We are seeking an experienced Senior Manager to lead our Sales Operations for the US Market, focusing on driving sales performance and improving customer experience.

About the Company

ExcelSoft Services is focused on delivering effective and integrated sales solutions to help organizations flourish in competitive markets. We specialize in operational excellence, providing critical support to our clients' business goals, particularly in the U.S. market.

Role Overview

The Senior Manager – Sales Operations & Performance is a leadership position responsible for overseeing our sales operations in support of U.S. customers. Based in Hyderabad, this role will report directly to senior leadership and focus on driving substantial improvements in our sales performance, customer experience, and process efficiency. The successful candidate will build a high-performing team and ensure operational excellence in our inside sales operations.

Key Responsibilities

• Lead and manage the Hyderabad inside sales organization that serves U.S. customers.
• Establish and track daily, weekly, monthly, and quarterly sales metrics to drive performance.
• Cultivate a KPI-driven sales culture, providing coaching, mentorship, and development for sales representatives and managers.
• Conduct daily sales meetings and performance reviews, ensuring timely follow-ups on customer inquiries and implementation of continuous improvement processes.
• Collaborate closely with product and technology teams to enhance our online booking platform and drive customer satisfaction.
• Analyze customer behavior to recommend strategies aimed at boosting online booking conversion rates and improving the overall customer journey.
• Prepare executive-level dashboards and reports summarizing performance metrics along with actionable insights.

Tech Stack

• Customer Relationship Management (CRM) systems
• Sales reporting tools
• Digital communication platforms

This role is pivotal as we seek to expand our online sales channel, thereby necessitating a candidate who is not only data-driven but also passionate about enhancing customer journeys and operational efficiency. A background in handling escalated customer communications and a comprehensive understanding of sales processes are essential for this position.

Requirements

• Educational Background: Bachelor's Degree is required, MBA preferred.
• Experience: 8-15 years leading inside sales, sales operations, or contact center teams.
• Proven experience in managing large teams of 25+ sales representatives.
• Prior experience serving U.S. customers or international markets is highly preferred.
• Expertise in managing KPIs, dashboards, and performance metrics.
• Strong analytical and problem-solving skills.
• Excellent leadership, communication, and organizational abilities.
• Proficient in CRM systems and sales reporting tools.
• Experience in handling customer escalations and conflict resolution.

Preferred Industry Background

• Candidates with backgrounds in SaaS, Technology, Insurance, Financial Services, Telecom, Logistics, E-commerce, Marketplace businesses, or International BPO operations are preferred. Experience in the moving industry is a bonus but not mandatory.

• Health insurance