Job Location: San Francisco, CA
Job Description:
Our software as a service tech client is on a mission to reinvent B2B selling. They know that classic high-pressure B2B sales tactics don’t work anymore. They have built a billion dollar, fast-growing business without any of those tactics, based on high-quality products, free trials and an intense focus on customer satisfaction. Their happy Customers convert to paying Customers, creating a prolific “Flywheel” that has delivered 120,000+ customers to date. They believe that there is an opportunity to more pro-actively engage with their customers through targeted, value-added outbound engagements that will lead to higher conversions and incremental bookings throughout the Customer lifecycle. The Sales Operations Business Process Analyst, is a senior-level individual contributor, with a consistent record of supporting complex, business-impacting projects. Candidates will possess business process, systems administration, and analytical skills that will be instrumental in helping our client’s teams scale globally. On the job you will work closely with the Direct Sales team stakeholders to collect and prioritize enhancement requests, identify improvement opportunities, document business requirements, and support the delivery of our project portfolio in partnership with their IT teams and your business partners. You will have a strong focus supporting all of our quote-to-cash (QTC) business processes and systems, with an emphasis on their deal desk, order management, contracting and fulfillment processes.
Some of your responsibilities:
- Study and document the end to end Quote-to-Cash process from quoting to contracting, provisioning and invoicing for all our clients products including M&A products
- Develop a strong understanding of all our client’s business models and product offerings
- Work with cross-functional teams including Sales, Channel, Revenue Accounting and Legal to review and document peripheral process touch points with Sales Ops processes
- Work with Deal Desk and up/downstream teams to identify and resolve process pain points using process reengineering techniques and through system enhancements
- Identify automation and optimization opportunities across the QTC lifecycle
- Serve as a point of contact and subject matter expert on our client’s business, operations, and revenue policies to address process, policy or system questions & issues
- Represent the Deal Desk team in all enterprise project meetings, and own/drive the enhancement roadmap with our IT teams
- Act as a liaison between Deal Desk/Order management and our IT/technical teams
- Manage defects and enhancements including identification, resolution, and communication to business partners in the Sales organization
- Serve as a point of contact and subject matter expert on Sales systems, processes and policies for external organizations, including presenting the team’s needs in enterprise projects
- Own requirements documentation including BRDs, process flows, DACIs, wireframes or other assets used to collect business needs
- Perform systems administration on sales systems/tools
- Work with business owners and IT to prioritize change requests
- Participate in user acceptance, smoke testing, and implementation activities
- Help define “interim state” business processes for acquired companies, and help manage the change and adoption of these new processes
- Help define clear roles & responsibilities across our different customer facing “deal support” teams and identify opportunities to drive scale through process & skills training, and reallocation of tasks
- Define KPIs and develop reporting to track metrics across processes to measure the health of the business, risk areas and impact of improvement initiatives
Skills and Requirements:
- 4+ years of experience in Sales Operations, Sales Technology, or Customer Support in an “analyst” position (business, process, systems, functional, etc.)
- Experience working in a high-growth, enterprise software company
- Experience with Direct and Channel sales ecosystems
- Hands-on experience with QTC processes and systems including quoting, CPQ, order management, contracts, e-signature and fulfillment processes
- Experience with Ironclad, Stripe, Panda Docs, SpringCM, Docusign and NetSuite a plus
- Familiarity with different software subscription models, and cloud software sales models
- Salesforce expertise (admin certification a plus), and hands-on experience with common Sales and Marketing technologies used in B2B sales environments
- Some tools you may be using and supporting: Salesforce, Gong, Groove, Jira, Jira Service Management, Confluence, diagramming software (we have many)
- An ability dive into details, but also step back and reframe a problem more strategically
- You have a passion for learning – new tools, processes, ways of working, etc. and are open to change and doing things in new ways.
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