SaaS Mgr. Order Experience
MX-Mexico City
Latin America
Req #: 106012
Type: Employee|Employee|Regular Full-time
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Overview: The Order Experience (OEX) organization is responsible for all aspects of customer care related to the quote-to-order process, including people, process, tools and customer satisfaction. The team is responsible for the accurate entry of purchase order and/or Service Contract information from the sales team or directly from Zebra's customers into Zebra's system. They act as a subject matter expert on all matters related to the product and/or service contract orders, responding to inquiries from management, Zebra's sales teams and the customer. In this role, you will lead the streamlining and optimization of our Software and aaS (as a service) order and invoice processes to allow for accurate and efficient booking, fulfillment and billing to our customers. Responsibilities: * Oversees the work of a moderately sized team of individuals executing order entry / administrative work - often through subordinate supervisors. Often responsible for an entire geographic regions' execution. Selects, trains, coaches and manages the performance and development of the team. * Determines business priorities and strategic objectives for the region. Aligns individual performance goals to support achievement. * Manage the day-to-day optimization of complex non-standard deals and serve as the primary point of contact for sales, legal, product management and finance in these transactions * Drives execution against service level agreements and reports results to management as required. * Acts as primary point of contact for internal and external audits on product and/or service contract order administration. Owns the teams' compliance against internal process / policy as well as external regulations. * May run routine meetings with key customers or internal stakeholders leveraging web-based meeting technologies and using facilitation skills to effectively manage the meeting to successful outcomes. * Leads or participates in process / service improvement through identification of opportunity areas, engagement of the team and leveraging external best practices. Responsible for driving adoption of new / updated technologies, work methods or tools in assigned territory. * Takes proactive action to stay informed about Zebra's business and the customers' needs. Educates the team to provide context and meaning to work. * Acts as escalation point to team in resolving complex issues or addressing difficult customer situations * May participate as a presenter in routine business updates or with the customer representing service contracts team and acting as SME. * Adheres to OEX customer strategy, leads by example and follows our customer principles Qualifications: Minimum Education Bachelor's Degree or equivalent vocational qualification/experience Minimum Work Experience (years) 8-12 years Key Skills and Competencies * Expert knowledge of order entry policies and processes, including treatment of novel / unorthodox issues. * Experience with SW and SaaS quote to cash processes * Strong technology acumen * Solid execution skills and demonstrated track record of accountability * Strong process adherence and ability to enhance or identify gaps in process * Team player with ability to work independently, proactively respond to inquires, and deliver results * Fluent level of English (written and verbal) as well as local language as applicable. * Strong proficiency with Microsoft Office applications * Customer service values / orientation. * Strong leadership skills coupled with a desire and ability for continuous learning / self-development. * Ability to coach/mentor * Role model level professional work behaviors (attendance, teamwork, time management). * Advanced communication, facilitation and presentation skills
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