Job Description
In this role you will work in a small team to help manage sales team assignments and related data for a global sales group. Your key task will be to interpret complex customer scenarios to understand underlying needs and apply business rules with an eye toward compliance. You will be responsible for communicating with the sales team to clarify requests and informing them of request outcomes.
Typical Day in the Role
Change Management (Customer Data Management):
Be point of contact for new Change Management escalations from a global sales team (encompassing multi-segmented regions and sales motions)
Work to collaborate with the rest of the team to build solid knowledge base for Advertising change management policies and processes
Collaborate with Sales Teams to understand and implement change requests that come through the change form
• Effectively follow process and guidelines and execute within SLAs
• Help foster innovation in tools and processes to make the team more effective and efficient
Drive connections with Sales Excellence Managers and run approval process
Input approved changes into Change Management tool and process
Feed approvals into Change management offline reporting and assist in offline reporting preparation
Service Level Agreement (SLA)
Priority A – Quota Moves, Close and Advance Requests – The requests will have a quicker SLA when under the periods of Quarterly Advance and Half Close periods, these will be outlined yearly. The SLA for these requests will be 3 Days, with a hard deadline for certain Requests to ensure accurate books of business for seller payout.
Priority B – Outside of Quarterly Advance and Half Close Periods – The requests here will have a normal steady state SLA of 5 days, there will be deadlines to submit process certain requests ahead of Monthly Deadlines, in order to ensure adherence to Advertising Policies and Processes.
Process Improvement Framework
The Supplier will drive continued efficiencies and process improvement and be measured in the following ways
The Supplier is committed to driving efficiencies in the infrastructure, tool development, operations and analysis process for change management processes
Candidate Requirements
• Top 3 must-have hard skills
1 Knowledge of Microsoft Excel (Formulas, V-lookups, Pivot tables, etc.)
2 Must be comfortable and qucik at learning new tools and scenarios
3 Good judgement and comfortable navigating matrixed organizations
Detail orientation
Predilection for tracking details and pointing out inconsistencies
Ability to put QA and redundant systems in place to ensure minimal errors in critical data management
Creative problem solving
Able to understand the intent and impact of requests and communicate resolution and impact concisely
Have a strong grasp on second and third order effects of proposed changes
Understand business rules and impact on customers and sales team
Exhibits good judgement
Accurately identifies problems and generates multiple reasonable options.
Makes business decisions with support from others
Effectively advocates for decisions and applies judgment in the implementation of plans
Data Management
Manage and update customer and assignment data based on judgement and process
Upload changes to system and follow up to ensure they are processed correctly
Track work through to resolution using task management tools in a timely fashion
Manage and prioritize multiple competing requests
Engage with iterative process improvement
Effectively follow process and guidelines
Help foster innovation in tools and processes to make the team more effective and efficient
Adaptable
Actively seeks information and tests assumptions
Shifts his or her approach in response to the demands of a changing situation
Partner effectively with peers doing the same work
Skills and Experience desired
Search/sales experience great to have but not necessary
Knowledge of Microsoft Excel (Formulas, V-lookups, Pivot tables, etc.)
Detail-oriented
Must be comfortable and quick at learning new tools and scenarios
Good judgement is critical
Comfortable Navigating matrixed organizations
Excellent written and oral communication skills
Ability to partner with other teams within an organization
Ability to think analytically and to set clear priorities, with very strong organizational, issue resolution, and decision-making skills required
Good interpersonal, problem solving and active listening skills
Good business acumen with the ability to deliver accurate information
Ability to be flexible and quickly adapt to changing business needs and processes
A positive and creative ‘can do’ attitude with a strong work ethic
Self-motivated
• Language Level (Bilingual/Fluent/Intermediary/Basic) Excellent written and oral communication in English (fluent)
