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Customer Operations Manager
2 weeks ago
Company Overview Broda Seating is a leading North American manufacturer specializing in long-term care positioning and mobility chairs. Founded in 1981, we are dedicated to providing unparalleled patient comfort, safety, and durability. With a strong presence in both the Canadian and U.S. healthcare markets, we are committed to continuous innovation and excellence. Due to growth, we are seeking a strategic and process-driven Sales Operations Manager to lead our Inside Sales and Customer Success teams . This role is pivotal in optimizing sales performance, enhancing customer experience, and driving operational excellence through systems and process innovation. The ideal candidate will have a strong background in sales operations, team leadership, and system process implementation. Key Responsibilities Team Leadership Manage and mentor Inside Sales and Customer Success teams. Set clear performance goals and KPIs aligned with company objectives. Foster a collaborative and high-performance culture. Collaborate with marketing, product, supply chain, and finance to ensure alignment across demand generation, pricing, and go-to-market strategies. Systems & Process Optimization Lead the design and enhancement of sales and customer success processes within Microsoft BC. Ensure data integrity and system efficiency across CRM and ERP platforms. Partner with IT and Finance to streamline order-to-cash and customer lifecycle processes. Customer Success Enablement Set the vision and direction for the customer success function, including onboarding, engagement, retention, and expansion. Act as a bridge between sales, customer success, product, supply chain, marketing, and finance teams. Drive initiatives to improve customer retention, satisfaction, and expansion. Implement feedback loops and success metrics to measure customer outcomes. Support onboarding and training programs for new and existing customers. Qualifications 5+ years of experience in sales operations, customer success, or related roles. Proven leadership experience managing cross-functional teams in multiple regional areas. Strong proficiency in Microsoft Dynamics 365 Business Central or similar ERP/CRM systems. Excellent analytical, organizational, and communication skills. Ability to thrive in a fast-paced, evolving environment. Preferred Skills Experience with durable medical goods and/or B2B sales environments. Familiarity with sales enablement tools and customer success platforms. Project management certification or experience is a plus. Bring your talent. Build your career. Grow with us.
