Senior Manager, Contract Operations

Job Description

We’re looking for a Senior Manager, Contract Operations to establish frameworks of structure on complex deals. In this role, you’ll interface and collaborate with a wide range of internal stakeholders across diverse geographies in identifying and resolving complex contract needs. You will lead a key functional area of our Global Sales Operations team, making the internal deal pursuit processes innovative and efficient for our Global Sales teams. You will report to the Senior Director, Global Sales Operations, and will work directly with our Sales, Customer Success, Professional Services, Legal, Partners, Business Technology, and Finance teams to help meet our global revenue targets. While based in our Hootsuite's Vancouver or Toronto's office or remotely across Canada or USA (in accordance with Hootsuite's local employment entities), you will be reporting to our Senior Director, Global Sales Operations.

WHAT YOU’LL DO:

• Hire, lead and develop the Global Contract Operations team; perform people management responsibilities, including identifying growth opportunities. Provide day to day direction and guidance for program improvements, while fostering a culture of collaboration and cross-functional teamwork.
• In collaboration with the Senior Director, manage communication and influence the senior leadership team to plan, prioritize and operationalize strategic initiatives.
• Partner with the senior management team in workforce planning exercise to meet the evolving needs of the Sales Operations team in alignment with business objectives.
• Responsible for facilitating and resolving complex contract needs related to global Net New, Upsells, Cross-Sell Bookings, to Services and Renewals; partner cross-functionally across various teams to identify and implement solutions.
• Lead the design and reconfiguration of the end-to-end contract processes; assess roadblocks and points of friction, including customer renewals, SKU rollups, and partner offerings in the contract operations process, determining root cause, and executing on creative solutions. Ensure a seamless experience for the global sales teams and our customers through the contract process.
• Develop and implement frameworks of structure on complex deals, in partnership with internal stakeholders, involving third-party Partner products, including automation for renewals and reporting of Hootsuite vs third-party revenue.
• Analyze deal variabilities and resolve complex issues through the performance of extensive research and problem-solving. This includes designing and implementing technical and workflow changes.
• Provide leadership and guidance on the sales process, including advice on sales inputs to the Quote-to-Cash transformation office.
• Work cross-functionally with Product Marketing and Legal to reimagine how product offerings can be operationalized, compliant with business goals, and meet contractual terms.
• Responsible for the SFDC data integrity, by overseeing account management and hierarchies, to ensure accurate booking and forecasting of revenue;
• Provide creative solutions to optimize the sales process through system changes and tool implementation

WHAT YOU’LL NEED:

• Significant experience in Sales, Sales Operations, and/or Finance roles, including people leadership experience, with direct experience of sales order processing, software contracts, software contract renewals, invoicing, and revenue recognition policies relating to SaaS.
• Comprehensive knowledge of software sales processes from quote-to-cash and experience in working within CRM and Financial systems.
• Customer Focus: demonstrates a desire to proactively help and serve internal/external customers to meet their needs.
• Open Communication: clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.
• Decision Making: consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities.
• Problem Solving: uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.
• Creativity and Innovation: seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions.
• Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
• Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
• Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
• Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team

WHO YOU ARE:

• Tenacious. You are determined to succeed, and you are motivated by the success of customers, colleagues and the community.
• Curious. You are always learning and seeking ways to make things better.
• Conscientious. You keep your promises, taking your commitments to others seriously, and you have strong integrity.
• Humble. You lead with humility and empathy, respecting and learning from the perspectives of others.

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.