Why SoftwareOne?
SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you'll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global.
The role
Business Excellence is the team that keeps about 140 NORAM sellers selling: revenue operations, customer insight, seller enablement, and the reporting behind all of it. We're hiring a Business Excellence Specialist to be the team's operator. You run the front door, you make sure the work that comes through it lands with the right person and gets done, you keep the team's rhythm moving, and you turn ad-hoc chaos into documented, repeatable operations that anyone on the team can pick up.
This is an owner's seat. Everything enters through the queue, and once it's there it's yours until it's closed or confirmed handed off. Work that reaches you any other way goes into the queue before you touch it, and leadership will back you when you redirect people to it. You get the outcome and the guardrails, not step-by-step instructions.
The work spans the whole team, not one lane of it: revenue operations, customer insight, enablement, reporting. That's the point of the seat. When something operational lands anywhere in Business Excellence, it doesn't get shuffled or redirected. It's already yours.
Role & Responsibilities
The Business Excellence Specialist is responsible for the following:
- The front door. Run the Business Excellence service desk in Jira: every reactive request that reaches the team, from account moves and data pulls to enablement and reporting asks (the team's board runs 75 to 90 tickets a week today). Triage, route each request to the right operator or handle it yourself, and watch the SLAs. See the hotspots and capacity overloads before anyone else does, you step in to clear backlog when a lane is underwater, and report out to leadership on how the desk is running: volume, SLAs, hotspots, capacity, and what's driving the backlog. As the runbooks, SOPs, and AI help mature, the ticket work itself gets shared across the team; the desk stays yours. You're the reason nothing gets lost.
- Account and territory operations. Account moves, ownership changes, customer group assignments, CRM updates, inbound lead routing, and ad-hoc data requests (a contact list from ZoomInfo, an account pull for a seller), alongside the specialist who owns the lane and covering it fully when they're out.
- The rhythm of the business. Leadership defines the operating rhythm and the workback schedule; you run it. It's on the calendar, the inputs arrive on time, stalls get unstuck, and cross-workstream issues get flagged and driven to closure. Forecast submission logistics, quota file distribution, quarter-boundary processing, and the team's weekly and quarterly cadence all run on rails because you built the rails.
- Runbooks. Sit with the person who owns each process and capture it once, in a form a person or an AI assistant can run. An AI assistant writes the first draft from what the SME walks you through, the SME checks it, you publish it to Confluence and keep it true as the process changes. The test: someone competent could run the process from the doc while both of you are on vacation.
- Backup across the team. You're first-line cover for the operational lanes across the team, so nothing depends on exactly one person.
- Decisions and escalation. You decide how the queue is worked: priority, assignment, and closure, without asking. The queue decides, not the requester: leadership sets the triage rules, assignment follows each lead's capacity rules, and you work every request by those rules regardless of who filed it. You execute account and territory changes that have an approved request behind them. Anything that changes a seller's quota or territory, or could change what they're paid, gets a second signature first. Policy questions go up with your recommendation attached. Bring the recommendation, not the question.
What we need to see from you
The ideal candidate brings the following:
- 3+ years in revenue operations, sales operations, program or project management, or a comparable B2B operations role. Reseller or channel familiarity is a plus. Running a rhythm of business or an operating calendar for a leadership team is a plus.
- CRM power user (Microsoft Dynamics preferred), strong Excel, and at home in a work-management tool (we use Jira; Monday, Asana, or similar counts). Power BI literacy is a plus.
- You've worked a request queue or ticketing process before. If you've run one with SLAs and can talk about close rates and cycle times, even better.
- AI-fluent in practice. This team runs on AI assistants (currently Claude) every day. You use them to draft, then verify before it leaves your hands, and you automate the third repetition.
- You like the work most people try to hand off: the queue, the calendar, the checklist, the follow-up. A clean close is satisfying to you.
- A business partner who clears roadblocks. When something stalls, you find out what's in the way and remove it, and the owner hears from you with a fix, not another reminder.
- An owner with a bias for action. You take the problem, not the task. You fill gaps and then tell us. You disagree in the room and commit outside it.
- Ability to travel up to 10%
Who this isn't for. We say this to save you time. If you want a role where nothing lands on your desk without a defined process already behind it, this isn't it. If you'd rather be handed an answer than find one, or wait for permission to fix something obviously broken, you'll be frustrated here. If you're skeptical of AI tools on principle, the way this team works will feel like friction every day.
Success Criteria
- 30 days: queue triaged daily, SLA baseline published, account moves executed within two business days, the team's calendar in your hands.
- 60 days: SLA measurably better than baseline; a weekly desk report (volume, SLAs, hotspots, capacity) that leadership reads; top five request types have runbooks; the weekly cadence runs without a lead chasing it; you've closed at least one gap nobody assigned you.
- 90 days: the calendar and the quarter-boundary mechanics run without leadership touching them; every request you touch has a ticket, and you're reporting the share that came through the front door versus by DM; you can name the three changes that would most cut queue volume, with data, and you've started one.
Organizational Alignment
- Reports to the VP, Business Excellence (NORAM).
- Works across the whole Business Excellence team (revenue operations, customer insight, seller enablement, reporting) and with the sellers and sales leaders the team supports.
- Remote, United States.
What we offer
- Generous pay with bonus structure (quarterly or bi-annual depending on the role)
- Independent environment without a lot of red tape where you are empowered to make decisions
- Substantial benefits package that includes:
- Full suite of medical coverage with A+ carriers, Dental, and Vision with strong employer contributions plus additional voluntary coverage available for Pets, Identity Theft Protection, Accident & Critical Illness
- 401k program with employer matching 50% up to the first 10% of employee's contributions
- Wellness plan that includes credits to premiums and employer contributions towards the savings plan of your choice
- Access to EAP and concierge services plus pre-paid legal at no cost
- Abundant time off that includes paid holidays, floating holidays, your birthday off, a volunteer day, and discretionary time off (DTO)
- Employee stock purchase plan
- Learning and development opportunities galore, tuition reimbursement, and much more!
- Specific to Nashville and Milwaukee-based office employees: company-paid parking
- Winning culture, inclusive environment, and friendly people all over the world
- A remote-friendly organization, with colleagues working remotely either part or full-time
- A team that's actively building the operating system you'll be working in, so your runbooks and automations are the product, not a side project
- A real growth path: this seat is the team's operating partner and the foundation the team's operating system gets built on. The documentation and AI-assisted systems you build here are what every team in the region needs next, and the person who proves it on their own desk gets asked to do it for others. More scope, bigger systems
Target compensation for this role will be $100-115K USD (mix of base salary and bonus). Actual offers may be higher or lower than this range and will be determined based on a variety of factors, including (but not limited to) candidates' qualifications, experience, education, and work location.
The preceding job profile has been designed to indicate the general nature and level of work performed by associates within this role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required. Additional duties may be assigned and may be subject to change at any time due to reasonable accommodation or other reasons.
We are not able to consider candidates residing in the state of Hawaii currently.
Job Function
Sales
Accommodations
SoftwareOne welcomes applicants from all backgrounds and abilities to apply. If you require reasonable adjustments at any point during the recruitment process, email us at reasonable.accommodations@softwareone.com. Please include the role for which you are applying and your country location. Someone from our organization that is not part of the decision-making process will be in touch to discuss your specific needs, and we will make every effort to accommodate you. Any information shared will be stored securely and treated in the strictest of confidence in line with GDPR.
At SoftwareOne, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. Additionally, we encourage experienced individuals that have taken an intentional career break and are now prepared to return to work to explore our SOAR program.