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Job Category

Operations

Job Details

About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

About Salesforce:
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. The company was founded on three disruptive ideas: a new technology model in cloud computing, a pay-as-you-go business model, and a new integrated corporate philanthropy model. These founding principles have taken our company to great heights, including being named one of Forbes's "World's Most Innovative Company" five years in a row and one of Fortune's "100 Best Companies to Work For" eight years in a row. We are the fastest growing of the top 10 enterprise software companies, and this level of growth equals incredible opportunities to grow a career at Salesforce. Together, with our whole Ohana (our chosen or extended family) made up of our employees, customers, partners and communities, we are working to improve the state of the world.

Role Description:
An exciting opportunity to be a part of Salesforce Finance and the Revenue Operations Team. The Contract Specialist role is a skilled, experienced, and independent role focused on providing outstanding Quote-to-Cash support and guidance to Account Teams within our Commercial and Enterprise customer market segments. This guidance includes but is not limited to deal structure questions, quote support, contract support, deal calculations, service delivery support, and ensuring quotes are in compliance to revenue & company policy. The role requires a strong understanding of SaaS industries practices, Salesforce products, and company policies and procedures. It also requires the ability to work across a diverse scope of assignments both independently and within teams, think creatively to find solutions, and communicate clearly on complex scenarios.

Responsibilities Include:

• Provide Quote-to-Cash support and guidance to Account Executives (AEs) and Renewal Managers to help execute Sales/Renewal transactions.
• Establish strong relationships with Sales, Renewals, Customer Support Managers, Collections, Adjustments, Compensation, Rev Rec., Legal, and other internal resources as appropriate.
• Answer and advise on process & policy questions and effectively communicate requirements to AEs.
• Assist Sales Team in quoting, or creating contracts/orders when required
• Partner with internal Pricing, Revenue Recognition, Collections, and Legal teams on deal execution as well as advise on negotiations and any customer satisfaction issues.
• Assist AEs in addressing customer satisfaction inquires related to contracts/invoices and product issues, through account research and feedback.
• Work with Sales and Collections to assist with deconstruction and resolution of complex billing issues.
• Assist with onboarding of new team members
• Apply knowledge, skills and judgment to make difficult decisions and resolve issues.
• Possess strong level of Salesforce application expertise.
• Actively participate in new process development and process improvement projects, as well as other ad hoc projects.
• Work independently on assignments and escalations that are diverse in scope, requiring seasoned judgment in resolving issues, making recommendations, and providing guidance.
• Challenge legacy policies and procedures that complicate quote, order, invoice, credit, commissions, and revenue processing, and formulate creative solutions or work-around based on that analysis.
• Share best practices with and provide cross training for peers, team members and outside business units to enhance the quality and efficiency of support and contribute to the knowledge base.
• Perform calculations as required, related to contract replacement comparisons, credits, and restructures.
• Ensure all approval requests have been properly documented in accordance to Sales Operations processes, escalated to the appropriate approval level, and resolved within SLA.

Required Skills/Experience:

• Bachelors degree or equivalent combination of education and experience
• 2+ years customer order management, sales operations, or sales/customer support experience
• Contract structuring and Commission Calculation experience

Desired Skills/Experience:

• Excellent interpersonal skills; ability to articulate verbally and written, willingness to appropriately debate difficult issues; ability to think quickly
• Demonstrated participation in process improvement initiatives and/or project management experience
• Ability to excel in a fast growing/fast paced environment delivering accuracy while managing to deadlines where adaptability is imperative
• Ability to understand broader business and financial issues, juggle multiple projects and tasks, and to work with deadlines and in a fast paced environment
• Extreme attention to detail
• Ability to clearly articulate case resolutions and actions required by Account Executives
• Able to use Microsoft suite of tools effectively
• Salesforce CRM experience a plus
• Demonstrated initiative
• Ability to analyze problems quickly and seek out solutions to achieve optimum outcomes in case resolution
• Ability to work independently
   

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Accommodations

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Posting Statement

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