Senior Manager, Service Sales Enablement

This is a fully remote position, open to applicants in California, +1 more state.

📋 Description

• Develop and manage the commercial framework that supports the sales of the OTTAVA service.

• Take ownership of the service sales operating model, including CRM and system specifications, commercial workflows, forecasting methods, KPI infrastructure, dashboards, training, onboarding, governance, and ongoing enhancements.

• Create and uphold the comprehensive service sales operating model, which encompasses roles, decision-making authority, handoff procedures, governance, escalation routes, and customer engagement throughout their lifecycle.

• Set up standard operating procedures for point-of-sale assistance, warranty conversion, renewals, upselling, forecasting, account management, exception handling, and customer escalations.

• Manage business requirements and ensure workflow alignment across CRM, installed-base records, warranty and entitlement data, quoting, contracting, invoicing, renewal tracking, and reporting.

• Collaborate with IT and Commercial Operations to pinpoint gaps, prioritize improvements, test solutions, assist with deployment, and foster adoption.

• Develop service sales playbooks, process documentation, templates, conversation guides, FAQs, competitive-use strategies, objection-handling tools, and execution resources.

• Create onboarding, training, and certification pathways for Service Sales, capital sellers, Renewal Specialists, and Customer Success Managers.

• Establish KPI methodology, data sources, definitions, targets, and reporting standards.

• Create dashboards and scorecards to monitor attachment rates, warranty conversion, renewal timing, pipeline health, forecast accuracy, upselling, customer risk, process adoption, and data integrity.

• Set up forecasting methodologies and define reporting schedules.

• Implement approved pricing strategies, offer configurations, discount guidelines, approval processes, and standardized commercial terms.

• Enhance quote-to-contract and renewal processes to minimize cycle times, prevent revenue loss, and improve compliance.

• Define future capabilities, role requirements, coverage assumptions, onboarding needs, and infrastructure necessary to scale service sales.

• Coordinate commercial readiness across Service Marketing, Sales, Customer Success, Service Operations, Commercial Operations, Finance, IT, Legal, Contracting, Quality, and Health Care Compliance.

• Address issue resolution and prioritize improvements in processes, systems, and enablement.

• Ensure that processes, materials, and workflows comply with quality, regulatory, privacy, legal, and Health Care Compliance standards.

⛳️ Requirements

• A bachelor's degree is required.

• At least 8–10+ years of progressive experience in commercial operations, sales enablement, service sales, medical devices, healthcare services, capital equipment, customer success, or a related area.

• Experience in designing operating models, system requirements, governance, workflows, enablement programs, or commercial capabilities in a dynamic or launch-phase environment.

• Proficient understanding of CRM, installed base, warranty, entitlement, quoting, contracting, invoicing, renewal, forecasting, and reporting processes.

• Capability to translate strategies into actionable workflows, tools, training, controls, and performance metrics.

• Strong program leadership with the ability to coordinate intricate work across a highly matrixed organization.

• Willingness to travel up to 20% globally and internationally.

• An advanced degree or relevant certifications in commercial, operations, systems, or learning are preferred.

• Background in surgical robotics, service contracts, or lifecycle revenue models is preferred.

🏝️ Benefits

• Medical, dental, and vision insurance.

• Life insurance.

• Short- and long-term disability insurance.

• Business accident insurance.

• Group legal insurance.

• Company consolidated retirement plan (pension).

• 401(k) savings plan.

• Long-term incentive program.

• Vacation – up to 120 hours per calendar year.

• Sick time – up to 40 hours per calendar year; up to 56 hours per calendar year for employees in Washington State.

• Holiday pay, including Floating Holidays – up to 13 days per calendar year.

• Work, Personal and Family Time – up to 40 hours per calendar year.

• Annual performance bonus eligibility.

• Opportunities for global and international travel as part of the role.