Eckoh
Sales Operations Manager
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Eckoh
Eckoh is a market leader of Customer Engagement Security Solutions, supporting an international client base from our offices in the U.S. and the U.K. Eckoh is owned by Bridgepoint, one of the world's leading private asset growth investors, with over $75 billion of assets under management.
As a PCI DSS Level 1 Service Provider, our products and expanding digital and conversational AI capabilities help enterprises protect sensitive data, improve customer experience, and modernise the way they operate. Our mission is to set the standard for secure interactions between consumers and the world’s leading brands. With a strong heritage in secure payments and an expanding portfolio of cloud native, omni-channel engagement solutions, our vocation is simple: to make every customer interaction secure whether it is handled by a human agent or an AI agent, without ever compromising the customer experience.
Our large portfolio of clients, which includes many of the Fortune 250, come from a broad range of vertical markets including healthcare, retail, hospitality, financial services, and utilities.
The Role
As Eckoh's business continues to grow, the Sales Operations Manager plays a vital role supporting sales leadership and key cross-department stakeholders to better execute on sales performance, reporting, operating structure, evaluating business needs, designing and implementing actionable recommendations, and tracking key success metrics.
This is a business-facing operations role. The Sales Operations Manager owns the process, definitions, and rhythm of the sales organisation: the forecast cadence, the numbers leadership relies on, the quota and territory model, the commission cycle, and the commercial governance around how we discount and book business. System configuration and development sit with our Salesforce administration and BI resource - this role sets the requirements and holds the standard and works closely with those teams to see change implemented.
Key Responsibilities
Definitions, Data, and Reporting Standards
- Maintain Eckoh’s commercial vocabulary of the business: Define what the requirement and distinction between ACV, TCV, and ARR, opportunity stage entry and exit criteria, pipeline coverage ratios, and win rate methodology.
- Act as business owner of the CRM: defining what the system must do, set data standards and stage definitions, and run the data quality programme. Specify changes clearly and partner with Salesforce administration.
- Define reporting and dashboard requirements and interrogate the outputs. Following recommendations that leadership can consider and follow up.
- Provide reporting insight on KPIs, pipelines, activity, demand generation conversion rates, and monthly, quarterly, and annual forecasts across direct sales and partner channels.
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Forecasting, Planning, and Performance
- Own the forecast process — cadence, deal inspection, pipeline reviews, commit and best-case discipline, and the qualification methodology (MEDDPICC or equivalent) that underpins it.
- Play a lead role in planning and budgeting activities to help establish key strategic priorities. Translate into actionable and quantitative plans.
- Build and maintain the territory and account segmentation model, managing the annual carve and in-year adjustments.
- Model sales capacity, quota coverage, and productivity assumptions in partnership with the SVP of Sales and Finance.
Enablement and Effectiveness
- Own seller onboarding and ramp: onboarding programme design, ramp-to-productivity targets, playbooks, and ongoing enablement in partnership with Product Marketing.
- Run a structured win/loss programme and maintain competitive intelligence and battlecards that reflect what is happening in deals.
- Identify where process, tooling, or reporting is slowing the sales team down, build the case for change, and drive it through to implementation.
Funnel, Channel, and Cross-Functional Delivery
- Collaborate with Marketing, to ensure management policy, routing rules, MQL to SQL definitions, follow-up of SLAs, and funnel handoff governance - the mechanics that produce the conversion ratings that we report on.
- Own partner and channel operations: deal registration, co-sell tracking, partner-sourced pipeline attribution, and partner commercial mechanics.
- Lead cross-functional projects to support sales and service process optimisation end to end, including qualitative and quantitative analysis, project management, and change management.
- Coordinate and help drive product launches across a team of cross-functional GTM stakeholders.
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Essential Skills & Experience
- 5+ years in sales operations or revenue operations.
- Experience supporting complex enterprise sales cycles - long, multi-stakeholder, competitive deals rather than transactional or self-serve motions.
- Direct experience of at least three of: forecast process ownership, quota and territory modelling, commission administration, deal approval governance, sales onboarding and enablement.
Technical
- Confident, everyday user of Salesforce: able to build and manage reports and list views, understand the data model well enough to specify change accurately, and hold administrators to account on delivery.
- Advanced Excel, modelling, quota, and territory modelling, cohort, and conversion analysis.
- Confident consumer of BI dashboards able to define what a dashboard needs to show and challenge what it does show.
Capability
- Self-starter with a deep understanding of sales who can identify and prioritise opportunities that matter.
- Strong communicator, able to communicate effectively and concisely at executive leadership level, and to turn data into meaningful insight.
- Consistently demonstrates good judgment, critical thinking, and creative problem solving.
- Highly adaptable and agile in a dynamic, fast-paced environment.
- Comfortable holding the line on data integrity and commercial governance.
Our Culture
Our values sit at the heart of the culture at Eckoh:
- We encourage and support everyone to grow with Eckoh.
- We challenge, listen, and are open-minded to change and suggestions from others.
- As trusted advisors, we use our knowledge to solve challenges and deliver the best for our clients.
- We take personal ownership to strive for excellence in whatever we do.
- We are welcoming, embrace diversity, and respect each other in a spirit of true humanity.
Join Us!
So, if you want to join a team dedicated to delivering a world-class service to enterprise-level clients, you should consider working here at Eckoh.
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