Aria Care Partners

Aria Care partners is seeking a Sales Operations Analyst whose role will be to provide critical sales operations data to leadership and technical support to the inside sales team on the specific applications used by this team. This role will impact the efficiency and effectiveness of the inside sales team. This role is fully remote to note. 

The Sales Operations Analyst is responsible for ensuring all sources of the inside sales team’s performance data are available and mined for essential management and team reporting. This will include identifying all data and performance trends at the total team, regional team, and individual Care Advocate level. It will also include the development and updating of performance dashboards for Inside Sales management and the team.

The IT responsibilities of this role are to function as a liaison with all vendors providing software applications used by the Care Advocates and management of these applications within the Inside Sales team. This person will also be the immediate first call for all agents experiencing any technical issues needing intervention. As the Sales Operations Analyst you will be the conduit for deeper IT support when required. The candidate is expected to become an expert in the applications used by the inside sales team to ensure maximum effectiveness. They are also expected to stay abreast of all current application updates and will regularly consult with our application vendors/partners. The objective is to ensure the productivity and efficiency opportunities are maximized and alternative platforms are properly evaluated.

This role reports to the Director of Inside Sales. The ideal candidate will have an analytical and technical mindset and ability to quickly assimilate data across platforms such as Salesforce, Genesys, Power BI, and others to provide statistical insights down to the individual sales representative level.

Sales Reporting:

• Consolidate, design, optimize, and deliver comprehensive sales reporting and analytics to enhance inside sales’ performance.
  • Manage, track, and report on inside sales campaigns, leads, wins/losses and call flow rates critical projects, as well as assess outcomes and drive continuous improvement.
  • Develop and build reporting and analyses on significant sales initiatives, operational trends, challenges, and opportunities.
  • Provide executive-level reporting, including weekly, monthly, and quarterly business review data by way of developing a repeatable process.
• Identify risks via reporting dashboards and data stories within critical team applications so that the information can be leveraged to provide actionable recommendations.
• Monitor and ensure the accurate and efficient distribution of sales reports and intelligence vital to the inside sales organization. Make recommendations, as necessary.
  • Mine data within applications to identifying where significant changes and trends may impact sales campaigns and lead conversions.
  • Continuously work to streamline reporting and participate in the integration of reporting databases and sales tools.
• Work cross-functionally to develop and implement tools that enhance the team’s efficiency and create the ability to accurately forecast sales projections and benchmark results.
• Conduct historical reviews of campaign and leads performance, campaign and leads segmentation and prioritization, and lead all aspects of win/loss analysis and other predictive analytics.
• Work with Inside Sales team and QA Manager to develop and implement new data requests and/or reports as requested from the department.
• Own and uphold the data integrity of business insights, taking responsibility for assessing the impact of change requests on existing metrics, reports, dashboards, and integrations.
• Participate and support ad hoc initiatives related to revenue growth and business initiatives as needed.
• Work with Inside sales management to establish Standard Operating Procedures and drive continuous improvement.

Technical Support Duties:

• First line of defense in troubleshooting Inside Sales teams’ IT end user issues. Provides on-site and remote support to staff for software and system needs.
  • Oversees and directs the escalation of any platform performance issues impacting the Inside Sales team to the appropriate staff when necessary.
• Assists in the onboarding of all new Inside sales agents from a setup and technical training perspective.
• Ensure that all agreed SLAs /contractual agreements with IT and vendor partners are meeting expectations.
  • Identify bottlenecks and implement improvements to streamline technology utilization and inter-departmental collaboration.
• Participates in troubleshooting tasks involving Salesforce and Genesys Pure Cloud and sales reporting platforms.
• Performs testing for new implementations and upgrades being performed as directed by the IT department and vendor partners.
• Establish and maintain Standard Operating Procedures for this function.
  • Consistent review of and improvement of internal processes and workflows is essential in this role.
• Maintain awareness of best practices through new tools and research to consistently improve delivery of solutions to business stakeholders and identify opportunities for existing functionality to train accordingly.
• Ensures Inside Sales team has the educational tools needed to utilize systems and applications which includes training on current platforms and any future enhancements.
• May be requested to serve as departmental subject matter expert with internal stakeholders and executives.

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Strong collaboration and communication skills are necessary to determine, analyze, and prioritize users’ requirements.
• Experienced leader who has a strong background in business process optimization, applications development, support, and data.
• Needs to be a change agent and have a strong understanding of Service Management.
• Combination of sales operations and IT work experience, with three years’ experience in managing multiple, large reporting and IT projects.
• Team-focused approach, emphasizing the importance of delivering exceptional service and support to enhance team satisfaction.
• Strong critical thinking and problem-solving abilities, enabling you to navigate complex challenges and find innovative solutions.
• Skilled in managing organizational change, adapting to shifting priorities, and leading the sales reporting and IT transitions effectively.

Education and Experience:

• Bachelor’s degree in business administration, management, or other related field with 2 years’ experience in KPI reporting and salesforce dashboards.
• Experience in optimizing sales operations processes for efficiency, accuracy, and alignment with business objectives.
• Proficiency in data analysis and interpretation to inform strategic decisions and continuously improve sales operations processes.
• Solid project management skills.
• Knowledge of Microsoft Office (Word, Excel, and PowerPoint) and platforms such as Salesforce and Genesys preferred.

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