Description

Twenty20 is seeking a motivated and experienced Business Support Manager “BSM” who reports the Company’s COO, with a strong dotted line responsibility to the CCO, who is responsible for the sales operations and customer support departments. Supporting sales operations involves responsibility of the Company’s CRM system (Salesforce), maintenance of standardized contract documents, analyzing and reporting on sales data models and general support to the sales team. The role also provides leadership to the Company’s Customer Support Group and Manned Monitoring Center (MMC) driving customer support initiatives, establishing policies, practices, and procedures, managing departmental efficiency and profitability and ensuring superior customer satisfaction. 

Requirements

• Manage day-to-day Salesforce queries from Sales, BD, and Operations 
• Deploy, measure, and continuously improve best practices for sales, customer support and manned monitoring activities
• Develop and implement metrics-driven systems to that optimize efficiency and quality
• Work with Sales to build proposals, quotes, service orders in an automated and efficient manner
• Interpret and analyze data, provide metrics, analysis and reports across departments
• Conceptualize and build centralized dashboards for visibility to statistics to manage the business
• Drive high priority initiatives including account and process optimization, forecast modeling
• Produce meaningful weekly, monthly, and quarterly sales and operations reports as required
• Document standard operating processes and procedures
• Improve customer service quality by studying, evaluating, and re-designing processes and establishing and communicating service metrics and monitoring and analyzing results
• Maximize customer performance by providing high quality help desk resources and support
• Conduct customer satisfaction surveys, identify service trends, recommend improvements
• Recruit, select, train, appraise and coach communicate role expectations to employees
• Provide customer service information and recommendations to leadership as required 
• Participates in ongoing educational, networking, and professional organizations to stay current
• Other duties and responsibilities as may be required 

Required Proficiencies, Background & Education:

• BS in Business Administration, Computer Science, Information Management, or Statistics
• Minimum of 5 years’ experience in a similar role
• Self-starter, ability to work with autonomy, able to prioritize and proactively solve issues
• Analytical skills, ability to collect, organize, analyze, and disseminate accurate information 
• Experience working in inter-disciplinary teams, with highly distributed responsibilities 
• Experience with data models, data mining and BI reporting packages preferred
• MS Office Suite, Excel (including pivot tables), Word, Power Point, and Outlook skills 
• Working knowledge of Salesforce.com preferred

Additional Requirements:

• Superior professional communication skills required, both verbal and written
• An analytical mind with inclination for problem-solving
• Strong attention to detail, completes projects on-time
• Self-starter, able to prioritize and proactively anticipate and solve critical issues
• Exercises sound judgment, discretion and sound reasoning in making important decisions.
• Ability to travel as required 
• Other duties and responsibilities as required