Global Support Contract Specialist

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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:

Exciting Opportunity: Join the Salesforce Finance and Revenue Operations Team as a Global Support Contract Specialist. In this role, you will provide expert guidance to Account Executives in the Small Medium & Commercial business units worldwide on Quote-to-Cash processes. Primary responsibilities include addressing deal structure inquiries, offering quote and contract support, conducting complex deal calculations, assisting with service delivery, and ensuring compliance with revenue and company policies. The ideal candidate will possess a deep understanding of Salesforce quote-to-cash systems, cross cloud Salesforce product knowledge, and software sales business practices for SMB. This role requires the ability to work independently with minimal supervision in a fast paced environment, make quick informed decisions, collaborate with other global team specialists and business partners to resolve complex issues efficiently and accurately, and effectively communicate with stakeholders from diverse backgrounds on a global scale. This role is customer zero for new Salesforce products, AI, and transformation; change management and ability to manage through multiple NPIs is a must. If you are detail-oriented, solution-focused, and thrive in a fast-paced environment, we want to hear from you.

Responsibilities Include:

• Help drive revenue growth by enhancing the selling experience through quick, efficient, and customer focused Quote-to-Cash Support
• Partner with and guide Account Executives in executing transactional to complex cross cloud deals effectively and efficiently
• Business Partnering: Work with and build relationships with Sales, Revenue Recognition, Deal Desk Support, and Legal to drive deal execution. Provide suggestions/assistance for contract negotiations or customer satisfaction issues
• Create, modify, and execute quotes as required to ensure accuracy, completeness and compliance
• Ensure compliance with all company policies and responsible for SOX compliance
• Enable Sales and facilitate cross-training among team by communicating via internal messaging, phone, or email as training opportunities are identified
• Become a technical SME, adopt, and drive transformation to a new Salesforce internal Org
• Help drive operational excellence through process improvement, technology, Agents, and innovation
• Create, update, and improve internal departmental policies as required
• Stay informed on, learn, and provide support for new NPIs and acquisitions to meet the growing demands of our customers
• Provide subject matter expertise on projects within Sales Operations and Revenue Operations as needed
• Challenge and revise existing policies and procedures related to quote, order, invoice, credit, commissions, and revenue processing to identify areas for improvement and innovation. Develop innovative solutions and workarounds to streamline processes and drive efficiency
• Support new team members during their onboarding process by providing guidance and sharing best practices to improve the quality and efficiency of their work. Additionally, contribute to the knowledge base by sharing valuable insights and experiences to help the team succeed
• Successfully operate and achieve performance excellence that meets and or exceeds team success measures

Required Skills/Experience:

• Bachelors degree or equivalent combination of education and experience
• 2-3 years minimum customer order management, sales operations, or sales/customer support experience
• Contract structuring and Commission Calculation experience

Desired Skills/Experience:

• Proven track record of actively participating in process improvement initiatives and/or prior experience in project management
• Strong interpersonal skills; capable of effectively communicating verbally and in writing, willingness to engage in constructive debates, and ability to think on your feet
• Proficiency in thriving in a fast-growing and fast-paced environment, delivering accurate results while meeting deadlines with a high level of adaptability
• Understanding of broader business and financial concepts, adept at managing multiple projects and tasks under tight deadlines in a fast-paced setting
• Meticulous attention to detail
• Exceptional communication skills, both in face-to-face interactions and in virtual settings
• Ability to clearly communicate case resolutions and necessary actions to Account Executives
• Team player who excels in a collaborative environment
• Proficient in utilizing the Google suite of tools
• Experience with Salesforce is considered a bonus
• Demonstrated proactivity and initiative
• Strong problem-solving skills, with the ability to quickly analyze issues and find optimal solutions for case resolution
• Capable of working independently and taking ownership of tasks and projects.

This role is hybrid and goes into the office 3 days per week.

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Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form.

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