Director, Carrier and Sales Operations

This role is responsible for managing a number of teams, including:
Sales Order Processing
Sales Process
Sales Training
Quote Entry
Carrier Management
Central Account Team and Central Sales Desk

• This director level senior management position will be the primary support person for Enterprise Sales & Marketing to ensure all sales are processed quickly and accurately, that central sales functions achieve target and Interoute obtain best pricing and support from the third party carriers used in certain regions. This position will lead sales and sales support functions including:
(1) Sales Operations (19 of which 1 direct report), including sales order processing, expediting, reporting, order quality including clean order check, sales KPIs, and the documentation and ongoing improvement of all sales processes. This team also does volume quoting and ordering support for key Wholesale customers.
(2) Processes & Change Control (1, direct report), Documentation and streamline of Interoute processes as they affect Sales & Marketing or our customers. Liaise with systems & central process teams to ensure common process standards and interlinked KPIs. Act as the process owner and champion for Enterprise sales within the rest of the business, representing sales requirements in and communicating business process requirements out to sales.
(3) Central Account Team (9 of which 1 direct report), provide cost effective centralised account management and support of Interoute’s non-strategic customers. This team also incorporates a telesales function to close sales leads and set up customer meetings for the regional account managers.
(4) Sales Engineering (virtual team), in conjunction with Products & Platforms, set the roles, responsibilities, and standards for the technical sales support teams (SEs), including skill sets, product alignment, and non-standard solutions.
(5) Sales Training (1, direct report), create and organise Interoute Sales Induction Courses for new sales and sales support staff, including outlining courses, establishing course owners and content contributors, and rolling out training to support systems and process changes for all sales and sales support staff.
(6) Carrier Management (6, of which 1 direct report), ownership of certain carriers (principally Rest of World) including from a quoting perspective. Maintaining a special process for identified major deals and co-ordinating the off-net quoting activity to ensure maximum win chance. Ownership of OLO quoting process for the company as a whole and a leading role of OLO/carrier strategy.
• Liaising with all key groups within Interoute at a senior management level.
• Ensure that Sales Operations streamline and dovetail our processes, inputs and outputs into Interoute Networks & Operations, Products, Platforms, Legal, Finance, OSS/BSS, Engineering and of course Sales and Marketing.
• Act as the focal point for all process engagement, representing sales to other departments and communicating to sales how they must interact with other departments as part of the process.
• Manage the Central Account Team to drive towards and exceed sales targets, measuring performance and implementing plans as required to achieve the financial targets specified by the business.
• Liaise with the CTO Team / Service Architects to develop and enhance our customers’ experience.
• Maintain and cleanse customer paper and electronic information related to orders, contracts, billing, and making provision for disaster recovery and joint access and control with Legal.
• Provide reporting to the Sales and Marketing Group, and in particular on KPIs related to the Sales Operations team on orders and contracts, and Carrier Management team on quoting performance and success levels, and sales performance of the Central Sales Desk and Central Account Team.
• Responsible for selecting, training, developing and managing performance of direct reports and team to succeed in a sales environment.
• Serve as point of escalation if Region Managers need support to provide quality and timely service to key customers.
• Serve on high-level Business Process Improvement and Cost Reduction teams.

• Experience of process management and driving continuous process improvement is essential.
• Experience of both Sales Operations and/or Account Management, ideally within telecoms or technology environment is essential.
• Demonstrable sales, sales training and coaching skills in operational B2B environment.
• Experience in telecommunications carrier management with knowledge of the Pan-European market place, including suppliers, technologies (e.g. DSL, Ethernet, SDH) and the process of quoting and ordering.
• Direct management experience in a multinational company – ideally management of a distributed team in a matrix organisation

• Strong personal presence, ability to make and demonstrate personal impact
• Highly professional with a high level of integrity
• Ability to manage and motivate culturally diverse and geographically disparate team
• Successfully develop strong business relationships with his/her peers and superiors.
• Ability to relate to the client requirements, to multiple levels within the client’s organisation to win their confidence and support.
• Demonstrable capacity to thrive in a sales driven, high-change, often ambiguous business environment
• Strong organisational skills with the ability to prioritise projects in a fast paced, deadline oriented and rapidly changing business environment. Ability to communicate priorities in an unambiguous and consistent way.
• Strong negotiating skills.
• Excellent coaching/leadership skills.
• Demonstrate a solid understanding of process and process flows.
• Advanced understanding of financial metrics.