Business Operations Manager
Summary:
ResMan, LLC is seeking an experienced Business Operations Manager. We want someone with a Go-Getter attitude who will take ownership of his or her role in contributing to the growth of the company. The Business Operations Manager will ensure there is smooth internal operations and coordination across all the teams and help develop processes to improve internal efficiency as ResMan grows. As our Business Operations Manager, you will work closely with all departments and handle the general internal operations and logistics at ResMan. This role will suit someone who is proactive, confident, hands-on, and enthusiastic with an interest in process improvement and problem solving.
Essential Functions:
Provide Sales with operational support during the sales process
Problem solve for any order form or CPQ issues that arise during the contracting process
Scope IT projects with the IT team to design solutions for operational issues and scalability
Review in detail and countersign all customer order forms
Review all >30% discounts for new contracts as well as approve all unique MSA amendment provisions
Work with compliance and legal counsel on requested unusual MSA provisions
Understand and map out the order to cash process and work on improvements design for Salesforce onboarding and billing
Oversee the cancellation process including the cancellation portal feature
Coordinate any cancellation portal feature changes with IT
Work closely with the Customer Partner Advocacy team on rollout schedule of customers
Manage the cancellation team and ensure they are on track with deadlines and prioritize during one-on-ones
Coordinate, define and oversee the backlog cancellation process
Review and approve cancellation requests related to unusual circumstances- backdates and/or early cancel MSA provision
Review and approve customer credit requests and calculations prepared by accounting
Oversee and improve the automation of the renewals monthly process
Review renewal uplifts on a monthly basis and address internal team questions
Own the business operations piece for Go to market (GTM) process including
Review and approve all submitted SKU changes and new SKUs
Map out business operations (order to cash) workflows for new products during GTM
Coordinate with legal counsel on any MSA or order form changes needed for new products
Work with IT on automating new product order forms, as needed
Research sales tax code and implications for new products
Work with accounting on setting up all new products in the accounting system
Design and test billing reports for new usage-based products
Test new product automation and order form in Salesforce
Work on partner integration imports into Salesforce and design and automation of the renewal process for partner integrations
Investigate product reconciliation issues identified and problem solve for system discrepancies (existing issues and go forward process)
Facilitate designing an offboarding process with all internal stakeholders
Work with product managers on third party vendor reconciliations for key usage-based products
Requirements
Qualifications:
Minimum 5 years of business operations experience
Bachelor's Degree in Accounting, Finance, Business or a field relevant to the position's requirements
Effective communication skills (oral and written)
Strong organizational and analytical skills
Proficiency in Excel, Word and Outlook
Experience with mapping out system requirements and identifying system improvements
Can foresee, identify, and problem-solve issues independently
Strong sense of responsibility
Adaptable and forward-thinking and able to work in a dynamic work environment
GTM experience is highly preferred
Requirements:
Proficient in Microsoft Office Suite
Experience in Salesforce (CPQ) preferred
Project Management experience preferred
SaaS experience preferred
Extreme attention to detail
Paralegal experience is a plus
Excellent understanding of order to cash process
Ability to act with discretion, tact, and professionalism in all situations
Belief and Commitment to ResMan’s Core Values:
Own What You Do - You commit to individual accountability and fulfilling our vision
Believe in the Impossible - We believe everything is possible through creative thinking and exceptional effort.
Win Together - We consistently deliver outstanding results through collaborative, supportive and trusted relationships