Manager, Sales Operations

Manager, Sales Operations

Biscom Technologies

Westford, MA

Mission - Why We Exist, What We Do and Why We Need You

Biscom is an enterprise software company located in Westford, MA, providing a secure file transfer platform for its clients. Biscom focuses on transforming the way companies share information by providing a fast, reliable, and secure document delivery solution. In 1986, Biscom introduced the world's first network-based computer fax server. Today, the company has evolved from its humble beginnings into a leading secure communication and messaging platform that powers the most complex requirements in industries, including healthcare and financial services, where security and speed matters most. As part of a recent investment by ParkerGale Capital at the tail end of 2021, the company is preparing to undergo a period of transformation and growth in 2023 and beyond.

Biscom is seeking a highly talented Manager, Sales Operations. As a key member of the direct sales team this position will report directly into the Head of Sales and work closely with the Account Executives, Account Development Executives as well as the Channel Sales and Customer Success teams. In this role you will be responsible for a wide range of activities and processes within our sales organizations that support, enable, and drives our front-line sales teams to sell better, faster and more efficiently. You will be the subject matter expert in lead management, sales strategy, and territory structuring & alignment to sales process optimization, compensation plans, sales automation, training, RFI management, and data analytics and reporting.

Outcomes - What You'll Accomplish

In your first 6 weeks, you will:

• Connect with members of our Sales, Customer Success, Marketing, Product, Finance and Technology teams to understand our offerings and why our customers value them
• Study our current sales process and enablement material; ride along with our team to get acquainted with our messaging and competitive positioning
• Ramp up on our CRM, meeting cadence, and current sales methodology
• Take accountability for the management and implementation of all technical tools and platforms including CRMs such as Salesforce
• Define and refine the structured sales processes & methodology for better forecasting accuracy
• Define all stages of the sales process to improve conversions, shorten sales cycles, and maximize wins
• Create an interim formal proposal template that will include Biscom value proposition, sales quote and required contracts, in addition to establishing the process by which Sales team members will be required to deliver proposals to customers and prospects
• Work with Sales, Customer Success and Finance leadership to plan and execute a Salesforce optimization program, that will include data validation/cleanup, field/format reconciliation, workflow compliance (win/loss), and evaluation of an integrated CPQ tool
• Optimize Sales onboarding assets to ensure new team members are starting strong; coordinate with People operations team to ensure employee onboarding assets are comprehensive and include sales positioning
• Build Salesforce performance reports and dashboards for team consumption and closely manage compliance with sales methodology and tracking requirements
• Increase sales efficiency by influencing and working closely with the sales team to provide leads, manage transactions and effectively time manage
• Work closely with leadership to ensure alignment of Salesforce with new ERP tool, from tool evaluation, to selection and through implementation
• Contribute to the continuous improvement of our sales process and playbook
• Manage, analyze and report on sales data. You will be an expert and have a deep understanding of past sales data and performance trends and utilize this data to support accurate sales forecasting on future goals and needs.
• Manage the sales commission plans and incentives. Implement processes to incentivize over performers and resolve poor performance quickly.
• Measure and evaluate internal sales data along with external market and competitor research to determine the effectiveness of our products, sales process, or marketing campaigns
• Assume responsibility for training new and existing members of the sales teams in process and tools
• Ensure timely pipeline administration and coverage by the sales teams
• Advocate for cross functional collaboration by cultivating best practices & processes for recurring/non-recurring support and service revenue
• Take ownership and run the sales forecasting calls cadence with clear follow-up actions and accountability
• Produce 'standard' (non-solution) transactional product and service quotes for the sales organization when needed
• Advocate for the sale of Service Agreements and Professional Services with the initial product sale
• Manage the closure and the administrational processing of deals, including sales management of smaller run-rate accounts

In your first 3 months, you will:

