SaaS Manager Order Experience

hace 1 semana

Ciudad de México, Ciudad de México Zebra A tiempo completo
Job Summary

Zebra is seeking a highly skilled SaaS Manager Order Experience to join our team. As a key member of our Order Experience organization, you will be responsible for leading the streamlining and optimization of our Software and SaaS order and invoice processes. This role requires a strong technology acumen, solid execution skills, and the ability to enhance or identify gaps in process.

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 region's 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 team's 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.

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 inquiries, 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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