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About the Role

The Customer Operations Manager is responsible for managing and improving the efficiency of the quote-to-order workflow, from CRM, CPQ, order management, to licensing and entitlement tools. This role drives designing and implementing data concepts, application logic, governance, support models, and training curriculum, while analyzing performance and efficiency, and solving highly sensitive or escalated problems in the quote-to-order areas.

Responsibilities

Provide specialist expertise to other team members.
Recommend, implement, and support continuous improvement within the department to enhance employee performance, quality control, productivity, efficiency, and cost reduction.
Allocate and prioritize work/project assignments, track, and follow-up to ensure deadlines or effective performance.
Initiate analysis of data from CRM, CPQ, ERP, order management, service, and licensing systems to recommend improvements.
Propose reporting improvements, identify, and implement tracking metrics.
Improve reporting, data analysis, dashboards, and report automation for CRM, CPQ, service, ERP, and licensing tools.
Take a lead role in managing system changes, enhancements, new functionalities, and projects.
Identify and implement tool and process improvements.
Work with leadership teams to achieve strategic goals.
Collect and analyze requirements, involve stakeholders in change management, design solutions, write business requirement specifications, user stories, workflow diagrams, and project documents, and track/report status of changes.
Develop test scripts, knowledgebase, and trainings, including both prerecorded and live trainings.
Work with external partners, product development, and IT on internal CRM, CPQ, and licensing system development projects as a CRM, CPQ, licensing SME, providing business and technical requirement specifications and database descriptions to migrate legacy CRM, CPQ, and licensing tools into new corporate tools.
Design license control mechanisms with product management and development for new functionalities, versions, and products, and shepherd existing licensing models and concepts active at the current customer base.

Requirements

Excellent communication, interpersonal, and presentation skills.
Excellent customer service skills.
Solid organizational and time management skills.
Strong problem-solving skills.
Excellent analytical skills.
Quick learning of new software to super-user level (office, project, CRM, CPQ, ERP, service, licensing, reporting and analytics).
Exercise own judgment in making decisions on-the-fly when encountering situations outside of defined processes or policies.
Experiences in CRM (Salesforce), CPQ (Salesforce CPQ, Apttus CPQ), ERP, service management (ITSM, ServiceNow), change management, scripting (MS SQL), project management (JIRA, MS Project), reporting (Crystal Reports, MS SSRS, MS Power BI) applications, and in application documentation development, workflow, diagram and training delivery, and video editing software preferred.
Ample knowledge of the quote-to-cash process.
Intermediate to advanced skills in Excel, PowerPoint, Word, Project, and Visio (or similar project and workflow tools).
Ready to travel occasionally, sometimes unsupervised, to satellite offices to gather business requirements, gather data, perform user surveys, or deliver user training.
Ready to occasionally act as project lead for special projects or assignments and lead a team of peers.

Skills

CRM
Salesforce
CPQ
Salesforce CPQ
Apttus CPQ
ERP
Service Management
ITSM
ServiceNow
Change Management
Scripting
MS SQL
Project Management
JIRA
MS Project
Reporting
Crystal Reports
MS SSRS
MS Power BI
Application Documentation Development
Workflow Diagramming
Training Delivery
Video Editing Software
Quote-to-Cash Process
Excel
PowerPoint
Word
Project
Visio

Location

HYBRID

Work Type

HYBRID

Experience Level

5+ years applicable experience and demonstrated success/knowledge
3+ years of specialized/industry experience

Education Level

Bachelor’s degree (or equivalent experience)

Benefits

Comprehensive health and wellness benefits designed to support your overall well-being.
Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
Comprehensive support for international relocations and permanent residency processes.

About the Company

At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain.
We’re Proactive, Proud, Partners.
Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Equal Opportunity

Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.
We are an equal-opportunity employer.