Goodwork is recruiting for a Canadian-based telematics software, hardware, and consultancy firm specializing in fleet management and field service solutions.
What makes this opportunity interesting?
- 🇨🇦 Canadian organization leading the telematics industry
- 📡 Work with cutting-edge fleet management technology
- 🚀 Join a rapidly scaling company with global impact
About the Company
We provide advanced fleet management software, hardware, and consulting solutions that drive efficiency and profitability for fleet and field service companies worldwide. Our comprehensive approach combines GPS tracking, sensors, and cameras with scalable IoT SaaS software platforms, custom software development, and marketplace integrations.
Our mission is to truly understand our customers' business needs and implement solutions that address pain points effectively, making fleets safer, more efficient, and more profitable. We serve a broad spectrum of fleet operations globally, from large enterprises like PepsiCo and Emirates Airlines to government entities and various businesses across waste management, transportation, emergency services, and more.
Established in 2010, we've experienced remarkable growth, now serving over 3,000 customers with our solutions operational in over 3 million vehicles globally.
We're a hybrid work environment with headquarters in Toronto, branches in Dubai, New York, and Mexico, and a remote team scattered across the world. We pride ourselves on long employee retention rates and a strong sense of unity despite geographical distances.
Our culture prioritizes customer satisfaction and drives sales with a clear focus on results and impact. We’re fostering an environment of continuous self-improvement, honing our skills through regular team evaluations and constructive feedback. We encourage open communication with our Executive Leadership team, ensuring every team member's contributions are acknowledged and appreciated, and fostering a transparent work environment.
About the Role
We're looking for a remote Sales & Service Desk Operations Manager to drive our revenue operations and Service Desk performance. In this crucial role, you'll optimize processes across our four main revenue streams: direct sales, channel partners, RFP processes, and cross-selling within existing accounts. You'll lead our data-driven decision-making efforts, overseeing reporting, metrics, processes, and compensation plans for all sales personnel, while also improving our Service Desk operations.
Your responsibilities will span from reviewing sales call recordings and creating scorecards for cold calls and demos to evaluating Service Desk ticket handling and customer interactions. You'll work closely with Sales Team Leads to develop training programs, create sales strategies, and implement performance incentives. Additionally, you'll manage and analyze sales forecasting, pipeline, and overall sales funnel across all revenue streams.
While this isn't a data science, client-facing, or people management role, your behind-the-scenes work will be vital to our company's growth and operational efficiency. You'll leverage your analytical skills and strategic thinking to identify patterns, drive improvements, and ensure peak performance across our Sales and Service Desk teams. Your ability to translate data into actionable insights and implement effective processes will directly impact our bottom line, making this an ideal role for a data-driven problem solver who thrives on creating systems for continuous improvement.
OUR IDEAL CANDIDATE brings an 3-6+ years of experience in roles such as Sales Operations Manager or Revenue Operations Analyst, preferably with exposure to the telematics industry. You're an expert with Zoho CRM (or similar systems) and have a deep understanding of sales metrics, coupled with strong analytical skills that allow you to translate data into actionable insights. Your strategic thinking enables you to optimize processes and drive growth, while your ability to juggle multiple priorities means you're not intimidated by complex systems. As an active listener open to feedback, you can work effectively with various teams and influence stakeholders at all levels. You're passionate about leveraging data for decision-making, building self-improving processes, and developing our sales team and processes. Your detail-oriented approach and ability to execute plans will be crucial in this multifaceted role that touches many areas of our business.
Your performance will be measured by the number of demos and calls reviewed and scored, timeliness and accuracy of reports and dashboards, CRM hygiene compliance rates, team awareness of processes and training effectiveness, and the impact of competitions and incentives on performance and behaviors.
You'll collaborate closely with all members of the Sales and Service Desk teams. This position reports directly to the COO.
