Role Overview
Provide white‑glove risk advisory to high‑value deals and handle special risk requests: proactively assess top deals pre‑signature (Moonshot), triage inbound customer risk requests (Customer Solutions), coordinate legal/credit reviews, and run weekly business reviews
Primary Task/Responsibilities
- Moonshot program: proactively identify and reach out to top 1% deals, gather AE input, assess supportability and TOS/compliance risk, and shepherd deals through required risk review processes
- Customer Solutions: manage intake and triage of special‑risk or expansion requests from AEs; determine feasibility and coordinate next steps
- Manage queue of policy exception cases—route to legal, credit, or other reviewers; follow up to close outstanding actions
- Prepare and run weekly business review: build agenda, surface at‑risk deals, and summarize outstanding actions and metrics
- Maintain and update SOPs, risk/supportability guides, and operational workflows; surface policy gaps and escalate for policy updates
- Act as seller‑facing coordinator: ensure a smooth AE experience through reviews and decisions, provide clear guidance on options and timelines
- Tack case status, SLAs, and resolution outcomes; surface trends and systemic issues to stakeholders
Primary Audience
- AE / Sellers
- Internal GBS Team Members (e.g., Deal Strategy, Legal/Compliance, Credit Risk, Commercial Operations, Product/Supportability SMEs, Program Managers.
Must Have Skills/Tools
- Strong triage and coordination skills, for queue management, stakeholder follow‑ups, and SLA awareness
- Good risk/compliance literacy; ability to interpret terms of service, policy constraints, and basic legal/credit considerations
- Clear written and verbal communication for seller outreach and cross‑functional escalations
- Exceptional judgment in ambiguous situations and ability to recommend defensible next steps
- Comfort with context‑switching across varied risk topics and maintaining current knowledge of changing supportability processes
- Basic reporting skills to track case volumes, SLA, and resolution times
- Case management tooling
Qualifications:
- Bachelor's degree
- 3+ years of experience in a sales operations support role within a tech environment
- Hands-on experience with sales approval processes
- Proficiency in approval tools, especially Smartsheets and Jira
- Salesforce Case experience (including reporting, not just data entry)
- Proven ability to own and deliver both manual and automated processes
- Strong communication, cross-functional collaboration, and interpersonal skills
- Sound business judgment and ownership mindset
- Experience in high-growth tech companies, operating in lean, fast-paced environments
Why Join Us
- Competitive Salary & Benefits – Earn well while enjoying great perks
- Career Growth – Clear paths for promotions and skill development
- Supportive Work Environment – Join a team that values you
- Comprehensive Training – No experience No problem! We've got you covered
- Exciting Opportunities – Be part of a dynamic and growing industry
Ready to take the next step Apply today!
*Terms and conditions apply
