Client Operations Team Leader

2 weeks ago

Wilmington, Delaware, United States Optiv Full time

Location Requirements: Ensure the location field includes 'city, state' or a zip code for effective radius searches (e.g., Denver, CO).

Position Overview: The Client Operations Team Leader for the Renewals Division is responsible for overseeing a sales and operations team dedicated to the timely renewal of subscription and support agreements. This leader will collaborate closely with Sales Leadership and Sales teams to achieve shared goals.

Key Responsibilities:

  • Enhance overall quarterly and annual renewal rates.
  • Identify and implement process improvement opportunities within the renewal sales framework.
  • Serve as a critical point of reference in all forecasting, pipeline, and opportunity review processes.
  • Comprehend strategic and competitive renewal pricing structures to optimize profit margins.
  • Coordinate with various teams and partners on renewal upsell and cross-sell initiatives.
  • Direct and inspire Client Operations Specialists - Renewals (COS-R) team members to align with strategic objectives.
  • Establish quarterly goals for each COS-R team member and monitor their progress.
  • Collaborate with sales and operations on initiatives aimed at process enhancement.
  • Facilitate the development and training of new COS-R team members while providing ongoing performance coaching to existing members.
  • Develop and execute advanced reporting metrics, including quote/order accuracy rates, SLA attainment, and deal registration analysis.
  • Conduct formal performance reviews biannually and informal reviews quarterly.
  • Create process workflows to scale the team as the sales force expands.
  • Manage month-end and quarter-end activities as required.
  • Assume additional responsibilities as new opportunities arise within the organization.

Qualifications:

  • Associate's Degree (A.A.) or equivalent from a two-year college or technical school; or six months to one year of relevant experience and/or training; or a combination of education and experience preferred.
  • A minimum of 2 years of experience in a Business-to-Business Sales or Client Services role is required.
  • Intermediate proficiency in Microsoft Office, particularly Outlook, Word, and Excel; internet navigation skills are necessary.
  • Ability to work for extended periods, input data using a computer, and communicate effectively via phone and email.
  • Capability to travel to client sites as necessary.
  • Strong written and verbal communication skills are essential.

What to Expect from Optiv:

  • A commitment to promoting Diversity, Equality, and Inclusion through Employee Resource Groups.
  • Support for work/life balance.
  • Access to professional training resources.
  • Opportunities for creative problem-solving and engagement in unique, complex projects.
  • Encouragement to participate in volunteer opportunities through Optiv Chips In.
  • Technology and resources to facilitate productive remote work.

EEO Statement: Optiv is an equal opportunity employer. All qualified applicants will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability status, veteran status, or any other basis protected by law.

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