Business Operations Manager

Summary:

ResMan, LLC is seeking an experienced Business Operations Manager. We want someone with a Go-Getter attitude who will take ownership of his or her role in contributing to the growth of the company. The Business Operations Manager will ensure there is smooth internal operations and coordination across all the teams and help develop processes to improve internal efficiency as ResMan grows. As our Business Operations Manager, you will work closely with all departments and handle the general internal operations and logistics at ResMan. This role will suit someone who is proactive, confident, hands-on, and enthusiastic with an interest in process improvement and problem solving.

Essential Functions:

• Provide Sales with operational support during the sales process

• Problem solve for any order form or CPQ issues that arise during the contracting process

• Scope IT projects with the IT team to design solutions for operational issues and scalability

• Review in detail and countersign all customer order forms

• Review all >30% discounts for new contracts as well as approve all unique MSA amendment provisions

• Work with compliance and legal counsel on requested unusual MSA provisions

• Understand and map out the order to cash process and work on improvements design for Salesforce onboarding and billing

• Oversee the cancellation process including the cancellation portal feature

  • Coordinate any cancellation portal feature changes with IT

  • Work closely with the Customer Partner Advocacy team on rollout schedule of customers

• Manage the cancellation team and ensure they are on track with deadlines and prioritize during one-on-ones

• Coordinate, define and oversee the backlog cancellation process

• Review and approve cancellation requests related to unusual circumstances- backdates and/or early cancel MSA provision

• Review and approve customer credit requests and calculations prepared by accounting

• Oversee and improve the automation of the renewals monthly process

• Review renewal uplifts on a monthly basis and address internal team questions

• Own the business operations piece for Go to market (GTM) process including

  • Review and approve all submitted SKU changes and new SKUs

  • Map out business operations (order to cash) workflows for new products during GTM

  • Coordinate with legal counsel on any MSA or order form changes needed for new products

  • Work with IT on automating new product order forms, as needed

  • Research sales tax code and implications for new products

  • Work with accounting on setting up all new products in the accounting system

  • Design and test billing reports for new usage-based products

  • Test new product automation and order form in Salesforce

• Work on partner integration imports into Salesforce and design and automation of the renewal process for partner integrations

• Investigate product reconciliation issues identified and problem solve for system discrepancies (existing issues and go forward process)

• Facilitate designing an offboarding process with all internal stakeholders

• Work with product managers on third party vendor reconciliations for key usage-based products

Requirements

Qualifications:

• Minimum 5 years of business operations experience

• Bachelor's Degree in Accounting, Finance, Business or a field relevant to the position's requirements

• Effective communication skills (oral and written)

• Strong organizational and analytical skills

• Proficiency in Excel, Word and Outlook

• Experience with mapping out system requirements and identifying system improvements

• Can foresee, identify, and problem-solve issues independently

• Strong sense of responsibility

• Adaptable and forward-thinking and able to work in a dynamic work environment

• GTM experience is highly preferred

Requirements:

• Proficient in Microsoft Office Suite

• Experience in Salesforce (CPQ) preferred

• Project Management experience preferred

• SaaS experience preferred

• Extreme attention to detail

• Paralegal experience is a plus

• Excellent understanding of order to cash process

• Ability to act with discretion, tact, and professionalism in all situations

• Belief and Commitment to ResMan’s Core Values:

  • Own What You Do - You commit to individual accountability and fulfilling our vision

  • Believe in the Impossible - We believe everything is possible through creative thinking and exceptional effort.

Win Together - We consistently deliver outstanding results through collaborative, supportive and trusted relationships