The Manager, Customer Operations Consulting leads a team to deliver efficient solutions, improve customer experience, manage POCs, and drive customer retention through best practices and strategic project ownership.
Lead Operations Consulting to deliver fit-for-purpose solutions to prospects, customers, and partners in a cohesive, expeditious, repeatable, scalable, and profitable way
Facilitate the achievement of all established project/program/POC metrics (goals/success criteria/KPIs/ROI) agreed to by Sales Engineers and prospects/customers/partners
Decrease Proof of Concept (POC) length and increase POC conversion rates.
Ensure the execution of the Production roll-out of the final solution goes smoothly by documenting, communicating, and memorializing the final solution (post POC) and handing off a comprehensive solution, to the Product Operations team, that can be executed by the rest of the organization
Establish best practices, establish metrics, and collect and analyze data and feedback from prospects, customers and partners in order to leverage data into actionable insight/tasks/enhancements
Manage prospects’, customers’, and partners’ perceptions of their relationship with the Glory brand resulting from all their interactions with solutions during projects/programs/POCs
Key Responsibilities
· Responsible for leading a team of professionals who serve as a tactical and supportive partner for current and prospective customers, focused on building loyalty to ensure long-term customer retention
· Builds strong relationships with customers and monitors the customer experience to ensure they are optimizing Glory’s product(s)
· Possesses in depth knowledge of Glory product and solution value propositions to ensure proper customer education of product/solution capabilities
· Lead and manage the Operations Consulting team in assisting prospects/customers with POCs and transformation initiatives
· Establish, develop and implement measurable and revenue generating customer consulting efforts executed by the Operations Consulting team
· Drives ongoing process improvements to deliver world class customer support
· Strategic and tactical project ownership
· Exercising risk and issue management with consistency and tact
· Ensuring successful go-lives and customer satisfaction throughout all projects/programs/POCs
· Focused on prospect and customer success including, but not limited to, validating solutions (SOP validation, create/modify training docs, perform DIL and QA testing), achieving ROI, SME participation in project management process (readiness, logistics, TTT training and installation) for all POCs
· Receiving/socializing/getting approval for/documenting/executing/monitoring all configuration changes for POCs
· Document all requests for configuration changes and enhancements during POC, facilitate review by Product Managers and Steering Committee, track configuration and enhancement requests through to fruition, and manage prospects’ and customers’ expectations regarding configuration changes and enhancement requests
· Memorialization of final solution (h/s/d solution set, all h/s/d configurations, all SOP & training docs), handoff/knowledge transfer to Product Standards Mgr for POCs and new product/solution trials
Skills, Knowledge & Expertise
Education Level:
Bachelor’s degree or equivalent experience in business, customer support, sales, business development or related area
Qualifications:
· 5-7+ years leading a team of professional services/consulting, technical sales, or business development professionals in a fast-paced organization
· Demonstrated commercial mindset and ability to develop and manage operational relationships with prospects, customers, and partners
· Experience implementing and supporting complex hardware, connectivity and software technology solutions and products to customers and internal teams
· Proven track record leading the implementation of new customer and business growth opportunities
REQUIRED SKILLS AND COMPETENCIES
· A true passion for customers
· Skilled at influence management, with strong leadership, team and cross-functional collaboration skills
· Possess excellent communication and partnership skills which are essential for interacting and communicating with key stakeholders at prospects, customers, and partners
· Proven ability to communicate mission critical information in a timely manner tactfully and diplomatically yet with a sense of urgency in order to keep all parties executing against customer expectations and requirements
· Previous experience evolving large-scale proofs of concept from pre-sales, to testing, to successful implementation
· Ability to adapt to ever-changing business environments
· Ability to manage influence through persuasion, negotiation, and consensus building
· Strong customer advocate with the ability to handle escalated situations successfully to conclusion.
· Analytical problem solver with process-oriented mind-set
· Able to ensure that projects are being documented appropriately to mitigate risk and to be delivered on time.
· Able to travel as needed to support the needs of the business
REMOTE WORK EXPECTATIONS:
This is a remote role, requiring strong self-management, virtual collaboration skills, and occasional travel for team meetings or client engagements.
- Maintain regular working hours aligned with U.S. time zones and team schedules.
- Communicate effectively across virtual platforms.
- Demonstrate accountability and proactive collaboration in a remote environment.
- Participate in virtual meetings, training sessions, and occasional in-person events or workshops (travel up to 10%).
About
Global Leaders in Customer Experience Automation With a culture rooted in innovation, each day Glory’s people are transforming our customer’s businesses. Our automation solutions empower retailers, restaurants and financial institutions to save time, money, and deliver unrivalled customer experiences. Publicly listed and proudly international, Glory has been a trusted name for over 100 years, and a global leader for more than a decade. That’s a reputation we’ve earned by combining our pioneering software and hardware with our dynamic people. Because alongside our technology, it’s our people who are driving our successes. Why Join Us Here at Glory, our ambitions are as big as yours. And that’s why we are actively looking to recruit the best of the best. Join Glory and you will be part of the force driving our transformative technology and leading-edge innovations. That’s because every Glory solution is powered by exceptional people like you. People with experience, skills and dedication. Here, we prioritise the development and well-being of our people. Across vibrant and collaborative workplaces, you’ll team up with colleagues across the world to deliver remarkable solutions in more than one-hundred countries. Looking to make a global impact? Join Glory in innovating the future of business transformation. Glory ValuesThe Glory Values are our ethos of working together, diversity and innovation: a practical blueprint of how we work together. We live our values wherever we are – with both colleagues and customers. Glory Values help us meet new challenges and exceed expectations. And they help us further our skills and work with trust and respect. Customer Delight. We put our customers first.Integrity. We do the right thing, always. Innovation. We embrace new challenges and share the future. Speed. We move fast, that’s how we stay ahead. Diversity & Respect. We value the strength in our differences. Teamwork. We succeed together.
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