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Operations
Job Details
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An exciting opportunity to be a part of Salesforce Finance and the Revenue Operations Team. The Contract Specialist role is a skilled, experienced, and independent role focused on providing outstanding Quote-to-Cash support and guidance to Account Teams within our Commercial and Enterprise customer market segments. This guidance includes but is not limited to deal structure questions, quote support, contract support, deal calculations, service delivery support, and ensuring quotes are in compliance to revenue & company policy. The role requires a strong understanding of SaaS industries practices, Salesforce products, and company policies and procedures. It also requires the ability to work across a diverse scope of assignments both independently and within teams, think creatively to find solutions, and communicate clearly on complex scenarios.
Responsibilities Include:
- Respond to process & policy questions and effectively communicate requirements to AEs.
- Assist Sales Team in quoting
- Assist AEs in addressing customer satisfaction inquires related to contracts, invoices and product issues, through account research and feedback.
- Perform calculations as required, related to contract value, contract replacement, order replacement, utilization true up and overage scenarios
- Ability to analyze information, identify key factors, and assess potential impacts related to exception approvals.
- Responsible for managing queue based cases within Omnichannel and redirecting cases to appropriate teams as necessary.
- Partner with internal Pricing, Revenue Recognition and Legal teams on contract issues, and provide guidance and assistance during contract negotiations in order to ensure proper revenue recognition and operational feasibility.
- Share best practices with team members to enhance the quality and efficiency of business processes and maintain the knowledge base.
- Training of new team members.
- Actively participate in User Acceptance Testing, as well as other ad hoc projects.
- Ensure compliance with all company policies as well as SOX (Sarbanes Oxley) compliance.
- Models professionalism and demonstrates a set of behaviors and characteristics that reflect a high standard of work ethic, integrity, respect, and accountability.
- 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
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Accommodations
If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.
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