Operations Analyst I - ICONMA LLC : Job Details

Our Client, a Software Company, is looking for Operations Analyst I for their Indianapolis, IN/Hybrid location Responsibilities:

• The contractor will be responsible for supporting Small Medium Account Executives through Sales Operations cases consisting of Tier 1 level cases (opportunity and basic quote support). The contractors would be working out of a shared global queue in conjunction with the Global Support Sales Ops team. Expectation will be to handle/resolve 15-20+ cases per day.
• An exciting opportunity to be a part of the Client Finance and the Revenue Operations Team. The Global Support Contract Specialist role provides Quote-to-Cash expertise and guidance to our Account Executives within the Small Medium & Commercial business units globally. 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 internal quote-to-cash systems as well as ESMB business practices. Specialists need to work independently with minimal oversight and in a team environment with other specialists or business partners to help solve complex issues with speed and accuracy. They must also be extremely detailed, solution-oriented, and be able to clearly communicate to globally diverse stakeholders.
• Provide outstanding Quote-to-Cash support and guidance to help Account Executives execute Sales transactions.
• Work with Sales, Revenue Recognition and Legal on deal execution and provide suggestions and assistance for contract negotiations or customer satisfaction issues
• Create and modify quotes as required
• Ensure compliance with all company policies and responsible for SOX compliance
• Train Sales and in particular less experienced AE's and facilitate cross-training among the team
• Contributes ideas and innovations to improve upon existing systems, work processes and procedures
• Create and update internal departmental Policies
• Provide subject matter expertise on projects within Sales Operations
• Review submitted contract and order forms for completeness, accuracy, and conformance to Client Order Acceptance policy
• Assist with onboarding of new team members
• Work with Sales and Collections to assist resolution to customer billing investigations and disputes
• Challenge legacy policies and procedures that complicate quote, order, invoice, credit, commissions, and revenue processing, understanding the flexibility for change, and formulating creative solutions or workarounds based on that analysis
• Share best practices with team members to enhance the quality and efficiency of support and contribute to the knowledge base
• Establish strong relationships with Sales, Renewals, Customer Support Managers, Collections, Adjustments, Compensation, Rev Rec., Legal, and other internal resources as appropriate

Requirements

• Prior Client Lightning utilization a plus.
• Ability to to use excel/google sheets to calculate opportunity values.
• Bachelors degree or equivalent combination of education and experience
• 1-2 years minimum customer order management, sales operations, or sales/customer support experience
• Contract structuring and Commission Calculation experience

Desired Skills/Experience:

• Demonstrated participation in process improvement initiatives and/or project management experience
• Excellent interpersonal skills; ability to articulate verbally and written, willingness to appropriately debate difficult issues; ability to think quickly
• 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
• Thrives in a team environment
• Able to use Microsoft suite of tools effectively
• Client 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

Why Should You Apply?

• Health Benefits
• Referral Program
• Excellent growth and advancement opportunities

As an equal opportunity employer, ICONMA provides an employment environment that supports and encourages the abilities of all persons without regard to race, color, religion, gender, sexual orientation, gender identity or express, ethnicity, national origin, age, disability status, political affiliation, genetics, marital status, protected veteran status, or any other characteristic protected by federal, state, or local laws.