Program Manager, Sales Chat

The Strategic Vendor Partner (SVP) team leverages third party service providers (BPOs) to support Dropbox sales at scale across a variety of sales motions. We are looking for a strong program leader to oversee our Sales Chat Program.

The Sales Chat Program facilitates high velocity small deals stemming from inbound website or in-product chats and supports pipeline generation for internal sellers for more complex deals across multiple product lines. The program is managed through a long standing partnership with a service provider with outsourced sales teams based in North America, Europe, Australia and the Philippines. 

In this role, you’ll manage all elements of the sales chat program including forecasting & revenue attainment. You’ll identify ways to grow the program with an eye toward ROI by building strong partnerships internally and externally, leveraging qualitative & quantitative insights, identifying & solving for friction points, and actioning on growth opportunities. You will partner closely with our Vendor PoCs, enabling them to deliver the best results and representing Dropbox’s interest. 

You’ll be a great fit for this role if you’re excited about leading a major revenue driving program, experience running high velocity sales motions, and have a passion for optimization and growth. You should be comfortable taking calculated risks, love engaging with a wide variety of internal and external partners, and have a passion for helping other grow by leading by example. 

Program Leadership

• Oversee the chat program for all products including participating in devising strategy that will best leverage the resources available. 
• Own the program’s revenue attainment ensuring quotas are distributed accurately, forecasting monthly / quarterly performance, and participating in establishing strategies to minimize risks to revenue attainment. 
• Act as driver when performance is down leading root causes analysis, back on track plans and progress reviews. 
• Act as a change/transformation champion.  Managing transformation projects including creating workback plans, aligning stakeholder, collaborating with cross functional partners, providing regular updates to leadership, and ensuring timelines are met. 
• Identify areas of potential growth and optimization with an eye toward reducing friction, implementing technology / automation to drive improved performance, and ROI. 
• Participate with your manager and senior leadership in growth strategy discussions, provide recommendations and inform decisions with data. 
• Inform and advise on annual contract renewals, Vendor SLA targets and performance. 

Program Operations

• Monitor and analyze performance data to uncover statistically significant metrics or trends that have a direct impact to the program’s output. 
• Own and develop the relationship with your Vendor PoCs including, leading regular performance conversations, actively engaging in XBRs, communicating Dropbox decisions, and addressing high level concerns or escalations proactively. 
• Develop a deep understanding of the processes for each sides of the chat motion and effectively flag/escalate issues or bottlenecks. 
• Own creation and documentation of executive briefing docs, stakeholder feedback, playbooks and process docs. 
• Represent the program internally. Participate in strategic decisions, downstream impacts of business changes and executive presentations. 
• Build strong internal partnerships with stakeholders. Proactively share program successes and growth opportunities, develop feedback loops with sales, marketing, and product, stay ahead of upcoming product changes and how they will impact the team, and be an advocate for the program. 

• Experience running high velocity sales teams or programs, preferably at scale (70+ Reps) 
• Deep understand of sales/marketing/inbound funnels and a proven track record of driving revenue attainment. 
• SaaS GTM and business model experience (e.g. knowledge of buyer experiences, SaaS metrics, Trial to Paid Conversion, etc)
• Customer focused with an ability to decipher and trend customer needs. 
• Experience collaborating with Sales Enablement around sales performance upskilling/training such as objections handeling, positioning, competitive battle-cards etc. 
• Strong planning project management skills with a history of managing a projects from inception through implementation with multiple stakeholders. Ability to look ahead to meet regular deadlines and prevent last minute fire drills. 
• A demonstrable history of using data to answer tough questions and tell a story. 
• Strong desire to take initiative; you thrive on change and are comfortable with ambiguity
• Strong executive communication skills, both written and verbal.  
• A team player who is motivated by the success of the company and program. 
• Experience delivering transformation or change management projects within go-to-market functions 
• Understanding of go-to-market functions and associated dependencies (e.g. data, process, tools / technology) that encompass a successful GTM