CRM Business Operations Manager - Q2C

Description

About Us:

At Sitecore, our mission is to simplify how brands reach, engage, and serve people by delivering intelligent, personalised digital experiences that connect the world. We empower the world’s most iconic brands to build lifelong relationships with their customers—seamlessly, smartly, and at scale.

As the leading provider of agentic digital experience software, Sitecore brings together content, commerce, and data into one composable platform that enables brands to deliver millions of meaningful, adaptive experiences every day. Trusted by global leaders such as American Express, Porsche, Starbucks, and L’Oréal, Sitecore helps brands transform engagement through experiences that are not only personalised but predictive and dynamic.

Our foundation is our people—a diverse, passionate, and collaborative global team spanning over 25 countries. We believe that every experience matters, and that belief starts with how we work together. Our values guide how we lead, innovate, and connect. They are the behaviours that bring our mission and vision to life, every day, in every interaction.

As we continue to evolve, we are actively cultivating AI skills across our teams to unlock new levels of creativity, efficiency, and insight. From engineering to customer experience, AI capabilities are becoming integral to how we design, build, and deliver the next generation of digital experiences.

Learn more at Sitecore.com.

About the role:

We are seeking a Business Operations Manager to provide support for our Salesforce Sales Cloud & Salesforce CPQ environment which will include but not be limited to Salesforce CPQ best practices, systems/user support, data governance and cross-functional project support.

What you will do:

Support the Global Sales and Deal Desk organizations to efficiently create and process CPQ orders 

• Provide CPQ support to Deal Desk and Sales Teams for complex deals
• Serve as the point of contact for technical Deal Desk and Field questions on CPQ and Pricing
• Act as the primary contact for handling CPQ tickets and cases
• Provide Data Migration support and corrections for client licenses that were transitioned to CPQ
• Documentation support as needed
• Provide training as needed to support end users through business process or system changes 

Support the Order Management organization during month end and quarter end activities 

• Provide CPQ support to Order Management, to allow closing of deals efficiently
• Troubleshoot and resolve CPQ quoting issues to ensure smooth bookings
• Provide training and assistance for license key management and cloud provisioning.

Work with stakeholders to improve quote to cash processes in Sitecore 

• Collect business requirements and work with technology team and developers to test, validate and implement.
• Ensure recurring CPQ bugs are identified and resolved with support from CPQ developers
• Document end-to-end processes and process-related artifacts such as business requirements document, flow charts, Training material, etc.

Work with Pricing and Packaging team 

• Partner with our product and pricing organization to ensure best in class governance, process, and pricing are being used within our systems and platforms.
• Support investigation and resolution of issues, concerns and escalated request
• Provide testing support for new and updated product launches
• Troubleshoot and resolve operations and application issues, including data movement and processing between systems.

General 

• Intermediate to advanced understanding of the integrations between systems (Salesforce & NetSuite primarily).
• Complete assigned responsibilities on time and with extremely high quality and attention to detail and demonstrate a high-level understanding of Revenue
• Processes from Lead to Cash.As needed, formally train on new enhancements and functional releases and/or support and coordinate end-user training and documentation with the Sales Enablement team.
• Monitor, assess, create, publish, and maintain documentation for any requested changes by the business unit as well as notify all internal staff of requested changes.
• Participate and conduct system testing and coordinate implementation of new or changed system parameters or release enhancements with business units

Who you are:

• Experience with Salesforce CPQ is required.
• Certified Salesforce.com Administrator or equivalent Salesforce experience
• Advanced in Microsoft Office Applications, especially Microsoft excel.
• Highly organized, able balance multiple requests without letting things fall through the cracks.
• Ability to be transactional focused, while also able to step back and identify process improvement and ways to drive scale and efficiency.
• Attention to detail, analytical thought process, able to identify opportunities to streamline and improve processes, communicate solutions, and document results.
• Bachelor’s degree in Business discipline preferred.
• 4+ years of experience managing and prioritizing a diverse set of projects.
• Exceptional interpersonal and communication skills; able to communicate across all levels of an organization and is comfortable training individuals of all disciplines on processes.
• Proactive, flexible, and willing to manage tasks ranging from administrative to complex and analytical and adhere to SLAs.
• Background in Sales Operations is a plus.