Service Sales Operations Analyst

Job Summary

• This role is responsible for facilitating communication of renewal opportunities, metrics, targets and forecasting throughout the renewal sales cycle to critical stakeholders. This role is responsible for identifying and correcting entitlement accuracies to ensure customer support is completed in a timely manner. This role focuses on system flows and internal processes to determine if they need improvements or enhancements to meet the needs of services. Works closely with IT and other organizations for testing of system enhancements and determining needs are met. Maintains critical PowerBI reporting dashboards that are critical to sales.

Responsibilities

• Manage renewal sales pipeline reporting to communicate upcoming opportunities, calculate key performance metrics, and communicate to critical stakeholders throughout the sales cycle

• Update processes as needed to account for system, product or booking changes

• Assists in the development of sales forecasts and projections based on historical data

• Identifies areas for process improvement within the service sales support function and works with the team to implement changes

• Provides support to the sales team by addressing inquiries, resolving issues, and providing upcoming opportunities

• Monitors customer feedback and satisfaction levels, and takes action to address any issues or concerns

• Works to automate processes where applicable

• Maintains critical PowerBI dashboards that provide reporting for sales, partners and other teams

Education & Experience Recommended

• Four-year Degree in Sales, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence.

• Typically has 0-2 years of work experience, preferably in customer support, sales operations, sales support, people management, or a related field.

Preferred Certifications

• Certified Sales Operations Professional (CSOP)

Knowledge & Skills

• Administrative Support

• Customer Relationship Management

• Finance

• Inside Sales

• Product Knowledge

• Project Coordination

• Proofreading

• Sales Process

• Sales Support

• Salesforce

• SAP Applications

• Advanced Excel knowledge

• PowerBI

Cross-Org Skills

• Effective Communication

• Results Orientation

• Learning Agility

• Digital Fluency

• Customer Centricity

Impact & Scope

• Impacts own work and acts as a team member by providing information, analysis, and recommendations in support of team efforts.

Complexity

• Learns to apply basic theories and concepts to work tasks.

Disclaimer

• This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management.