Job Type
Full-time, Work From Home / Occasional Travel
Description
Impel offers automotive dealers, wholesalers, OEMs and third-party marketplaces the industry’s most advanced digital engagement platform. The company’s end-to-end omnichannel solution leverages proprietary shopper behavioural data and AI technology to deliver hyper-personalized experiences at every touchpoint across the entire customer journey. Impel’s merchandising, communication, marketing and imaging applications work seamlessly with all major website, CRM and DMS platforms. To date, the company has delivered more than 2 billion shopper interactions across more than 50 countries. To learn more about Impel, visit https://impel.ai/
As Sales Operations Manager, you will lead internal projects designed to make it easy for our clients to work with us and for our Sales and Account Management teams to support them effectively. Your remit will span systems, finance, and partnerships.
The business has recently completed a significant migration to a new billing platform. With over 400 live customers in the UK, there is a substantial requirement for post-migration evaluation and cleansing of invoicing data, as well as proactive outreach to customers to ensure they are confident using the new platform and able to make timely payments. Overage billing will be a key short- to medium-term focus, requiring careful follow-up and resolution. As the role evolves, you will also support the migration of additional accounts from third-party providers onto the Impel billing platform.
In addition, you will play a key role in supporting the growth of the merchandising product suite in the UK. This will include becoming proficient in the use of bespoke back-office management systems, reporting suites, developing customer training approaches and supporting ongoing issue resolution, while driving/supporting product development discussions through local market knowledge. In the shorter term this will also include supporting the onboarding of customers as temporary (maternity) cover, which will include customer setup, delivery of training to new customers, working with third party integrators and market places.
Success in this role will require building strong working relationships with the Account Management team and other internal stakeholders across products, systems, and service delivery. The ideal candidate will be highly organised, strategically minded, an excellent communicator, and proactive in following through to ensure outcomes are delivered. As the Sales Operations Manager, you will be responsible for overseeing internal projects which ‘make it easy’ for our clients to work with us and Sales and account management teams to service these clients, spanning systems, finance and partnerships.
Preferred QualificationsKey Areas of Responsibility:
- Develop an intimate technical understanding of the Impel merchandising product suites and associated back-office systems to ensure smooth account setup and ongoing service for Impel customers. The goal is to achieve finance and merchandising system ‘guru’ status
- Provide first-line support for issues arising from client use of finance systems, the Impel proprietary capture app, and associated merchandising back-office systems.
- Work in tandem with the client facing account management team to provide white-glove service to your clients by serving as their primary point of contact for technical issues relating to the merchandising suite
- As the subject matter expert, participate in new client kick-off calls as well as integration discussions with 3rd party software providers, web providers and marketplaces
- Work closely with internal 2nd and 3rd line support teams to escalate and prioritise remedial work for request relating to finance systems and merchandising suite platforms.
- Work closely with account management and product teams to identify and prioritise product and service enhancement
- Support account management team on client calls
- Provide maternity cover to help launch and onboard client accounts across merchandising products and services including the market leading Impel AI and merchandising suites
- Cultivate strong relationships with key internal stakeholders across multiple market territories within the business
- Identify barriers to success, define the resolution and manage internal resources to help resolve
- Ensure all incoming client requests and concerns are resolved in an urgent, professional, and personable manner
- Utilise internal systems such as Salesforce, Bluesnap, Confluence, Jira and GSheets to document track issues, product development, customer enquiries and interactions
- Perform other related duties such as participating in various projects or initiatives
Requirements
- Strong business acumen
- Lateral thinker who is curious to learn more and develop a technical awareness of products to identify and solving problems
- Motivated and comfortable working remotely
- Effectively work cross-functionally and with a wide range of people with different skill sets
- Excellent organisational, interpersonal, and communication (written and verbal) skills
- Demonstrate tenacity and a commitment to deliver and be accountable for results
- Exceptional time management skills with the ability to handle multiple projects/client requests simultaneously
- Ability to work in a fast-paced environment while solving problems quickly and creatively
- Proficient in Microsoft Office Suite and G-Suite
- Comfortable working in a fast-paced and dynamic environment
- Positive, customer first attitude
- Ability to learn quickly and adapt to change
- Google Analytics experience preferred
Additional Requirements:
- Occasional travel
- Undergraduate degree preferred or 3-5 years of relevant work experience
- Knowledge of the Automotive Software Industry preferred
