Manager, Sales Operations Department: Sales Location: Erlanger, Kentucky Reports To: Director of Customer Success Direct Reports: None FLSA: Exempt Working conditions: No adverse environmental conditions. Typical office environment. Position Summary The Manager of Sales Operations plays a critical role in maximizing the value, adoption, and effectiveness of the company’s CRM platform, with a primary focus on Salesforce. This position is responsible for CRM administration, data governance, reporting, process optimization, and user enablement to ensure the Sales and Marketing teams have accurate information, efficient workflows, and actionable insights. The role partners closely with Sales, Customer Success, Marketing, and Leadership to strengthen Salesforce CRM discipline, improve pipeline visibility, support strategic initiatives, and provide data trends to drive actionable insights. Key Responsibilities CRM Administration & Compliance · Serve as the administrator of Salesforce CRM, ensuring the platform supports sales workflows, pipeline management, customer visibility, and business reporting needs. · Maintain CRM governance, compliance, user permissions, data integrity, required fields, account ownership, opportunity stages, and standardized usage practices. · Develop and maintain Salesforce reporting for weekly, monthly and annual business reviews, leadership meetings, pipeline discussions, and sales performance presentations. Data Management & Reporting · Maintain accurate CRM data, including accounts, contacts, leads, opportunities, activities, pipeline metrics, and customer records; create dashboards and reports that provide leadership with clear visibility into sales activity and performance. · Analyze CRM trends, pipeline movement, forecast accuracy, conversion rates, activity levels, and revenue opportunities to identify risks, gaps, and actionable improvements. Cross-Functional Collaboration and Support · Support and maintain CRM-based lead generation processes, including prospect assignment, qualification tracking, follow-up visibility, and communication workflows. · Own and maintain the sales collateral database, ensuring sales materials, presentations, case studies, process documents, and customer-facing resources are organized, current, easily accessible, and aligned with CRM and sales enablement processes. Performance Management · Monitor KPIs such as lead conversion, opportunity progression, forecast accuracy, average deal size, activity completion, data hygiene, and sales cycle length; recommend improvements based on findings. Technology & Tools · Manage and optimize the sales technology stack with Salesforce CRM as the central system of record, ensuring integrations, analytics tools, and automation platforms support consistent data flow and reporting. · Train and support sales and marketing users on CRM processes, dashboards, reporting standards, and best practices to increase adoption, consistency, and efficiency. Qualifications and Requirements · Bachelor’s degree in business, Supply Chain, Logistics, or related field · 3+ years of experience in sales operations · Proficiency in data analytics tools (Power BI, Excel). · Certified Salesforce Administrator or similar certification or training · Excellent communication and problem-solving skills. · Strong analytical skills Preferred Skills · Experience with lead generation and lead process · Experience in logistics, transportation, or 3PL industry · Ability to thrive in a fast-paced, dynamic environment · Demonstrated ability to gather data from multiple sources to drive results · Demonstrated time management and organizational skills, overall responsiveness The duties and responsibilities listed above are representative of the duties of the position, and do not include all the tasks that the incumbent may be required to perform. The incumbent must be able to perform all of the essential functions of this job, either with or without reasonable accommodation. Review and Approval: Indicates review by incumbent and approval by supervisor. Employee: _______________________________ Date: _____________________ Supervisor: _______________________________ Date: _____________________