Brief Description
- Deliver Frontline Revenue Team Support: Serve as the primary support desk function for revenue growth teams, primarily Sales and various cross-functional stakeholders.
- Manage Tier 1 System Issues: Triage Tier 1 system bugs and enhancement requests efficiently.
- Ensure Business Continuity: Support critical keep-the-lights-on (KTLO) and general administrative processes to maintain operational flow.
- Serve as a Deal Process SME: Assist sellers with scenario-specific guidance, including clarification of system field definitions, pricing formula logic, and adherence to deal processes and policies.
- Navigate Policy and Process: While integrated within the GBS team, this role focuses heavily on interpreting and supporting policy-related questions, differentiating it from typical GBS administrative functions.
Qualifications & Experience
- Relevant Background: Prior experience working within Sales Operations or a Deal Desk/Support Desk function.
- Collaboration: Strong skills in cross-functional collaboration with diverse internal teams.
- Analytical Ability: Proven problem-solving and analytical ability within a high-paced Sales environment.
- Adaptability: Comfort and efficiency in managing repetitive task support workflows.
Skillsets / Hiring requirements
- Technical Proficiency: Skilled in utilizing the Google and Microsoft Suites, along with strong technical skills in SFDC support/administration, basic SQL, and basic Tableau.
- Salesforce Expertise: Deep experience with Salesforce; a background in Salesforce administration or development is highly preferred.
- Industry Experience: Prior experience in Sales operations or a deal desk environment.
- Platform Guidance: Ability to effectively answer complex SFDC field inquiries and provide clear, actionable process guidance.
- Communication Skills: Strong communication skills and the ability to interact professionally and directly with Account Executives (AEs)
Sample tasks include (but are not limited to)
- Serve as a Subject Matter Expert (SME): Act as the definitive, in-depth resource for all opportunity information, leveraging elevated system access.
- Provide Pricing Guidance: Address inquiries regarding pricing-related fields (within Deal Composer) and articulate the underlying formula logic and pricing outputs to Account Executives (AEs).
- Enforce Policy & Escalation: Follow established playbooks for triaging, escalating system-related issues to appropriate channels, and responding to compensation-related policy questions.
- Maintain Data Integrity: Avoid making edits to opportunities unless specific exceptions (e.g., locked fields, AE out-of-office scenarios) apply.
- Manage System Limitations & Handoffs: Reroute cases to the appropriate specialist teams and create SFDC cases when system limitations prevent direct resolution of a request.