• Take accountability for the management and implementation of all technical tools and platforms including CRMs such as Salesforce
• Define and refine the structured sales processes & methodology for better forecasting accuracy
• Define all stages of the sales process to improve conversions, shorten sales cycles, and maximize wins
• Create an interim formal proposal template that will include Biscom value proposition, sales quote and required contracts, in addition to establishing the process by which Sales team members will be required to deliver proposals to customers and prospects

Within 6 months, you will:

• Work with Sales, Customer Success and Finance leadership to plan and execute a Salesforce optimization program, that will include data validation/cleanup, field/format reconciliation, workflow compliance (win/loss), and evaluation of an integrated CPQ tool
• Optimize Sales onboarding assets to ensure new team members are starting strong; coordinate with People operations team to ensure employee onboarding assets are comprehensive and include sales positioning
• Build Salesforce performance reports and dashboards for team consumption and closely manage compliance with sales methodology and tracking requirements
• Increase sales efficiency by influencing and working closely with the sales team to provide leads, manage transactions and effectively time manage

Within 12 months, you will:

• Work closely with leadership to ensure alignment of Salesforce with new ERP tool, from tool evaluation, to selection and through implementation

On an ongoing basis, you will:

• Contribute to the continuous improvement of our sales process and playbook
• Manage, analyze and report on sales data. You will be an expert and have a deep understanding of past sales data and performance trends and utilize this data to support accurate sales forecasting on future goals and needs.
• Manage the sales commission plans and incentives. Implement processes to incentivize over performers and resolve poor performance quickly.
• Measure and evaluate internal sales data along with external market and competitor research to determine the effectiveness of our products, sales process, or marketing campaigns
• Assume responsibility for training new and existing members of the sales teams in process and tools
• Ensure timely pipeline administration and coverage by the sales teams
• Advocate for cross functional collaboration by cultivating best practices & processes for recurring/non-recurring support and service revenue
• Take ownership and run the sales forecasting calls cadence with clear follow-up actions and accountability
• Produce 'standard' (non-solution) transactional product and service quotes for the sales organization when needed
• Advocate for the sale of Service Agreements and Professional Services with the initial product sale
• Manage the closure and the administrational processing of deals, including sales management of smaller run-rate accounts

Competencies - What We're Looking For

Analytical skills: You will have the ability to quickly structure and process qualitative or quantitative data and draw insightful conclusions from it. You should exhibit a probing and curious mind and achieve penetrating insights.

Attention to detail: You should have high level of attention to detail and produce high quality work. You do not let important details slip through the cracks or derail a project.

Collaboration: You will have the ability to reach out to peers and build successful relationships with key stakeholders to establish an overall collaborative working environment.

Accountability + Follow-through on commitments: You will live up to verbal and written agreements. You will have the ability to adjust quickly to changing priorities and conditions, and cope effectively with complexity and change. You will do what you say and also demonstrate tenacity and willingness in holding others to account and following through on their commitments

Ability to coach and develop people: You will play an integral part in coaching members of the sales organization in their current roles and supporting them to improve performance and preparing them for future roles and success.

Advisory and diplomatic skills: You will build credibility and gravitas. You will have a compelling and authentic communication style. You will have the ability to make people believe you are there to help and hold them accountable. You must possess the intellectual heft and poise in communication style to be an advisor to Head of Sales and the leadership team of the company.

How We Work - Our Core Values

Biscom is a team sport: Work ethic, cooperation and collaboration drive our success over individual contributions, siloed thinking, heroics or title.

Courage with kindness: We do the right thing even when it's not easy, we are missing data, convenience or consensus. We hold each other accountable daily. We have difficult conversations timely and out in the open. While debating approaches, we will disagree without being disagreeable, committed to the team decision. While acting courageously, we will treat everyone with kindness and respect.

We don't play business, we do business together. With customer success as our north star, we rally around pragmatism, incremental continuous delivery, accuracy and ingenuity to create scalable, and cost-effective solutions. Dogma, academic theory, buzzwords or precision will not distract us from running and scaling Biscom because of our collective wisdom, judgment and sense of humor will prevail.