You’ll be doing things like:
Revenue Operations and Analytics:
- Plan, create, and implement sales reporting, trends, analytics, and dashboards (daily to annually)
- Manage sales forecasting, pipeline, and overall sales funnel across all revenue streams
- Analyze data to identify patterns and drive improvements
- Understand factors impacting sales performance through data analysis
- Run and manage sales commission reports, including clawbacks and adjustments
CRM and Process Management:
- Manage, monitor, and enforce CRM processes and hygiene across all Sales teams
- Own change management for sales and Service Desk systems (Zoho CRM, Analytics, Desk)
- Explore and implement new tools (e.g., AI tools) to increase efficiency
- Identify and address gaps in CRM data capture
Sales Team Support:
- Partner with Sales Team Leads on training programs and new employee onboarding
- Create, execute, and measure sales projects, campaigns, and strategies
- Manage sales compensation plans, SPIFFs, and competitions
- Help formalize and develop Sales Team structure and processes
Quality Assurance:
- Establish scorecards and processes for reviewing sales calls, meetings, and demos
- Conduct regular spot checks and provide feedback through team managers
- Create and manage scorecards for Service Desk ticket handling
- Implement quality checks on Service Desk issues
Cross-functional Collaboration:
- Work with channel partners to optimize reseller performance
- Coordinate with the Service Desk team on quality improvement initiatives
- Partner with team leads to create effective cross-departmental incentives and competitions
Data-Driven Decision Making:
- Provide clear visibility on sales and performance metrics
- Leverage data to provide insights for strategic decisions
- Conduct root cause investigations on data anomalies or trends
- Suggest and implement new data points for improved analysis
Continuous Improvement:
- Identify areas for process improvement across Sales, partnerships, and Service Desk
- Implement and manage self-improving processes
- Stay updated on industry trends and best practices in sales operations and analytics
AI and Technology Integration:
- Utilize AI tools like ChatGPT for data analysis and trend identification
- Explore and implement AI-powered solutions for call monitoring and performance evaluation
Skills & Qualifications
- 3-6+ years of experience in Sales Operations, Revenue Operations, CRM Management, or similar roles
- Expert proficiency with Zoho CRM and Zoho Analytics, or comparable CRM experience (e.g., Salesforce, Odoo, NetSuite, HubSpot)
- Strong understanding of sales metrics and revenue operations
- Proven track record of improving sales processes using data-driven insights
- Excellent analytical skills with the ability to translate data into actionable recommendations
- Experience in setting up and optimizing CRM systems and sales processes
- Proficiency in data analysis and visualization tools
- Strong project management skills with the ability to manage multiple priorities
- Excellent communication and interpersonal skills, with the ability to influence stakeholders
- Tech-savvy and self-starter mentality
- Ability to analyze data to understand factors impacting sales performance and conversion rates
- Experience in conducting root cause investigations and identifying gaps in CRM data capture
- Skilled in training team members on processes and assisting team leads with onboarding
- Active listening skills, openness to feedback, and tact in delivering constructive criticism
Bonus if you also have:
- Certifications with Zoho tools
- Previous experience with telematics or fleet management
- Deeper experience in revenue operations, sales coaching, business intelligence, and people management
- Proven ability in defining sales processes and teams
- Advanced knowledge of spreadsheets, pivot tables, and AI for analysis
- Familiarity with our tools: Zoho CRM, Zoho Analytics, Zoho Desk, Zoho Office Suite, ChatGP
Working Hours: Fixed between 8AM-5PM EDT (Toronto time), inclusive of a 1-hour break.
Full-time vs Part-time: Full-time (40 hours/week, plus an additional 5 hours of break time allocated throughout the week)
Level: Senior (6+ years of relevant experience).
Compensation: ~🇨🇦CAD$1,996-3,264 (🇵🇰 406-664K PKR), depending on experience
Benefits of working with us:
- 🚀 Work directly with a forward-thinking international company
- 🏡 Work from the comfort of your home
- 🏆 Incredibly talented teammates
- 🧘🏾♀️ Work-life balance: 9 hours a day, 5 days a week
- 💰 Above-market compensation
- 💻 Remote-first company culture
- 🧠 Lots of learning & growth opportunities
- 🌴 Paid vacations and US public holidays
- 🩺 Medical benefits reimbursement
- 💻 Hardware credit allowance
- 🇨🇦 Compensation anchored to the Canadian dollar
