Senior Manager Sales Operations - CRM (Trella Health)

Recognized as a "Best Place to Work Modern Healthcare" - Join a team where people come first. At Vital Care, we are committed to creating an inclusive, growth-focused environment where every voice matters. Vital Care is the premier pharmacy franchise business with franchises serving a wide range of patients, including those with chronic and acute conditions. Since 1986, our passion has been improving the lives of patients and healthcare professionals through locally-owned franchise locations across the United States. We have over 100 franchised Infusion pharmacies and clinics in 35 states, focusing on the underserved and secondary markets. We know infusion services, and we guide owners along the path of launch, growth, and successful business operations. What we offer: • Comprehensive medical, dental, and vision plans, plus flexible spending, and health savings accounts. • Paid time off, personal days, and company-paid holidays. • Paid Paternal Leave. • Volunteerism Days off. • Income protection programs include company-sponsored basic life insurance and long-term disability insurance, as well as employee-paid voluntary life, accident, critical illness, and short-term disability insurance. • 401(k) matching and tuition reimbursement. • Employee assistance programs include mental health, financial and legal. • Rewards programs offered by our medical carrier. • Professional development and growth opportunities. • Employee Referral Program. Job Summary: The Sales Operations Manager - CRM Focus will serve as the primary subject matter expert and national champion for Vital Care's Trella Health CRM platform, driving full adoption, utilization, and performance insights across the franchise network. This role bridges sales enablement, training, and data operations, ensuring that Account Executives (AEs), Franchise Owners, and Operations Leaders leverage the CRM as a strategic growth tool to increase new patient referrals, improve provider engagement, and enhance data-driven decision-making. Duties/Responsibilities: CRM Adoption, Training, and Enablement: • Lead national rollout and ongoing training for Trella Health CRM, including onboarding sessions, live workshops, and one-on-one coaching for new and existing users. • Develop and manage standardized playbooks, quick-start guides, and video modules to reinforce consistent CRM usage and best practices. • Conduct usage audits and adoption reviews by site, tracking call activity, pipeline documentation, and compliance with Vital Care's Sales Playbook. • Partner with Franchise Owners and Sales Leaders to identify adoption barriers and implement targeted improvement plans. • Serve as the liaison between Trella Health and Vital Care to resolve issues, manage system enhancements, and optimize user experience. Sales Operations & Performance Insights: • Monitor and report on CRM utilization metrics, pipeline health, and call activity across all sites. • Provide actionable insights and dashboards to Sales Acceleration leadership that connect CRM activity to patient referral growth and revenue outcomes. • Support AE accountability by ensuring call scheduling, completion, and documentation meet defined performance standards. • Collaborate with Analytics and IT teams to integrate Trella data with other Vital Care platforms (e.g., VC Analytics, Power BI, CareTend). • Ensure data integrity, security, and adherence to Vital Care's CRM compliance standards. Process Optimization & Best Practices: • Standardize CRM-driven workflows for call planning, referral tracking, and market targeting. • Partner with Franchise Acceleration, Operations, and Payor Relations teams to align CRM insights with therapy growth goals (e.g., IG, Alpha-1, Anti-Inflammatory). • Develop and maintain a CRM communication hub (newsletter, updates, success stories) to highlight wins and reinforce engagement. • Continuously assess user feedback to evolve training content and drive sustained adoption. Required Skills/Abilities: • Proven track record of driving CRM adoption and translating data into actionable insights. • Strong working knowledge of Trella Health, Salesforce, or similar healthcare CRM systems. • Excellent communication and facilitation skills, with experience presenting to both executive and field-level audiences. • Highly organized and detail-oriented with a passion for data accuracy and continuous improvement. Education and Experience: • Bachelor's degree in business, Sales Operations, or related field (Master's preferred). • 5+ years of experience in sales operations, CRM administration, or training, preferably within healthcare, home infusion, or specialty pharmacy. Physical Requirements: • Sitting: Prolonged periods of sitting are typical, often for the majority of the workday. • Keyboarding: Frequent use of a keyboard for typing and data entry. • Reaching: Occasionally reaching for items such as files, documents, or office supplies. • Fine Motor Skills: Precise movements of the fingers and hands for tasks like typing, using a mouse, and handling paperwork. • Visual Acuity: Good vision for reading documents, computer screens, and other detailed work. Be part of an organization that invests in you! We are reviewing applications for this role and will contact qualified candidates for interviews. Vital Care Infusion Services is an equal-opportunity employer and values diversity at our company. We do not discriminate on the basis of color, race, sex, age, religion, national origin, disability, genetic information, gender identity, sexual orientation, veterans' status, or any other basis protected by applicable federal, state, or local law. Vital Care Infusion Services participates in E-Verify. This position is full-time. Apply tot his job