Operations Analyst, Pre-Sales Operations
Job Summary
Job Description
- Bachelor's degree or equivalent experience
- 5+ years program/project management experience
- 5+ years in operations/customer support (professional services)
- 5+ years Salesforce/ERP experience
- SOW creation and customer liaison
- Case management and issue resolution
- Customer-facing experience
- Experience with sensitive materials
- Cross-functional collaboration skills
- Ability to work across cultures/time zones
6 skills required
Job Details
Minimum qualifications:
- Bachelor's degree or equivalent practical experience.
- 5 years of experience in program or project management.
- 5 years of experience in an operations or customer support role with a professional services firm, software or technology-based company.
- 5 years of experience with Salesforce or related Enterprise Resource Planning (ERP) systems.
Preferred qualifications:
- Experience in customer-facing roles with excellent customer service and communication skills.
- Experience with sensitive materials and handling confidential information.
- Experience with working in Salesforce.
- Experience working cross-functionally to achieve desired outcomes.
- Ability to work across cultures and time zones.
- Excellent organizational and planning skills with the ability to multitask, prioritize and execute multiple concurrent activities.
About the job
Part of Google Cloud, Mandiant is a recognized leader in dynamic cyber defense, threat intelligence, and incident response services. Mandiant's cybersecurity expertise has earned the trust of security professionals and company executives around the world. Our unique combination of renowned frontline experience responding to some of the most complex breaches, nation-state grade threat intelligence, machine intelligence, and the industry's best security validation ensures that Mandiant knows more about today's advanced threats than anyone
In this role, you will be part of a global operations team that maintains operational excellence for Mandiant’s consulting practice. Primarily focussed on pre-business activities.
Responsibilities
- Support pre-business activities for the Mandiant Consulting organization, including creating Statement Of Work (SOW) and other agreement documents. Assist with gathering information for customer onboarding requirements, working with business and consultants to resolve pricing/scoping issues, and liaising with customers and partners in discussions.
- Work within a case management system, ensure requests are progressing and regular timely updates are made. Drive end to end resolution, including engaging with other departments as required.
- Create and drive to completion solutions to address non-standard customer situations and document approaches for re-use.
- Assist with governance related activities that help the consulting organization become more efficient.
- Identify process or system improvements. Work with management and other teams to implement and/or document recommended changes.
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About The Company
A problem isn't truly solved until it's solved for all. Googlers build products that help create opportunities for everyone, whether down the street or across the globe. Bring your insight, imagination and a healthy disregard for the impossible. Bring everything that makes you unique. Together, we can build for everyone.
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