can offer our customers. The essential job duties include managing new business onboarding, relationship management, customer account success, and business technical support.

Responsibilities

New Business Onboarding

• Leads a group of Sales Success Managers to oversee onboarding in all systems needed to successfully onboard all new business, including new customers and new business for existing customers. This involves onboarding workflow meetings and the monitoring of account set-ups, account change forms, and reporting requirements
• Coordinate with Sales to ensure seamless interaction with the customer during onboarding
• Participate in external integration meetings for all new business (new and existing customers)
• Verify that all customer requirements are met and then communicate the start-up process with the customer

Relationship Management

• Establish productive, professional relationships with key internal and external personnel; align Mansfield Energy's key priorities with the priorities of the customers and partners
• Ensure new customer implementation meetings with internal MOC departments are scheduled and attended
• Ensure bi-monthly meetings with existing clients to review open projects and current activities within the account; discussions will include project tracking for current items along with an annual summary of all items completed for the client in the past year
• Coordinate in-person customer meetings with the Sales Success Managers quarterly to review open project items
• Assist in evaluating and, where applicable, ensure Operations' interactions with the customer are appropriately and timely resolved

Coaching and Mentoring

• Develop hiring skills and strategies to hire top quality talent to drive the success of the Customer Team now and in the future
• Promote a customer-focused culture and infuse strong customer experience practices across the company
• Develop clear goals for staff that support company goals and objectives
• Develop a coaching strategy for staff to achieve or exceed goals and objectives

• Regularly review performance with staff
• Help staff focus on what is within their control to achieve success
• Celebrate success
• Quickly address performance issues in a constructive manner
• Create positive accountability and follow-up to achieve goals

High Level Issue Resolution

• Serve as the escalation point for high level onboarding issues affecting customer experience
• Escalate complex issues appropriately and provide proposed solutions to departments equipped to solve such problems
• Proactively prepare strategies to prevent recurring issues from impacting customer retention

Teamwork

• Coordinate with various departments to ensure high level onboarding issues are resolved completely and in a timely manner on behalf of the customer
• Provide back up support across all functions within customer team to ensure continuity
• Regularly share best practices and learning opportunities with peers across all Mansfield teams
• Develop and document cross-training procedures and expectations for all Mansfield teams
• Collaborate with other Managers to develop common, scalable, shared business practices among the various customer teams.

Sales Organization Engagement

• Maintain regular insight into the sales pipeline, including both new business and renewals opportunities, and the timing of each to ensure the support teams are aware and prepared to execute at the highest level of service.
• Collaborate with the bid team to ensure the account management team maintains advance visibility into new business or renewal of key accounts
• Collaborate with the Sales Leadership to promote cross-department engagement to ensure customer retention and advocacy

Other Duties as Assigned

Position Requirements

Formal Education & Certification

• High school diploma or equivalent required
• Bachelor's Degree or equivalent work experience preferred

Knowledge & Experience

• Minimum 1 year of account management required
• Minimum 5 years of business to business experience, in a customer account management role
• Intermediate proficiency in MS 365 Suite, with demonstrated abilities in Microsoft Excel and Outlook skills required
• Prior petroleum industry experience is required
• Strong financial acumen with the ability to read, understand and analyze a profit and loss statement

Qualifications & Characteristics

• Excellent verbal and written communication skills
• The ability to deal with and resolve customer complaints effectively and efficiently
• The ability to interact confidently with all levels of senior management
• The ability to work in a team environment
• The ability to manage multiple projects and tasks simultaneously with success
• The ability to process information from multiple sources and create innovative solutions and strategies
• A willingness to get actively involved in day-to-day actions to ensure accuracy, timeliness, and strong customer service skills is required
• Strong attention to detail
• Excellent problem-solving skills

Work Environment

• Ability to travel up to 10% of the time
• 40-hour work week - hybrid schedule available once training is completed (3 days in office, 2 days remote)
• Sitting for extended periods of time
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status