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.
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
- 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
- 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 battle cards that reflect what is happening in deals
- Identify where process, tooling or reporting is…
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