Fast Facts
Trafera is seeking a Google Product and Services Manager to enhance customer engagement by implementing and optimizing Google Workspace tools. This role involves managing the order lifecycle, providing technical support, and offering training to clients.
Responsibilities: Key responsibilities include managing the Google Workspace order lifecycle, providing pre-sales support, training end users, optimizing license procurement, and developing customer relationships.
Skills: Candidates should possess strong technical aptitude in Google products, excellent communication and collaboration skills, and a proven ability to manage customer relationships and processes effectively.
Qualifications: Preferred qualifications include a Bachelor's degree in a related field, 4+ years in customer-facing Google product support, and familiarity with CRM systems like HubSpot.
Location: This position is based in Arden Hills, MN, with potential nationwide travel required.
Compensation: $80000 - $95000 / Annually
Trafera is an industry leader in delivering innovative IT products and integrated solutions for K-12, higher education, and state and local governments. Headquartered in Arden Hills, MN, and supported by strategically positioned service centers in the Twin Cities, Louisiana, North Carolina, Oklahoma, and West Virginia, we are uniquely equipped to meet the diverse needs of our customers.
Supported by Rotunda Capital Partners and our strategic investments, we are expanding into new markets. Our recognition on The Channel Company’s CRN Solution Provider 500 List, where we rank among the top 100 providers, demonstrates our excellence as a strategic service provider and our ability to deliver high-impact IT solutions.
We are committed to creating a welcoming and inclusive workplace that respects and values diverse perspectives and talents. Our shared values of embracing growth and continuous improvement, making connections, being dependable, maintaining integrity by doing the right thing, and taking action drive our culture and serve as a guide for how we treat one another and accomplish our work.
The Google Solutions and Services Senior Manager is responsible for supporting the pre and post-sales process and enhancing customer engagement by implementing, managing, and optimizing Google Workspace tools for Trafera customers including recommending and implementing technical solutions, providing technical guidance and training to customers or other end users, and serving as a subject matter expert with internal teams in support of the sales process.
Competencies:
Nimble Learning, Collaboration, Customer Focus, Instills Trust, Action Oriented, Courage, Persuasion, Decision Quality, Manages Conflict, Optimizes Work Processes
Essential Responsibilities:
The following essential functions represent the primary work performed; however, other responsibilities could be expected that are not detailed here but fall within the scope of this role.
Internal Sales Process Support:
- Serve as primary point of contact for the end-to-end Google Workspace order lifecycle including deal registration, new order processing, license renewals, internal collaboration and support
- Manage leads and lead distribution processes, maintain CRM data and applicable templates for ChromeOS, and provide CRM issue resolution support; analyze sales reports for opportunities and insights for future sales growth
- Support key relationships with internal teams, customers, vendors, and distributors to efficiently resolve issues, perform required reporting and optimize service delivery, escalating concerns when necessary
- Identify and implement process improvements and automation updates, keeping Standard Operating Procedures (SOPs) accurate and relevant for employee resources
- Provide training to end users on Google products and solutions
- Client relationship development, strengthening portfolio offerings and positioning Trafera as a go-to partner through feedback channels and service improvements
- Pre-sales service support, including demos of solutions
Migration and implementation:
- Assist with projects that seamlessly transition customers from legacy systems (like Microsoft 365) to Google Workspace.
Management and optimization:
- Manage licenses to optimize procurement and costs.
- Automate processes like user provisioning and deprovisioning.
- Conduct security health checks and provide recommendations for ongoing improvement.
Training and support:
- Develop and deliver customized training programs for users.
- Provide ongoing technical support and guidance.
Customization and integration:
- Help customers leverage specific tools like Google Sheets, Drive, and Calendar to their full potential.
- Integrate Google Workspace with other business applications to create seamless workflows.
Minimum Skills, Abilities, and Position Requirements:
- Bachelor’s degree in CIS, MIS, business management; or the equivalent amount of training and hands-on experience sufficient to perform the essential functions of the position
- 4+ years of experience in customer-facing Google product support role
- Strong technical aptitude and ability to learn new products and technologies quickly and train others
- Strong business acumen and ability to contribute toward technology growth strategies
- Demonstrated analytical and problem-solving skills
- Strong written and verbal communication skills with the ability to effectively present ideas and deliverables to internal and external stakeholders
- Creative, and results oriented mindset with the ability to collaborate with others to identify and solve issues, make proactive recommendations, and lead through influence
- Self-directed work style, able to work autonomously, prioritize and deliver results
- Ability to travel nationwide as necessary
Technology and Systems Experience Requirements:
- Google Workspace for Education and Google ChromeOS, and Saas (Software as a Service) platforms
- Strong working knowledge of Microsoft Office Suite; including intermediate skills with Excel
- Familiarity with Customer Relationship Management (CRM) systems, HubSpot preferred
