Senior Manager, Center of Excellence

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the daily operations of a new Center of Excellence team focused on ensuring the accuracy of contract, subscription, and renewal data in Salesforce.

• Develop the operating model for the team, detailing roles, ownership, intake processes, workflows, and division of tasks.

• Establish clear handoffs and collaborative agreements with Revenue Operations, Deal Desk, Enterprise Systems, Global Shared Services, Legal, Finance, and Accounting.

• Create channels for field requests, define escalation paths, and set expectations for responses.

• Evaluate new Salesforce quotes and contracts to ensure data quality.

• Conduct audits on active contracts, including consolidation, correction of linkages, and validation of renewal values.

• Manage and prioritize the remediation backlog effectively.

• Take ownership of SLAs, monitor weekly performance, and address any bottlenecks.

• Develop and update playbooks, standard operating procedures (SOPs), and checklists.

• Transform quote-to-cash policies into enforceable field rules and tackle non-compliant deals.

• Investigate root causes and recommend preventive measures such as validation rules, mandatory fields, approvals, and training initiatives.

• Collaborate with Revenue Operations to enable field teams and provide monthly reports on compliance and remediation efforts.

• Assist in the transition from Salesforce CPQ to Agentforce Revenue Management / Revenue Cloud.

• Define business logic and requirements, create testing scenarios, engage in user acceptance testing, and support data migration preparations.

• Revise SOPs, train team members, facilitate field adoption, and address post-launch issues.

• Supervise contract specialists and analysts, assign daily tasks, conduct one-on-ones, provide constructive feedback, mentor employees, and support their career advancement.

• Assist in hiring, onboarding, and training new team members.

• Act as the primary contact for Sales and Renewals leaders regarding contract data and governance.

• Collaborate with Enterprise Systems on Salesforce enhancements, validation rules, and automation initiatives.

• Work alongside Deal Desk and Revenue Operations to establish policy and approval standards.

• Report systemic issues and policy gaps to the Director.

⛳️ Requirements

• A minimum of 6 years of experience in Revenue Operations, Sales Operations, Deal Desk, Order Management, or Data Governance within the B2B SaaS sector.

• At least 3 years of experience in people management, including overseeing daily operations, coaching, and fostering career growth.

• Practical experience with Salesforce, including CPQ, opportunities, quotes, contracts, and subscription data management.

• In-depth understanding of SaaS subscription models, multi-product bundling, contract structures, co-terming, amendments, renewals, and usage-based contracts.

• Proven experience in building or leading a team, process, or function from inception, including defining roles and workflows.

• Demonstrated ability to uphold policies with field teams while nurturing strong working relationships.

• Experience in participating in a CPQ or quote-to-cash system implementation, including gathering requirements and conducting user acceptance testing.

• Strong analytical and problem-solving abilities.

• Excellent written and verbal communication skills, with the confidence to uphold standards among sales leaders.

• Bachelor's degree in Business, Finance, Operations, Computer Science, or a related field, or equivalent professional experience.

• Preferred: Familiarity with Salesforce Revenue Cloud / Revenue Lifecycle Management or experience with migrations from CPQ to Revenue Cloud.

• Preferred: Experience in the EdTech sector or education software industry.

• Preferred: Background in billing, revenue accounting, or bookings.

• Preferred: Experience in creating SOPs, playbooks, and training materials for operations teams.

• Preferred: Practical experience with Salesforce reports, dashboards, and validation rules.

• Preferred: Knowledge of process automation tools.

🏝️ Benefits

• Competitive salary.

• Full-time employees can participate in the ownership program.

• A flexible work culture.

• Generous time off, including local holidays and the annual “Dim the Lights” period in late December.

• Comprehensive wellness programs and support for mental health.

• Access to learning and development resources.

• Tools for professional development.

• Tuition reimbursement opportunities.

• Essential technology and tools to facilitate optimal performance.

• Employee recognition program through Motivosity.

• An inclusive and supportive culture that fosters meaningful connections.