Commercial Operations Leader

An extraordinarily talented group of individuals work together every day to drive TNS' success, from both professional and personal perspectives.  Come join the excellence!

Role Overview

At TNS, we deliver mission-critical connectivity and data solutions across payments, communications, and financial markets. As our Commercial Operations Leader for the Communications Market, you will drive process efficiency across all products from customer acquisition and onboarding through customer satisfaction and contract renewal.  To accomplish this, you will evolve business processes by removing roadblocks, driving efficiencies, and introducing automation.  You will also champion client satisfaction and retention across our telecom services portfolio. You will lead a dynamic team, focused on service delivery management and customer satisfaction, reducing time and friction from “quote to cash”, and ultimately realizing maximum long-term value of our customer base.  This position is critical to enabling the COM business to achieve its desired growth and profitability.

Key Responsibilities

• Business Process Management and Development
  • Review, document and prioritize changes to business processes enabling more efficient Quote to Cash processing, new customer implementation and onboarding, customer renewal and retention, collections and other associated business processes.   
  • Create, implement and manage a roadmap of planned business process changes coordinated across the COM business and other key internal stakeholders, ensuring effective processes are in place to support existing products, and continually evolving to meet new business demands.
  • Establish cross-functional relationships, trust, and partnership with Product, Development, Operations, Finance, Legal and Sales leadership to align best practices and adoption of global standards as appropriate.  
• Quote to Cash Management
  • Manage the end to end Quote to Cash Process to ensure timely and accurate contract completion, customer vetting, service implementation, and order processing and preparation for invoicing and payment across our products
  • Manage a team that is coordinating with both the customer, vendors, and internal TNS resources during service implementations, project managing delivery timelines and deliverables, and ensuring that every service is deployed accurately and efficiently from order to cash.
  • Create metrics and provide periodic reports on timeliness and effectiveness of these processes
  • Define a revenue assurance process to ensure revenues and invoicing are accurate and align with expected rates and volumes
• Customer Success and Service Delivery Management
  • Oversee existing customer service and delivery management teams; ensuring continued strong customer support and delivery, and identifying further areas of improvement
  • Develop and manage customer success processes and proactively engage customers both during and post-implementation to ensure product understanding and adoption, leading to higher retention
  • Act as a trusted advisor to clients while effectively managing their post-sales experience through strong relationships and project management skills.
  • Measure and manage customer satisfaction and retention of current customers to ensure consistent future revenue.  Participate in or directly manage customer QBR’s and other engagements.
  • Manage the contract renewal process in close coordination with the Product and Sales teams
  • Work with the Sales and Product teams to create expansion, cross-sell and up-sell opportunities
  • Create metrics and provide periodic reports on customer support and issue resolution, utilization of our solutions, customer retention, and other customer insights
  • Conduct product level training and coordinate technical support when required.
• Team Leadership
  • Oversee a dynamic, customer focused team of 10-25 individuals across customer success, customer implementations, and contract renewal management.  Identify opportunities to continually upgrade the capability of the team and expand its impact.
  • Foster a culture of accountability,  service excellence, and continual transformation.
  • Establish repeatable team processes, playbooks, and best practices to ensure consistent execution.

Required Skills & Qualifications

• Bachelor’s degree in business or a related field; Master’s degree preferred.

• Minimum of 15 years of experience in operations, finance, customer service, client engagement or customer success within the telecommunications or related technology sectors.

• Excellent communication and interpersonal skills.  Strong collaboration skills including experience working across Sales, Product, Finance, and Operations teams.

• Proven ability to lead and evolve teams.

• Demonstrated problem solving acumen including identification of improvement areas and application of technology to increase effectiveness.  Familiarity with business and CRM systems such as Salesforce is strongly preferred.

• For this role in the US, we anticipate paying $200,000k - $240,000K. This role is eligible for variable pay, issued as a monetary bonus or in another form. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate’s knowledge, skills, abilities, and geographic location. TNS offers a competitive benefit package including medical and dental coverage, life insurance, paid holidays and vacations, and a 401K plan with company match.

• Regular travel will be required; East Coast of United State

If you are passionate about technology, love personal growth and opportunity, come see what TNS is all about!

TNS is an equal opportunity employer. TNS evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability/handicap status or any other legally protected characteristic.