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Manager, Post Sale Tools & Systems
Gannett
Des Moines, IA, United States
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Manager, Post Sale Tools & Systems
The Manager of Post Sale Tools and Systems will be responsible for providing and maintaining world class tools and systems to support our Post Sales organization. In this role you will develop and execute a comprehensive tools and systems strategy to support the business needs of the Gannett/ReachLocal post sales organization.
This position reports into the Director of Service Operations.
Responsibilities:
• Continually improve the customer and employee experience by understanding their needs and translating them into automated solutions
• Work with product and business systems teams to develop solutions that will ensure our clients have a great experience with our services team at each stage of their journey. This includes monthly client push reporting, order entry, and billing (to name a few)
• Ensure that all tools and systems are applicable for employees who work in a call center, and for those who work in the field
• Collaborate with senior leadership to continuously needs and update roadmaps as necessary
• Work with sales, service, marketing, and other departments to rollout new solutions across the organization
• Measure effectiveness of system and tool rollouts and enhancements.
• Manage key vendor relationships
Key Skills:
• Ability to network with key leadership to lead through change
• Demonstrates proficiency in rolling out key systems and tools to large organizations
• Demonstrates proficiency and mastery of key technologies and systems used in client services
• Ability to work with cross functional teams to finish pilots and rollouts on time.
• Demonstrates proficiency in customer relationship management tools (i.e. Salesforce)
• Proficiency in written and verbal communication
• Highly organized and demonstrates ability to follow through on what is agreed upon
• Ability to escalate issues and resolve in a timely manner
• Can analyze and communicate results to executives
Key Competencies:
• Comfort Around Higher Management
◦ Can present to more executives without undue tension and nervousness.
◦ Can craft approaches likely to be seen as appropriate and positive
◦ Can determine the best way to get things done, by talking the appropriate language and responding to their audience’s unique needs
◦ Excellent communication and persuasion skills- able to convincingly sell ideas and plans to internal constituencies, executives, prospects, sales team and analysts
• Decision Quality
◦ Makes good decisions based upon a mixture of analysis, wisdom, experience and judgment
◦ Sought out by others for advice and solutions
• Directing Others
◦ Maintains two-way dialogue with others on work and results
◦ Is a clear communicator
◦ Lays out work in a well-planned and organized manner
◦ Is able to develop employees that do not directly report to them
• Organizational Agility
◦ Knowledgeable about how USA Today Network products and services work
◦ Understands the origin and reasoning behind sales and service approach
◦ Understands the unique cultures of various organizations
• Tools
◦ Understands different client reporting technologies and best practices for how results can be effectively communicated to clients
◦ Understands order entry systems and can make recommendations on improvements to reduce time to enter
◦ Understands call center software that can improve employee and client experience
◦ Can quickly understand different legacy systems that may also support the employee of client experience
Qualifications:
• 3-5+ years of experience with a proven track record in designing, deploying and managing tools and systems that are customer and/or employee facing
• Project & process management experience
• Requires strong oral and written skills with a customer service focus
• Previous background communicating, setting, and managing expectations with internal stakeholders and external client stakeholders
• Must have experience planning, designing, implementing and supporting systems or tools that are employee or client facing
• Strong analytic and quantitative skills
• Ability to perform analysis on channel performance from large data sets to develop and measure programs
• Ability to prioritize and handle multiple tasks while ensuring details aren’t missed
Primary Location
Various
Travel Required
15% - This role requires air and car travel to various locations within the USA Today Network.