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Contract Operations Analyst

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  • Operations
    • United Kingdom - London
  • Full time
  • JR249199


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:
* 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

At Salesforce, we strive to create an accessible and inclusive experience for all candidates.

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodation Request Form.

We are a recognised Disability Confident member under the UK Government Disability Confident employer scheme. We are committed to providing an inclusive recruitment process and will offer an interview to disabled applicants who meet the essential criteria for the role. Applicants are welcome to opt-in to the interview scheme as part of the application process. If you would like to apply under the scheme, please click the link to the Accommodations Request Form above and scroll to the UK Disability Confident Scheme section within the form.

Please note that Salesforce uses an automated employment decision tool to help our recruiters assess and evaluate candidates’ resumes. If you do not want Salesforce to use this tool with your application, please submit a request via this form.

Equal Opportunity Statement.

At Salesforce we believe that the business of business is to improve the state of our world. Each of us has a responsibility to drive Equality in our communities and workplaces. We are committed to creating a workforce that reflects society through inclusive programs and initiatives such as equal pay, employee resource groups, inclusive benefits, and more. Learn more about Equality at and explore our company benefits at

Salesforce is an equal employment opportunity and affirmative action employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender perception or identity, national origin, age, marital status, protected veteran status, or disability status. Know your rights: workplace discrimination is illegal. Salesforce does not accept unsolicited headhunter and agency resumes. Salesforce will not pay any third-party agency or company that does not have a signed agreement with Salesforce.

Salesforce welcomes all.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. More details about our company benefits can be found at the following link:

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