Customer Operations Manager

The Customer Operations Manager is responsible for managing and improving the efficiency of the quote-to-order workflow, from CRM, CPQ, order management, to licensing and entitlement tools, driving designing and implementing data concepts, application logic, governance, support models, training curriculum, analyzing performance and efficiency, solving highly sensitive or escalated problems, in the quote-to-order areas.

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  Provide specialist expertise to other members of the team

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  Recommend, implement, and support continuous improvement within the department to improve employee performance, quality control, productivity, efficiency, and cost reduction

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  Allocate and prioritize work/project assignments, track, and follow-up to ensure deadlines, or effective performance

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  Initiate analysis of data from CRM, CPQ, ERP, order management, service, and licensing systems to recommend improvements

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  Propose reporting improvements, identify, and implements tracking metrics

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  Improve reporting, data analysis, dashboards, report automation for CRM, CPQ, service, ERP, licensing tools

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  Take lead role in managing system changes, enhancements, new functionalities, and projects

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  Identify, and implement tool and process improvements

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  Work with leadership teams to achieve strategic goals

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  Collect and analyze requirements, involve stakeholders in change management, design solutions to fit those requirements, write business requirement specifications, user stories, workflow diagrams, project documents, track, and report status of changes

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  Develop test scripts, knowledgebase, trainings, including both prerecorded and live trainings

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  Work with external partners, product development, and IT on internal CRM, CPQ, licensing system development project as CRM, CPQ, licensing SME, provide business and technical requirement specifications, database descriptions, to migrate legacy CRM, CPQ, licensing tools into new corporate tool (specifically licensing and entitlement tool)

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  Designing license control mechanisms with product management and development for new functionalities, versions and products, shepherd existing licensing models and concepts active at current customer base

• Excellent communication, interpersonal and presentation skills

• Excellent customer service skills

• Solid organizational and time management skills

• Strong problem-solving skills

• Excellent analytical skills

• Quick learning of new software to super-user level (office, project, CRM, CPQ, ERP, service, licensing, reporting and analytics)

• Exercise own judgment in making decisions on-the-fly when encountering situations outside of defined processes or policies

• Experiences in CRM (Salesforce), CPQ (Salesforce CPQ, Apttus CPQ), ERP, service management (ITSM, ServiceNow), change management, scripting (MS SQL), project management (JIRA, MS Project), reporting

• (Crystal Reports, MS SSRS, MS Power BI) applications, and in application documentation development, workflow, diagram and training delivery, and video editing software preferred

• Ample knowledge of the quote-to-cash process

• Intermediate to advanced skills in Excel, PowerPoint, Word, Project and Visio (or similar project and workflow tools)

• Ready to travel occasionally, sometimes unsupervised, to satellite offices to gather business requirements, gather data, perform user surveys, or deliver user training

• Ready to occasionally act as project lead for special projects or assignments and lead a team of peers

• 5+ years applicable experience and demonstrated success/knowledge

• 3+ years of specialized/industry experience

• Bachelor’s degree (or equivalent experience)

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The salary range provided reflects the national average for this job title and does not represent compensation specific to Epicor Software Corporation. Actual compensation will vary based on experience, qualifications, and market factors relevant to the position.