Customer Operations Manager

Customer Operations Manager

The Customer Operations Manager is responsible for managing and improving the efficiency of the quote-to-order workflow, from CRM, CPQ, order management, to licensing and entitlement tools, driving designing and implementing data concepts, application logic, governance, support models, training curriculum, analyzing performance and efficiency, solving highly sensitive or escalated problems, in the quote-to-order areas.

What You'll Be Doing

• Provide specialist expertise to other members of the team
• Recommend, implement, and support continuous improvement within the department to improve employee performance, quality control, productivity, efficiency, and cost reduction
• Allocate and prioritize work/project assignments, track, and follow-up to ensure deadlines, or effective performance
• Initiate analysis of data from CRM, CPQ, ERP, order management, service, and licensing systems to recommend improvements
• Propose reporting improvements, identify, and implements tracking metrics
• Improve reporting, data analysis, dashboards, report automation for CRM, CPQ, service, ERP, licensing tools
• Take lead role in managing system changes, enhancements, new functionalities, and projects
• Identify, and implement tool and process improvements
• Work with leadership teams to achieve strategic goals
• Collect and analyze requirements, involve stakeholders in change management, design solutions to fit those requirements, write business requirement specifications, user stories, workflow diagrams, project documents, track, and report status of changes
• Develop test scripts, knowledgebase, trainings, including both prerecorded and live trainings
• Work with external partners, product development, and IT on internal CRM, CPQ, licensing system development project as CRM, CPQ, licensing SME, provide business and technical requirement specifications, database descriptions, to migrate legacy CRM, CPQ, licensing tools into new corporate tool (specifically licensing and entitlement tool)
• Designing license control mechanisms with product management and development for new functionalities, versions and products, shepherd existing licensing models and concepts active at current customer base

What You'll Likely Bring

• Excellent communication, interpersonal and presentation skills
• Excellent customer service skills
• Solid organizational and time management skills
• Strong problem-solving skills
• Excellent analytical skills
• Quick learning of new software to super-user level (office, project, CRM, CPQ, ERP, service, licensing, reporting and analytics)
• Exercise own judgment in making decisions on-the-fly when encountering situations outside of defined processes or policies
• Experiences in CRM (Salesforce), CPQ (Salesforce CPQ, Apttus CPQ), ERP, service management (ITSM, ServiceNow), change management, scripting (MS SQL), project management (JIRA, MS Project), reporting
• (Crystal Reports, MS SSRS, MS Power BI) applications, and in application documentation development, workflow, diagram and training delivery, and video editing software preferred
• Ample knowledge of the quote-to-cash process
• Intermediate to advanced skills in Excel, PowerPoint, Word, Project and Visio (or similar project and workflow tools)
• Ready to travel occasionally, sometimes unsupervised, to satellite offices to gather business requirements, gather data, perform user surveys, or deliver user training
• Ready to occasionally act as project lead for special projects or assignments and lead a team of peers

What Can Set You Apart

• 5+ years applicable experience and demonstrated success/knowledge
• 3+ years of specialized/industry experience
• Bachelor's degree (or equivalent experience)

About Epicor

At Epicor, we're truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.

We're Proactive, Proud, Partners.

Whatever your career journey, we'll help you find the right path. Through our training courses, mentorship, and continuous support, you'll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we're the essential partners for the world's most essential businessesthe hardworking companies who make, move, and sell the things the world needs.

Competitive Pay & Benefits

• Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
• Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
• Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
• Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
• Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
• Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
• Global Mobility: Comprehensive support for international relocations and permanent residency processes.

Equal Opportunities and Accommodations Statement

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you that's who we're interested in. If you have interest in this or any role- but your experience doesn't match every qualification of the job description, that's okay- consider applying regardless.

We are an equal-opportunity employer.

Recruiter:

Christi McCall