Customer Success Operations Manager

Position Overview

The Inside Sales Strategy Manager is responsible for developing and executing the strategic plan for the Custom Success team to drive revenue growth, optimize Customer Success processes, and ensure effective lead generation and conversion. They will work closely with senior leadership, Field Sales teams, Marketing, Sales Strategy and Development, and other departments to design and implement best practices that improve Customer Success performance and efficiency.

Responsibilities Include:

• Inside Sales Strategy Development: Develop and implement strategies for the Inside Sales Team to achieve revenue growth. Align Inside Sales goals with overall company objectives and the Sales Strategy and Development team. Identify growth opportunities through sales performance analysis and market trends.
• Sales Process Optimization: Design and improve Customer Success processes to increase efficiency, effectiveness, and conversion rates. Analyze data and performance metrics to identify opportunities for improvement. Leverage technology and automation tools to streamline workflows.
• Team Leadership & Collaboration: Lead, coach, and mentor Customer Success Representatives, ensuring they have the tools and knowledge to be successful. Foster a collaborative environment between Sales, Marketing, and other departments to improve cross-functional alignment. Conduct monthly team meetings to align all regions, share best practices and challenges, and enhancements needed. Conduct 3-4 observation days per week to provide hands-on coaching and individual performance improvement support.
• Inside Sales Metrics & Reporting: Monitor KPIs and sales metrics to assess team performance and progress towards goals. Prepare and present reports for senior leadership on sales performance, insights, and areas for improvement.
• Lead Generation & Qualifications: Develop and refine lead qualification processes to increase the likelihood of conversion. Work with internal departments to align Customer Success strategies and ensure smooth handoffs across departments.
• Customer Engagement & Retention: Develop strategies to build strong relationships with new and existing customers, ensuring high levels of satisfaction among the Customer Success team. Work with the Customer Success team members to ensure smooth transitions for Customers from Field Sales to Inside Sales support.

The ideal candidate will have:

• 5 years of Inside Sales, Sales Training, or Sales Strategy, with a proven track record of success.
• Strong analytical skills with the ability to interpret data and make strategic recommendations.
• Excellent leadership, communication and interpersonal skills.
• The ability to collaborate cross-functionally and work effectively with senior management.
• Strong problem-solving skills and a proactive approach to process improvements.
• Proficiency with Microsoft Office Suite (Word, Excel, PowerPoint) and customer relationship management (CRM) software.
• Ability to physically sit at a desk for long periods, operate a computer, and listen/speak clearly on the phone and in-person.

Compensation & Benefits:
BradyPLUS offers competitive compensation and a comprehensive benefits package to support the health and well-being of our associates and their families. Benefit offerings include medical, dental, vision, life and disability insurance, flexible spending accounts, Employee Assistance Programs (EAP), 401(k) Retirement and more.

About BradyPLUS:
BradyPLUS is a leading national distributor of solutions for JanSan, Foodservice and Industrial Packaging. We deliver the right SUPPLIES SUPPORT to ensure businesses are more successful every day. We offer premium brands, expert advice, and exceptional customer experiences. Our 6,000 associates across 180 locations have a passion for delivering innovative solutions for the business challenges of today and tomorrow. Together, we serve thousands of customers nationwide in end markets including education, government, healthcare, hospitality, restaurants, building services, food packaging & processing, and grocery. We strive to be the best employer we can. We value people, we embrace change and we reach higher. Join us and see what the BUZZ is about! To learn more visit us at [1] www.BradyPLUS.com.

BradyPLUS is an Equal Opportunity Employer. This means that all qualified applicants will receive consideration for employment without regard to race, marital status or civil union status, sex, age, color, religion, national origin, veteran status, mental or physical disability, sexual orientation, gender identity and/or any other characteristic protected by law. We also provide reasonable accommodations to applicants and employees with disabilities.
References

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1. http://www.bradyplus.com/