SaaS Manager Order Experience
hace 1 mes
At Zebra, we extend the edge of possibility by shaping the future of work on the front line—reinventing how businesses run and moving society forward.
We are a community of changemakers, innovators and doers who come together to deliver a performance edge to the front line of business. We develop new technologies and create new solutions with partners to help organizations act with greater visibility, connectivity, and intelligence—delivering better experiences for workers and those they serve.
As a key member of our Order Experience team, you will lead the streamlining and optimization of our Software and SaaS order and invoice processes to allow for accurate and efficient booking, fulfillment and billing to our customers.
Responsibilities:
• Oversees the work of a moderately sized team of individuals executing order entry / administrative work – often through subordinate supervisors. Often responsible for an entire geographic regions' execution. Selects, trains, coaches and manages the performance and development of the team.
• Determines business priorities and strategic objectives for the region. Aligns individual performance goals to support achievement.
• Manage the day-to-day optimization of complex non-standard deals and serve as the primary point of contact for sales, legal, product management and finance in these transactions
• Drives execution against service level agreements and reports results to management as required.
• Acts as primary point of contact for internal and external audits on product and/or service contract order administration. Owns the teams' compliance against internal process / policy as well as external regulations.
• May run routine meetings with key customers or internal stakeholders leveraging web-based meeting technologies and using facilitation skills to effectively manage the meeting to successful outcomes.
• Leads or participates in process / service improvement through identification of opportunity areas, engagement of the team and leveraging external best practices. Responsible for driving adoption of new / updated technologies, work methods or tools in assigned territory.
• Takes proactive action to stay informed about Zebra's business and the customers' needs. Educates the team to provide context and meaning to work.
• Acts as escalation point to team in resolving complex issues or addressing difficult customer situations
• May participate as a presenter in routine business updates or with the customer representing service contracts team and acting as SME.
• Adheres to OEX customer strategy, leads by example and follows our customer principles
Qualifications:
• Minimum Education: Bachelor's Degree or equivalent vocational qualification/experience
• Minimum Work Experience: 8-12 years
• Key Skills and Competencies:
• Expert knowledge of order entry policies and processes, including treatment of novel / unorthodox issues.
• Experience with SW and SaaS quote to cash processes
• Strong technology acumen
• Solid execution skills and demonstrated track record of accountability
• Strong process adherence and ability to enhance or identify gaps in process
• Team player with ability to work independently, proactively respond to inquires, and deliver results
• Fluent level of English (written and verbal) as well as local language as applicable.
• Strong proficiency with Microsoft Office applications
• Customer service values / orientation
• Strong leadership skills coupled with a desire and ability for continuous learning / self-development
• Ability to coach/mentor
• Role model level professional work behaviors (attendance, teamwork, time management)
• Advanced communication, facilitation and presentation skills
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