Sales Operations Specialist

Company Summary

Publishing.com empowers individuals from all walks of life to generate meaningful income streams through book publishing. As a leading online education platform, we specialize in guiding our students through the processes of writing, publishing, and selling books and audiobooks on major platforms like Amazon and Audible. We are thrilled to announce that Publishing.com has been recognized as the 19th fastest-growing private company in America for 2023, according to the prestigious Inc. 5000 list. Over the past two years, we've experienced an incredible 30% year-over-year growth and expanded our team by 500%. Recently, we hit a major milestone by helping 60,000+ students through our programs.

Our mission is to become the premier destination for all publishing-related needs. In line with this vision, we are excited to announce the launch of our latest innovation, Publishing.ai, a software designed to revolutionize the publishing industry further. This year marks a significant milestone in our journey toward achieving our goal, as we continue to expand our offerings and support our community of publishers.

About The Role

We’re seeking a dedicated Sales Operations Specialist to support our growing sales team and students in our programs. You’ll ensure smooth operations by assisting sales reps with inquiries regarding payments, refunds, updating CRM data, and contributing to the creation of sales department documentation. You will serve as the liaison between sales reps and the customer support team, assuring that any student requests that sales reps receive are handled in a timely manner. This role offers growth potential, including the opportunity to transition into a sales position if desired.

Responsibilities

• Coordinating support requests from sales reps and students with the customer support team, ensuring a seamless experience. 
• Communicate and support both sales reps and students (if necessary) using phone, SMS, email and Zoom video meetings.
• Manage CRM (HubSpot) data accuracy and perform regular updates, eventually leading small projects.
• Support sales reps by ensuring correct data flow between tools (HubSpot, OnceHub, Gong, etc.).
• Help document processes and create SOPs for the sales team.
• Collaborate on data analysis using tools like Sigma Computing (BI).
• Work with HubSpot and integrations with scheduling platforms like OnceHub and communication tools like Slack and Loom.
• Assist with the technical training and onboarding of new team members.
• Be available for additional hours during special promotions or deadlines.

Requirements

• Experience: 
  • Strong customer service background within a sales organization.
  • Experience working remotely and independently. 
• Technical Skills: 
  • Strong proficiency in scheduling and data platforms such as OnceHub, Zoom, Gong, and Sigma Computing or similar tools.
  • Strong proficiency with CRM systems (HubSpot preferred).
  • Intermediate experience with data analysis and spreadsheet tools.
• Communication: You are able to clearly explain technical processes to non-technical persons using tools such as Slack, Loom, and Zoom.
• Tenacity: You have an engineering mindset and problem-solving skills. You don’t rest until the problem is solved.
• Availability: Our sales team works 7 days a week from 7am-10pm ET. You must be available to work Mon-Fri, 9am to 6pm ET, with flexibility during special promotions and events.

Expectations

• Professionalism: You are expected to look and act professionally at all times. You will thrive in a high-velocity environment and solve problems with speed and accuracy.
• Response Time: You will promptly respond to sales reps within 15 minutes, ensuring all issues are handled efficiently.
• Ownership: You will own the sales rep ticket from start to finish, ensuring resolution with all parties involved.
• Data Accuracy: You will maintain precise CRM (HubSpot) data with regular audits and updates.
• Collaboration: You will work closely with sales, customer support, and other departments to ensure seamless operations and communication.
• Adaptability: You will be flexible with additional hours during promotions or tight deadlines.
• Continuous Improvement: You will identify opportunities for process improvement and proactively contribute to documentation and team efficiency.
• Team Contribution: Attend daily sales team meetings (9am ET, Mon-Fri)

Why Publishing.com?

At Publishing.com, our dedication to our mission and core values isn't just talk; it's reflected in how we treat our team. We believe in nurturing our employees' well-being, supporting their families, and empowering them to contribute to their communities. Here's how we stand out:

• Recently recognized as #19 on the Inc 5000's list of Fastest Growing Private Companies in America for 2023
• We are a completely remote team located worldwide with 100+ employees
• We have great benefits including paid time off (PTO), competitive health, vision, and dental benefits, 401k, and team socials...yes, even remotely
• We care about our culture deeply and live by our company values (1) Service that WOWs, (2) Ultimate Team Player, (3) Great Freakin' Attitude, (4) Billion Dollar Standards
• We encourage learning, growth, and continuous improvement and create meaningful programs to support our employees' professional development
• If you want to join a team on the ground floor, this is your chance: we are expanding beyond being an education company to become the one-stop shop for all your self-publishing needs