Sales Operations Analyst

Responsibilities Include:

Provide Quote-to-Cash support and guidance to Account Executives (AEs) and Renewal Managers to help execute Sales/Renewal transactions.
Establish strong relationships with Sales, Renewals, Customer Support Managers, Collections, Adjustments, Compensation, Rev Rec., Legal, and other internal resources as appropriate.
Answer and advise on process & policy questions and effectively communicate requirements to AEs.
Assist Sales Team in quoting, or creating contracts/orders when required
Partner with internal Pricing, Revenue Recognition, Collections, and Legal teams on deal execution as well as advise on negotiations and any customer satisfaction issues.
Assist AEs in addressing customer satisfaction inquires related to contracts/invoices and product issues, through account research and feedback.
Work with Sales and Collections to assist with deconstruction and resolution of complex billing issues.
Assist with onboarding of new team members
Apply knowledge, skills and judgment to make difficult decisions and resolve issues.
Possess strong level of Salesforce application expertise.
Actively participate in new process development and process improvement projects, as well as other ad hoc projects.
Work independently on assignments and escalations that are diverse in scope, requiring seasoned judgment in resolving issues, making recommendations, and providing guidance.
Challenge legacy policies and procedures that complicate quote, order, invoice, credit, commissions, and revenue processing, and formulate creative solutions or work-around based on that analysis.
Share best practices with and provide cross training for peers, team members and outside business units to enhance the quality and efficiency of support and contribute to the knowledge base.
Perform calculations as required, related to contract replacement comparisons, credits, and restructures.
Ensure all approval requests have been properly documented in accordance to Sales Operations processes, escalated to the appropriate approval level, and resolved within SLA.

Required Skills/Experience:
2+ years customer order management, sales operations, or sales/customer support experience
Contract structuring and Commission Calculation experience

Desired Skills/Experience:

Excellent interpersonal skills; ability to articulate verbally and written, willingness to appropriately debate difficult issues; ability to think quickly
Demonstrated participation in process improvement initiatives and/or project management experience
Ability to excel in a fast growing/fast paced environment delivering accuracy while managing to deadlines where adaptability is imperative
Ability to understand broader business and financial issues, juggle multiple projects and tasks, and to work with deadlines and in a fast paced environment
Extreme attention to detail
Ability to clearly articulate case resolutions and actions required by Account Executives
Able to use Microsoft suite of tools effectively
Salesforce CRM experience a plus
Demonstrated initiative
Ability to analyze problems quickly and seek out solutions to achieve optimum outcomes in case resolution
* Ability to work independently

Accommodations

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