SORACOM

Sales Operations Manager

• Maintain and Kaizen Salesforce across US and EUK regions
• Administer and optimize Soracom's Salesforce instance for US and EUK sales teams, managing data quality, custom objects, lead/opportunity workflows, multi-currency pipelines, regional territories, and user provisioning. Ensure data structures support region-specific reporting and compliance requirements.
• Build regional dashboards and consolidated forecast reporting
• Maintain pipeline, forecast, and KPI dashboards in BI tools ( Looker/Superset) that give regional Sales leaders and the Head of Operations a clear, unified view, segmented by US and EUK, with multi-currency normalization and region-specific conversion benchmarks.
• Lead kaizen of the sales process across US & EUK
• Apply a kaizen (continuous improvement) approach to every stage of the sales funnel in both regions. Identify friction points unique to each market, run structured improvement cycles, measure impact, and embed learnings back into process documentation and tooling. Balance global consistency with regional nuance, what works in the US may need adaptation for EUK market dynamics, buyer behaviors, or regulatory context.
• Standardize and adapt workflows across regions
• Map and maintain end-to-end sales process documentation for both US and EUK teams — lead routing, qualification criteria, deal desk, and CS handoff — with region-specific variants where needed.
• Drive async coordination via Slack across time zones
• Use Slack as the operational hub to design workflows and communication rhythms that keep US and EUK teams aligned without requiring constant real-time overlap.

Customer Support

• Customer/Partner Account Support: Manage and assist unassigned customer accounts by addressing inquiries, resolving issues, and ensuring a smooth customer experience. Ensure that partner registrations and referred leads are entered and routed in an expeditious manner.
• Customer/Partner Inquiry Handling: Respond to customer inquiries via email, phone, and chat, ensuring timely and professional resolutions. Where the customer or partner is assigned, engage with the sales or partnership teammate to ensure timely resolution.
• Partner Reporting Management: Support partners with POS reports, commissions reports, and inventory reports, troubleshoot issues, and provide guidance as needed. Communicate with the partner and sales teams to ensure information is going where it needs to for a brilliant experience.
• Invoice & Payment Follow-up: Track, process, and follow up on invoices and payments to ensure timely collection and resolution of outstanding balances.
• Shipping Coordination: Provide accurate shipping information to both partners and customers, ensuring transparency in order fulfillment and compliance with legal agreements.
• Event Logistics: Coordinate logistics for conferences, trade shows, and company-hosted events (e.g., Soracom events), including vendor communication, travel arrangements, and on-site support for the sales and partnership teams.
• You will demonstrate our Leadership Principles, such as Customer-Centric, Proactive, Just Do It, Dive Deep, Emotionally Mature and Deliver Results daily.

Customer Service Specialist

Account Executive

• Own SQLs passed from the BDR team and drive them through the full sales cycle to close.
• Build and execute account plans — identifying upsell, cross-sell, and new pipeline opportunities within your book of business, and designing targeted outreach scenarios in collaboration with the SDR/BDR team.
• Execute full-cycle sales — from initial discovery through to negotiation, closing, and post-close handover.
• Build and maintain strong relationships with key stakeholders, including technical leads and business decision-makers.
• Manage CRM (pipeline, forecasting, account records) accurately and consistently.
• Develop a solid understanding of Soracom's platform to establish technical credibility in customer conversations, articulate value clearly, and connect customer challenges to the right internal resources — escalating to Solutions Architects when deeper technical expertise is needed.
• Collaborate closely with internal teams (Marketing, Legal, Business Development) to drive deals forward and ensure a seamless customer experience.
• Gather customer insights and share feedback with Product and Go-to-Market teams.
• Represent Soracom at industry events, exhibitions, and conferences as needed.