Services Sales Desk Manager

Infor is a $3B enterprise software provider and strategic technology partner for more than 90,000 organizations worldwide. Infor is owned by Golden Gate Capital and Koch Equity Development. Our software is purpose-built for specific industries, providing complete suites designed for progress – for individuals, businesses, and across networks. We believe in the beauty of work, the importance of relationships, and the collective power of ideas to drive significant positive change.

Designed for Progress incorporates two powerful concepts:

• Design, which represents Infor’s commitment to designing with purpose and intent so our work reflects the changing behaviors and expectations of our users and how they view the world. Our goal is to empower both individual employees and organizations by putting users first, building beauty into everything we do, and redefining expectations for the way software looks, feels, and functions.
• Progress, which Infor defines as partnering with customers to drive significant positive change. We are proud of the role we play in helping organizations move forward with their own visions of progress, whether that means small steps that make every day a little easier or giant leaps that impact mankind.

From our deep investments in the future to our commitment to making customers successful every day, everything about Infor is designed for progress. Our Values Set Us Apart.

As manager and leader of the Sales Desk team in Wroclaw, you will run a team of 20+ administrators that support the EMEA Services Delivery and Sales Teams in documenting and processing services work orders (services contracts). The Services Sales Desk Team is responsible for all change orders to existing contracts as well as smaller and less complex new work orders. You will be leading a fast growing tightly-knit team based in Wroclaw - Poland, working with the pan-European Services Sales, Services Delivery, Legal and Operations teams.

This is a new position being created due to the rapid expansion in scale and responsibility of the Services Sales Desk Team as part of a wider services sales’ transformation to improve our turn-around times and give the Sales Team greater capacity for large engagement pursuits. The Team supports the EMEA Services Sales Team with Deal, Process and Contract management to enable a faster Sales Cycle. The team is a custodian of our internal Sales Tools and is responsible to ensure the timely and high-quality delivery of the contracts to both internal and external customers.

The position reports to the VP Finance for International License and Services.

• Manage together with two Team Leads a team of 20+ administrators to deliver timely and high-quality Sales Desk Services to the EMEA Services Sales and Services Delivery organizations – putting in a team structure appropriate for a team of this size but able to match with the wider services organization
• Ensure that team is fully enabled and equipped to perform tasks – the Sales Desk Team need to be experts in understanding our systems and process flows
• Create and foster a strong team dynamic, motivating team members to succeed
• Foster and recognise talent; set and measure performance using clear objectives; use of positive reinforcement
• Identify and implement process improvements – driving a culture on continuous process improvement
• Develop and implement appropriate KPIs for a Sales Desk function
• Build strong Infor Culture based on core values: a sense of urgency; a passion for customer success; a thirst for innovation; focus on results; sense of community
• Assist in rollout of sales initiatives, processes and policies
• Train new hires, ensuring onboarding checklists are completed and provide mentoring support
• Assist the Services Team to navigate around order processing issues/contract issues with Deal Desk, Global Approvals, Revenue Recognition & Legal

SYSTEMS AND PROCESS:

• Team must be experts in Infor CRM, Infor CLM, Bid Pack and approval processes
• Delivery and Sales teams’ primary contact for process or systems questions around services order processing
• Development and review of KPIs highlighting areas requiring attention

Key Competencies:

• Accurate, with good attention to detail. Able to spot and rectify errors
• Strong leader with desire to motivate and create a strong team dynamic
• Able to take initiative/responsibility to support the team in their common goals
• Excellent communication, organizational and planning skills
• Strong teaming skills and demonstration of proactive leadership
• Good Customer Service attitude
• Good written and spoken English skills any other language seen as plus
• The flexibility and willingness to undertake a range of administrative functions competently, interacting with other team members
• Reasonable level of numeracy
• Comply with all company processes and tools used to record and track opportunities and orders and report progress

Desirable Experience

• Ideally five or more years’ experience in a similar organizational function
• Able to demonstrate experience of working in a team environment
• Previous experience working in a Sales environment in a US multinational company
• Strong Microsoft Office skills (Power Point, Word, and Excel)
• Use of BI Analytics tools

• A sense of urgency - Conduct your work with intensity and speed. Huddle fast. Make fact-based decisions. Use good judgment. Keeping the initiatives moving. Repeat.
• A passion for customer success – Be responsive. Follow through on promises. Reject mediocrity. Be obsessive about doing better. Be accessible and communicate proactively. Be selfless. Work as One Infor.
• A thirst for innovation – Be curious. Be a change agent. Some ideas will prove out, and other will not. Fail fast. Iterate. Stay ahead of technology.
• A focus on results - Never ignore results and facts. Learn and adjust. Focus on quality in all that you do. Do more of what works; less of what is not working. Invest your time in value creation. Act like an owner with an adaptive, entrepreneurial spirit.
• A sense of community - Show compassion and caring for others. Be socially responsible. Be inclusive.