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Job Description

Revenue Operations Process Optimization team is seeking a highly motivated, detail-oriented person to lead a team of business support associates. The candidate for this role would ideally have experience in managing a global team handling day-to-day operations and inquiries/cases and familiarity with deal lifecycle management and the interactions between account and contract data with other transactional records within a CRM.

The Business Support Team Lead will supervise a small, matrixed team that processes data requests submitted by stakeholders from all regions and functional areas, including Sales, Legal, Customer Success, and external Partners. The team lead will ensure compliance to process and policy and use KPI’s to monitor the quality of the team’s processes and operation and implement process improvements to further streamline the efficacy of the team. The lead will serve as an escalation point for the team and is expected to handle escalated or sensitive requests as needed.

Responsibilities

Supervise Team

• Supervise team of 3-5 business support associates that support both internal stakeholders and Equinix Partners
• Ensure adherence to policies and processes; maintains up-to-date documentation of team’s work instructions
• Manage team workload to ensure global coverage
• Use Key Performance Indicators (KPI’s) to monitor the team’s performance and assess the efficacy of the team’s processes
• Provide training, guidance, and support to team members
• Serve as escalation point for issues raised by both internal and external stakeholders
• Perform associate duties on as-needed basis

Business Analysis

• Assist with UAT test case execution on data integrity enhancements across systems, including SFDC, Siebel, UCM, and Oracle.
• Identifies and implements changes for improving data quality and data management processes.

Project Management

• Provides overall project manager with ongoing progress data and metrics.
• Documents detailed processes for data cleanup as they evolve.
• May oversee execution of changes by outsourced resources.
• Follow up on open action items.
• Schedule calls/meetings as needed.

Qualifications

• Bachelor’s degree or higher
• 3+ years similar work experience
• Management experience
• Customer service experience a plus
• Strong communication and organizational skills
• Proficiency with MS Office tools and SFDC
• Ability to learn and adapt to change quickly
• Willingness to work outside of local timezone