Sales Operations Associate Analyst

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Job Category
Operations

Job Details

About Salesforce

We're Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too - driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good - you've come to the right place.

• Establish strong relationships with Sales, Renewals, Customer Support Managers, Collections, Adjustments, Compensation, Rev Rec., Legal, and other internal resources as appropriate.
• Provide Pre-Sales internal support & guidance to a region of Commercial Account Executives (AEs), Renewal Managers and co-primes, ensuring orders are in compliance with Revenue requirements and company policy.
• Respond to 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 contract issues, and provide guidance and assistance during contract negotiations in order to ensure proper revenue recognition.
• 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.
• Apply knowledge, skills and judgment to make moderately 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 issues that are diverse in scope, requiring excellent 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 approved requests have been properly documented in accordance to Sales Operations processes, raised to the appropriate approval level, and resolved within SLA.

• 3+ years' customer order management or sales support experience in the IT industry.
• Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
• Contract structuring and Commission Calculation experience.

• Proven participation in process improvement initiatives and/or project management experience.
• Excellent interpersonal skills; ability to clearly articulate complex concepts, both verbally and in writing; willingness to appropriately debate difficult issues; ability to think quickly in high pressure situations.
• Must have strong research and problem solving abilities.
• 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 and juggle multiple projects and tasks.
• Attention to detail.
• Must maintain a positive approach in stressful situations and while working within a team environment.
• Able to use Microsoft suite of tools effectively.
• Ability to work independently.