Manager, Contract Operations

We're looking for a Manager, Contract Operations to own and resolve complex deal and contract needs across our Global Sales Operations team. In this role, you'll interface and collaborate with a wide range of internal stakeholders across diverse geographies to identify and resolve contract issues, and to keep the deal pursuit process efficient for our Global Sales teams. Reporting to the Senior Director, Sales Operations, you will work directly with our Sales, Customer Success, Professional Services, Legal, Partners, Business Technology, and Finance teams to help meet our global revenue targets.

WHAT YOU’LL DO:

• Oversee day-to-day resolution  of complex contract needs related to global Net New, Upsells, Cross-Sell Bookings, Services, and Renewals; partner cross-functionally to identify and implement solutions.
• Identify roadblocks and points of friction in the end-to-end contract process, including customer renewals, SKU rollups, and partner offerings, and work with the Senior Manager to develop and execute agreed solutions.
• Analyze deal variabilities and resolve issues through research and problem-solving, including recommending workflow changes within your area of ownership.
• Leverage  established frameworks to effectively structure complex deals, including deals involving third-party Partner products, and ensure accurate reporting of Hootsuite vs. third-party revenue.
• Provide guidance to Contract Operations  team members and sales teams on contract process questions, escalating novel or high-risk scenarios to the Senior Director.
• Partner with Product Marketing and Legal on how product offerings are operationalized, staying compliant with business goals and contractual terms.
• Ensure  SFDC data integrity by monitoring account management and hierarchies to help ensure accurate booking and forecasting of revenue.
• Identify and drive process optimization opportunities that enhance sales efficiency through system enhancements, streamlined workflows, and tool implementation. 
• Manage direct reports including hiring selection, coaching, mentoring, development, performance management and all other people-management practices, including DE&I. 

WHAT YOU'LL NEED:

• 8+ years experience in Sales, Sales Operations, Deal Desk, and/or Finance roles, with direct experience of sales order processing, software contracts, software contract renewals, invoicing, and revenue recognition policies relating to SaaS.
• Solid working knowledge of software sales processes from quote-to-cash and experience working within CRM and Financial systems (e.g., Salesforce).
• Customer Focus: Demonstrates a desire to proactively help and serve internal/external customers to meet their needs.
• Open Communication: Clearly conveys thoughts, both written and verbally, listening attentively and asking questions for clarification and understanding.
• Decision Making: Consistently chooses the best course of action (from a number of alternatives) to address business problems and/or opportunities.
• Problem Solving: Uses an organized and logical approach to find solutions to complex problems. Looks beyond the obvious to understand the root cause of problems.
• Creativity and Innovation: Seeks new and better ways of doing things, generates original and imaginative ideas, products, or solutions.
• Enablement: Supports and coaches others to create results while helping develop their capabilities.
• Inclusive Leadership: Builds inclusive, cohesive teams which apply diversity to achieve common goals
• Play to Win: Capably delivers results through others, is good at establishing clear direction, helping others achieve their best work
• Long Range Planning: Identifies key issues and relationships relevant to achieving a long-range goal or vision; Builds an integrated plan for course of action to accomplish this vision
• Enablement: Challenges and supports others to create results but also develop new capabilities. Successfully develops the capacity and capability of team and individuals on the team

WHO YOU ARE:

• Solution seeker: You're focused on tackling new challenges, solving problems, and moving the business forward - and you don't wait to be asked.
• Lifelong learner: You have a growth mindset - you're here to learn, experiment, seek, apply, and provide feedback, share what works with your team, and move on from what doesn't.
• Resilient adapter: In the face of change and challenges, you bring a thoughtful, calm approach, and a focus on finding the new opportunity.
• Intentional collaborator: You build positive working relationships across the business, bringing people together to foster new opportunities and to facilitate the efficient flow of information.
• Critical challenger: You ask difficult questions in order to get to the best end result.
• Active communicator: You listen actively and communicate ideas and information clearly, inclusively, and proactively.
• Integrated thinker: You look beyond your role and responsibilities to understand how your work drives broader organizational goals.
• Accountable owner: You take pride in the work you're responsible for with a mindset of ultimate accountability and reliability for the outcomes.

In all we do, our six guiding principles light the way:Step Up: Show the world what it looks like to live and work by these guiding principles. #StepUp

One Team: Make Hootsuite a place where everyone feels safe, welcome, valued, and empowered to do their best  work without compromising who they are. #OneTeam #FreeToBeMe

Customer Obsessed: Focus relentlessly on helping our customers succeed. #CustomerObsessed

Go Fast, Be Agile: Widen our competitive advantage by committing to speed and simplicity over perfection and complexity. #GoFastBeAgile

Play to Win: Commit to building an incredible, profitable company for our customers, our employees, and our stakeholders. #PlayToWin #NoExcuses

Neighbours & Allies: Give back to our communities and be an ally. #SocialForGood #Allies

Accommodations will be provided as requested by candidates taking part in all aspects of the selection process.