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Wolters Kluwer Director, Sales Operations in Albany, New York

Wolters Kluwer Health's Health Learning Research and Practice (HLRP) organization is a fast-growing and innovation-driven healthcare information technology (HIT) provider working on the front lines of clinical care. Our flagship products include Lippincott, Ovid and AudioDigest.

Our talented team of editors, technologists, and product visionaries collaborate to provide solutions that measurably improve clinical effectiveness by helping healthcare professionals provide optimal care for their patients.

The Director Sales Operations is an experienced manager of people, process, and projects who will lead a progressively expanding portfolio of sales operation responsibilities to support functions essential to increased sales force productivity. Core areas of primary responsibility include sales process optimization, sales tool implementation, reporting and analysis needed for sales forecasting and planning (may include territory planning, sales performance/quota achievement, implementation of compensation and incentive plans, pricing and contract support). In addition, the leader is responsible for the overall roadmap and effectiveness of the sales technology stack. Reporting to the VP of Marketing Operations, the Director Sales Operations works closely with internal and external stakeholders to ensure the appropriate objectives and architecture/process roadmap is achieved.

The person in this role can be based in our Philadelphia or Baltimore office or can be remote based.

Essential Duties and responsibilities:

Strategy

Drives proactive identification and resolution of operational gaps in the support of all sales functions across a diverse global channel mix, resolution of operational breakdowns to optimize business performance and to achieve strategic and business goals.

Management

Outstanding people management, communication, analytical, project, and program management skills are required. In this capacity, the individual is responsible for ongoing global sales operations activities including staff supervision and management for (5) FTEs; management of timely and accurate sales analysis and sales results, and implementation of Customer Relationship Management (CRM) system requirements which support both sales and customer experience. They will also serve as the leader to guide and manage key cross-functional projects and priorities related to the support of our various sales teams.

Sales Performance

Leads initiatives to drive performance and effectiveness of the sales team in collaboration with the VP of Marketing Operations and VP of Sales. Experienced defining and implementing a KPI framework to measure and optimize sales performance (e.g., win rate, quota achievement, sales funnel velocity, average deal size, lead response time, pipeline efficiency, number of prospect meetings, etc.)

Operations

Adopts an operations mindset and functions as a critical connector between Marketing, Sale Enablement, and Sales. Partners with Marketing Operations to create full funnel structure development and calculation of ROI of marketing activities, and aggregates sales team feedback on sales content development to evolve marketing and sales collateral. Works in close partnership with Marketing Operations lead management team to ensure seamless handoff between marketing and sales.

Responsibilities:

  • Streamlines CRM tool (Salesforce.com), drives adoption and establishes it as a source of truth for Wolters Kluwer sales teams by ensuring data accuracy & completeness

  • Works closely with internal development partners to enhance and optimize CRM utilization

  • Solicits stakeholder input to define ongoing sales tech stack (CRM Sales & Service Cloud) roadmap requirements that are consistent and drive standardization across segments that align to business objectives.

  • Partners with Director, Business Intelligence to mature use of data in defining opportunities to grow market share and to further drive the use of data to enhance sales forecasting and analysis.

  • Works closely with Marketing Operations team to optimize lead to cash initiatives and drive adherence to lead management SLA’s with sales teams and sales management

  • Partners with Customer Experience teams to optimize use of Service Cloud and to support operational enhancements to streamline process and drive deeper self-service automation.

  • Help drive business review updates, sales and key KPI dashboard creation, and documentation to provide insights to the health of sales activity, pipeline and forecast on regular basis.

  • Drives and influences executive decision making and is proficient in interfacing with senior level leaders.

  • Builds and maintains effective working relationships and partnerships with stakeholders; likely to work with governance boards or steering committees

  • Manages the budget for the technology elements of the Sales operations team and oversees distribution of SFDC licenses to ensure effective use of the annual technology spend.

  • Mentors team members and internal staff, providing necessary feedback, guidance and/or advice Manages and/or escalates highly complex issues, as needed

  • Continuously monitors needs of the Sales Operations function to ensure that we have the proper skillset and staffing and makes recommendations as needed to refine

  • Drives conflict resolution between stakeholders, including executives and cross functional teams

Other Duties:

  • Performs other duties as requested by manager.

Job Qualifications:

Required Education and Experience:

  • Bachelor’s degree required BA or BS with business operations focus; or equivalent experience

  • 8+ yrs experience in a combination of these areas: Sales operations , Sales operations automation, Sales Analytics with a minimum of (5) years of managerial experience

  • Experience with oversight and/or administration of Salesforce.com

  • Must possess a broad knowledge and experience managing an array of business functions

  • Experience leading or participating in a high-performance PMO a plus

Behavioral competencies:

  • Motivated self- starter who thrives on working in complex and challenging environments of a rapidly evolving business

  • A collaborative partner who can balance strong people skills with an acumen for process and detail

  • Ability to build relationships and network internal and external

  • Highly organized and able to multi-task

  • Ability to work under pressure and strict deadlines

  • Customer focused

  • Excellent communication capabilities (oral and written communication, listening and presentation skills)

Knowledge and Technical Skills:

  • Budgetary responsibility and financial awareness

  • People management skills

  • Project management skills and experience

  • High level of computer literacy – particularly MS Office

  • Deep knowledge of Salesforce.com with certification recommended

EQUAL EMPLOYMENT OPPORTUNITY

Wolters Kluwer U. S. Corporation and all of its subsidiaries, divisions and customer/business units is an Equal Opportunity / Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.

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