Job Title: Manager, Sales and Service Operations

The following represents some of the main responsibilities of the above position. This list is not in any order of importance and should not be considered an exhaustive list of possible duties of the position. NxStage Medical, Inc. maintains the right to modify this list at any time.

Summary

The Manager Sales & Service Operations will support sales and service functions. The incumbent has responsibility for working with the sales and service management team in supporting all aspects of process, methodology and technology as they affect the Commercial organization. Responsibilities include: reporting, sales compensation processing, sales capital, forecasting and performance analysis, and customer service performance metrics. The position is also responsible for the day-to-day support of Global Commercial Organization in using automated tools, systems and applications, including Sales Force.Com. Actively working with and for the senior Commercial Organizations leadership in managing and directing the operational elements of the organization is the core responsibility.

Specific Duties:

• Consolidate, reconcile and analyze weekly and monthly sales forecast, booking and revenue reports for Commercial GMs. Validate the accuracy of information.
• Assessment and redesign of key internal processes related to sales analysis and Customer Service activities.
• Research and drive analytic and process innovations that improve customer satisfaction and operational efficiencies; act as the internal consultant regarding customer service, technical support and process improvements.
• Supports the development and review of proposals, sales correspondence and collateral, and price quotations.
• Generates opportunity-tracking reports, pipeline forecasting, ROI Analysis and other sales reports as requested by senior management.
• Establish and maintain performance metrics and statistical process and performance reporting for the measurements of geographic regions, sales managers, territories, sales by product/service and the sales pipeline at the macro and micro levels
• Assist in processing, reviewing and monitoring all sales activities.
• Coordinate with HR and Finance for the administration of incentive payments
• As an integral part of the expansion of Sales Force.Com coordinates project activities and acts as a liaison between IT and the sales team.
• Uses Sales Force.Com and other tools to create views, sales reports and queries for the sales management team. Ensures data integrity.
• Monitor the performance of current strategies and conduct analysis to support the financial impact of proposed strategies.
• Provides management with technical advice on potential impacts of projects on customer service, organization, staffing, processes, and budgets.
• Assist with the design, create and implement the annual regional territory development and review process and necessary tools to support and measure that process.
• Follow up on all administrative issues on behalf of Commercial GMs and VP Customer Service.
• Work with field sales teams to ensure issues are known/expedite resolution.

Requirements:

• BS Business or Finance with 7+ years financial/process management experience.
• 2+ years of management experience.
• Lean, Six Sigma, other process related management certifications are a plus
• Working knowledge of solutions selling, pipeline management and forecasting
• Demonstrated project management skills.
• Proven track record in creating a replicable sales support and customer service processes including RFP Templates, pricing mechanisms, workflow management etc.
• Excellent administrative skills and an understanding of how to deal with sales force dynamics.
• Excellent oral and written communication skills. Must be able to communicate with a broad range of personalities including Sales Managers, Customer Service, SVP Commercial Operation, and IT team
• Demonstrated ability to exercise broad judgment and flexibility in balancing requirements, milestones, and keeping people and projects moving on schedule
• Ability to multi-task and work under tight schedules
• Excellent customer service skills to be responsive and to meet or exceed commitments
• Teamwork skills to be able to work effectively in group situations
• Demonstrated analytical and PC skills including Excel and PowerPoint.
• Strong attention to detail and quality.
• Self-motivated with minimum supervision.
• Must be an effective change agent

NxStage Medical is an Equal Opportunity Employer

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