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Salary: CAD 96,100 - 134,700 / annual
Hootsuite is seeking a Manager, Contract Operations to own and resolve complex deal and contract needs across the Global Sales Operations team. You will interface and collaborate with internal stakeholders across diverse geographies to identify and resolve contract issues while keeping the deal pursuit process efficient for Global Sales teams. Reporting to the Senior Director, Sales Operations, you will work directly with Sales, Customer Success, Professional Services, Legal, Partners, Business Technology, and Finance teams to help meet global revenue targets.
Key responsibilities include:
- Oversee day-to-day resolution of complex contract needs related to global Net New, Upsells, Cross-Sell Bookings, Services, and Renewals; partner cross-functionally to identify and implement solutions
- Identify roadblocks and points of friction in the end-to-end contract process, including customer renewals, SKU rollups, and partner offerings, and work with the Senior Manager to develop and execute agreed solutions
- Analyze deal variabilities and resolve issues through research and problem-solving, including recommending workflow changes within your area of ownership
- Leverage established frameworks to effectively structure complex deals, including deals involving third-party Partner products, and ensure accurate reporting of Hootsuite vs. third-party revenue
- Provide guidance to Contract Operations team members and sales teams on contract process questions, escalating novel or high-risk scenarios to the Senior Director
- Partner with Product Marketing and Legal on how product offerings are operationalized, staying compliant with business goals and contractual terms
- Ensure SFDC data integrity by monitoring account management and hierarchies to help ensure accurate booking and forecasting of revenue
- Identify and drive process optimization opportunities that enhance sales efficiency through system enhancements, streamlined workflows, and tool implementation
- Manage direct reports including hiring selection, coaching, mentoring, development, performance management and all other people-management practices, including DE&I
Requirements:
- 8+ years experience in Sales, Sales Operations, Deal Desk, and/or Finance roles, with direct experience of sales order processing, software contracts, software contract renewals, invoicing, and revenue recognition policies relating to SaaS
- Solid working knowledge of software sales processes from quote-to-cash and experience working within CRM and Financial systems (e.g., Salesforce)
- Strong customer focus, demonstrating a desire to proactively help and serve internal/external customers to meet their needs
- Open communication skills: clearly conveys thoughts both written and verbally, listens attentively and asks questions for clarification
- Sound decision-making ability: consistently chooses the best course of action to address business problems and opportunities
- Problem-solving skills: uses an organized and logical approach to find solutions to complex problems, looking beyond the obvious to understand root causes
- Creativity and innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions
- Enablement capability: supports and coaches others to create results while helping develop their capabilities
- Inclusive leadership: builds inclusive, cohesive teams which apply diversity to achieve common goals
- Long-range planning ability: identifies key issues and relationships relevant to achieving long-range goals; builds integrated plans for course of action
