Brief Description
- Provide Frontline Program Support: Deliver comprehensive support for key commercial constructs and revenue commitment programs within Global Deal Management.
- Process Development & Adherence: Assist in the development, implementation, and leveraging of newly defined processes and Standard Operating Procedures (SOPs) to address inbound inquiries efficiently.
- Manage Critical Operations: Oversee manual, mission-critical (keep-the-lights-on or KTLO) processes to ensure operational continuity.
- Administer Contract Drafting: Provide manual contract drafting support for the Deal Strategy team, focusing on medium-complexity agreements.
- MFC Program Expertise & Leadership: Act as the Subject Matter Expert (SME) for the Minimum Fee Commitment (MFC) programwhich involves clients committing to annual minimum spendsand serve as the team lead for base-level analysts.
Qualifications & Experience
- Education: Bachelor's Degree required.
- Industry Experience: Minimum of 3 years in a deal support role, ideally within a technology environment.
- Process Ownership: Proven track record in successfully owning and delivering improvements to both manual and automated processes.
- Stakeholder Management: Excellent communication, negotiation, and interpersonal skills; demonstrated ability to partner with key stakeholders across sales, product, and engineering to improve internal processes.
- Autonomy & Judgment: Strong business judgment, analytical skills, and the ability to work independently with limited direction and minimal oversight.
- Agility & Influence: Experience thriving in high-growth, fast-paced environments, with a demonstrated ability to lead data-driven analyses and influence business outcomes.
Skillsets / Hiring requirements
- Sales Interaction: Experience collaborating with Account Executives (AEs) and efficiently triaging various deal types.
- Adaptability & Communication: Strong communication skills and the proven ability to navigate ambiguous situations effectively.
- CRM Proficiency: Experience utilizing Salesforce, with case management expertise preferred (administrator experience not required).
- Operational Mindset: A program management mindset for effectively handling case queues and fulfilling reporting responsibilities.
- Desired Tool Experience: Familiarity with Hubble dashboards is a preferred qualification (nice to have).
Sample tasks include (but are not limited to)
- Administer the Minimum Fee Commitment (MFC) Program: Provide essential manual support and operational management for the MFC program.
- Data Extraction & Reporting: Extract customer data and information from systems to monitor key milestones, track MFC performance, reconcile discrepancies, and prepare weekly/monthly business reports (covering signed commitments, attainment, and shortfalls).
- Stakeholder Communication: Serve as the primary contact for Account Executives (AEs), proactively sharing customer information, communicating regarding shortfalls, and facilitating next steps (invoicing, restructuring).
- Approval & Compliance Management: Obtain specific approvals, manage committed contract reports, and ensure accurate tracking in Google Sheets.
- Support & Guidance: Manage inbound cases in SFDC from AEs and deal strategists, maintain the #commitment-deals Slack channel for inquiries, and provide operational guidance on commitment-related requests.
- Cross-Functional Collaboration: Collaborate closely with Accounts Receivable regarding shortfall collections and notifications.
