Manager GoToMarket Functional Team

The Go-To-Market Functional Lead team is responsible for optimizing and supporting our sales processes and infrastructure, ensuring seamless operations and maximizing the productivity of our sales organization. This role will be instrumental in defining the team's strategic roadmap, aligning its activities with broader business objectives, and driving continuous improvement in our GTM systems and processes.

As a Manager of this team, you will provide leadership, coaching, and mentorship to a group of Functional Leads, fostering a high-performance culture focused on collaboration, innovation, and continuous learning. You will conduct performance reviews, identify development opportunities, and create individual growth plans to maximize team member potential.

You will oversee the team's workload, ensuring appropriate resource allocation and prioritization of tasks to meet critical deadlines. You will assist in managing our support Service providers to drive support excellence for ticket MTTR and SLA for L1 and L2 support with GTM - Sustain.

• Provide leadership, coaching, and mentorship to a team of Functional Leads, fostering a high-performance culture focused on collaboration, innovation, and continuous learning
• Conduct performance reviews, identify development opportunities, and create individual growth plans to maximize team member potential
• Develop and implement team strategies and objectives aligned with overall Go-To-Market goals
• Oversee the team's workload, ensuring appropriate resource allocation and prioritization of tasks to meet critical deadlines
• Assist in managing our support Service providers to drive support excellence for ticket MTTR and SLA for L1 and L2 support with GTM - Sustain.
• Be involved in Strategic Initiatives to drive support and system excellence across the Go-To-Market portfolio.
• Assist in metrics and reporting for our L1, L2, and Problem management backlog.
• Drive automation, AI-based ticket deflection, and maintain AI reference materials.
• Lead data quality initiatives across the Go-To-Market ecosystem.
• Own and manage the Problem ticket backlog, driving cross-functional resolution.
• Act as an escalation point in US time-zone for high urgency incidents within GTM Support and to resolve priority business issues.
• Lead stakeholder review meetings to share trends, fixes, and updates.
• Improve L1/L2 support by reducing production issues, identifying trends, and accelerating resolution times.
• Project-manage recurring production issues to resolution through problem-to-solution workflows.
• Partner with Product Owners, Analysts, Engineering, Change Management, and IT on system enhancements and updates.
• Analyze incident trends, address root causes, and contribute to internal knowledge bases.
• Participate in special projects and other assigned duties.
• Collaborate across departments to achieve organizational goals.