Overview
You handle inbound calls and chats from child care center owners and directors who are interested in Procare's software. You ask qualifying questions, update their info in Salesforce, and route them to the appropriate Account Executive based on territory rules and business size. You also clean up lead data, help marketing understand what's working, and support processes that keep the revenue engine running smoothly.
Role Snapshot
| Aspect | Details |
|---|---|
| Role Type | Revenue Operations Coordinator (inbound response + data ops) |
| Sales Motion | Inbound-heavy (responding to demo requests, inquiries) |
| Deal Complexity | Transactional to Consultative (varies by customer size) |
| Sales Cycle | N/A (you're not closing deals, you're routing them) |
| Deal Size | N/A (supporting AEs who sell various package sizes) |
| Quota (est.) | No revenue quota - measured on response time, routing accuracy, data quality |
Company Context
Stage: Mature/Established (30+ years in business, 436 employees)
Size: 436 employees
Growth: Serving 40,000+ child care centers - stable market with ongoing demand as centers digitize operations
Market Position: Leader in child care management software - competing against several other platforms in a fragmented but growing vertical
GTM Reality
Pipeline Sources:
- 70-80% Inbound - child care directors googling "child care software," attending industry conferences, getting referrals from other centers
- 10-20% Outbound - likely limited outbound motion given the inbound volume
- 10% Partners/Referrals - franchise organizations, industry associations
SDR/AE Structure: You ARE the inbound response layer. AEs handle demos and closing. No traditional SDR team doing cold outbound.
SE Support: Likely AEs do their own demos (software is fairly straightforward - not deeply technical)
Competitive Landscape
Main Competitors: Likely Brightwheel, Sandbox Software, Kangarootime, ChildcareCRM, and others in the child care software space
How They Differentiate: 30+ years in market, serving 40,000+ centers (scale/stability), comprehensive feature set including payment processing and compliance
Common Objections: "We're happy with our current system," price concerns (child care centers run on tight margins), "We don't need all these features"
Win Themes: Established track record, comprehensive solution, strong customer base (social proof), compliance/safety features
What You'll Actually Do
Time Breakdown
Inbound Response (40%) | Data Entry/Enrichment (30%) | Internal Coordination (20%) | Process Support (10%)
Key Activities
- Answer inbound calls and live chat: Child care directors reach out asking about pricing, features, implementation. You ask basic questions (number of kids, locations, current software), answer simple questions, schedule them with an AE for a demo. Goal is fast response time and accurate routing.
- Enrich and route leads in Salesforce: After each interaction, you update contact records - add missing phone numbers, correct addresses, tag business size/type, assign to correct territory rep. You're constantly cleaning up messy data from web forms.
- Qualify basic fit: You're screening out truly bad fits (international inquiries outside coverage area, extremely small home daycares that can't afford the product) before they hit AE calendars. This requires understanding basic product fit criteria.
- Support lead quality reviews with Marketing: Weekly or monthly syncs where you tell Marketing which campaigns are generating good leads vs junk. You're the frontline seeing what prospects actually say when they call in.
The Honest Reality
What's Hard
- You're on the phone/chat a lot - it's repetitive. Many calls are people asking the same basic questions. Some callers are just price shopping and will never buy.
- Data entry is tedious. You'll spend significant time in Salesforce updating fields, fixing typos, hunting down missing information. It's important work but not glamorous.
- You're at the mercy of inbound volume - some days you're slammed with calls and chats stacking up, other days it's slow and you're hunting for data cleanup projects to fill time.
- You're not in control of outcomes - you hand prospects off to AEs, so you don't get to see deals close or build relationships. Can feel disconnected from revenue results.
- Territory routing rules can be complicated - you'll occasionally mis-route someone and catch grief from AEs or have to re-route mid-process.
What Success Looks Like
- Average response time under 2 minutes for chats, under 3 rings for calls
- 95%+ routing accuracy (leads going to correct rep first time)
- Clean Salesforce data - AEs aren't complaining about missing info or wrong details when they call prospects
- Marketing sees improvement in lead quality scores based on your feedback
Who You're Selling To
Primary Inbound Inquirers:
- Child care center directors/owners (single location, 30-150 kids)
- Multi-center operators and franchise owners (managing 2-20+ locations)
- Head Start program administrators
What They Care About:
- Ease of use (staff may not be tech-savvy)
- Parent communication features (daily reports, photos, billing)
- Compliance and safety (attendance tracking, immunization records, licensing reports)
- Payment processing (simplifying tuition collection)
- Price (child care operates on thin margins - they're cost-conscious)
Requirements
- Comfort on the phone - you're talking to strangers all day, need to sound professional and helpful even when it's your 40th call
- Strong attention to detail - data accuracy matters, mis-routing leads or entering wrong info causes problems downstream
- Salesforce experience or ability to learn CRM systems quickly - you'll live in Salesforce all day
- Process-oriented mindset - you're following routing rules, data entry standards, qualification criteria consistently
- Basic sales intuition - knowing which questions to ask to qualify fit and understanding what makes a good lead vs a tire-kicker
- Hybrid role in Denver - need to be in office part of the week for training and team collaboration