Role Overview
- Providing frontline support to revenue growth teams, primarily sales but also including cross-functional stakeholders, similar to a traditional support desk function.
- Additional support includes Tier 1 system bugs and enhancement triage, and supporting keep-the-lights-on (KTLO) mission-critical processes
Primary Tasks/Responsibilities
- Manage the dedicated Salesforce Cases queue and triage 2,000 cases/quarter (2030/day); ensure timely first-response SLA attainment.
- Field Tier1 sales inquiries via Salesforce and Slack: deal booking, field definitions, formula/price-output explanations, and policy questions (compensation, deal process).
- Troubleshoot and diagnose whether issues are education, configuration, or system defects; escalate or cross-post to engineering / Deal Desk / Policy as required.
- Follow the Rules of Engagement (ROE) / pricing-support playbook to provide consistent and auditable guidance.
- Support KTLO manual processes and occasional admin tasks (with clear limits on direct opportunity edits).
- Maintain stakeholder relationships and communicate status to AEs, SAs, and escalation contacts (e.g., David Tian).
- Capture case details, trends, and recurring issues; recommend process or product improvements to reduce repeat tickets.
Primary Audience
- AE / Sellers
- Internal GBS team members (e.g., Deal Strategists, MonOps, Legal)
Must Have Skills
- 3+ years in Sales Operations / Deal Desk / Sales support or equivalent frontline sales experience
- Strong Salesforce experience (case management, opportunity model, field & object understanding)
- Ability to interpret pricing/formula outputs and explain root causes to non-technical sellers
- Clear, concise written and verbal communication; stakeholder-facing and customer service oriented
- Practical problem solving and operational analysis (commercial/operational/financial context)
- Comfortable executing repetitive KTLO tasks with attention to detail and data hygiene
Must Have Tools
- Salesforce (opportunity model, Cases queue)
- Basic reporting tools (Salesforce reports/dashboards), for case volume and SLA tracking
- Ticketing / case tracking workflow (SFDC Cases or equivalent)
Nice to Haves:
Skills
- Experience with pricing engines / deal composer tools and formula logic
- Reporting/dashboarding skills (to build/maintain SFDC dashboards or lightweight BI)
- Familiarity with global sales processes and territory models
- Customer service/support desk experience or certification
Tools
- Confluence/SharePoint or internal knowledge base tools for playbook maintenance
- Jira or internal engineering ticketing system for escalation tracking
- Any internal pricing tooling (Deal Composer / CPQ / pricing engine) access familiarity
Qualifications:
- Bachelor's Degree
- 3+ years experience in Sales Operations or Deal/Support Desk
- Strong cross-functional collaboration skills
- Problem-solving and analytical ability in a Sales environment
- Comfort with repetitive task support
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
