Job Description
Position Overview
The Sales Operations Specialist will provide daily operational support to our Sales and Customer Success Teams. Your part of the Yes Energy customer journey begins with user provisioning: ensuring that individual customers have access to suitable applications and data from the moment they first trial our data and services. You’ll play a critical role in maintaining our internal data quality by managing essential details in our provisioning systems and owning some of the most tedious aspects of managing Opportunities in Salesforce.com (SFDC). You’ll keep our customers and finance team happy by ensuring we issue timely, accurate license agreements and sales orders. You’ll help us grow by directly supporting our Senior Contracts Administrator as we expand our reach to include global operations.
You’ll stand out as an excellent candidate if you are driven by providing exceptional customer support, even when the customer is also your colleague. In this role, you’ll work closely with our Sales and Customer Success teams and our Salesforce and Contracts Administrators. Your interest and experience reviewing contracts and other legal documents will allow you to take on increasing responsibilities to support our team. Your knack for organization will be pivotal to facilitating multiple users' use of and reference to key documents. Your keen attention to detail and drive to adhere to processes will be critical to the RevOps team’s ability to maintain a high level of data quality in our systems. Your desire for efficiency and inherent curiosity will allow you to make recommendations for improving our processes in ways that allow us to keep up with our rapidly growing business. This role will report to the Director of Revenue Operations.
What You’ll Do
Contracts and Sales Order Support
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Provide direct support to the Contract Administrator
- Generate Sales Orders and send them to Customers
- Drafting contract addenda and new license agreements
- Complete due diligence questionnaires in a timely manner
- Partner with the Contract Administrator to build out our contract lifecycle management system
Opportunity to become the in-house contracting specialist for one of YE’s wholly-owned subsidiaries
Salesforce Opportunity and Data Management
- Review trial requests in SFDC to ensure records contain all required information
- Maintain up-to-date and accurate Account and Contact record information in SFDC
- Partner with the Customer Success Team to manage renewal Quotes and Opportunities in SFDC; the focus is both legacy YE renewals as well as acquired companies
- Provide support to Account Executives and Account Managers with complex SFDC Quotes
- Review Opportunities against the checklist of required data; update as needed
Entitlements (a.k.a. User License Provisioning)
- Monitor the Sales Support ticketing system to ensure friendly and prompt support to customers with license access needs
- Partner with sales team to set up new customer accounts, including trials; focus on both legacy YE sales team and products as well as acquired companies
- Perform regular audits of customer access to our data and services and collaborate with sales and customer success teams to make adjustments as needed
Ad-hoc Sales Ops Projects
- Perform ad-hoc tasks related to Salesforce, license provisioning, and/or contract management
Skills and Competencies
- Must have 3+ years of experience in Customer Service or a similar role
- Must have 3+ years using Salesforce.com (SFDC) or equivalent CRM
- Must have 3+ years of experience supporting or managing contract-related documents
- 3+ years experience with entitlements or license provisioning at a B2B SaaS Company
- Proficient with Microsoft Office and/or Google Suite, Salesforce
- Ability to prioritize and manage multiple tasks, meet deadlines, and adapt to changing business needs.
- Excellent attention to detail - you care about dotting the i’s and crossing the t’s
- Process-oriented - you love to follow a well-defined process and often consider ways to make the process more efficient
- Strong customer service mindset - your approach to work is to seek out the best way to help the customer get their needs met; you apply this to both external and internal customers
- Curious - you want to understand the ‘why’ behind the work you’re doing; you ask questions and are never done learning
- Grit - you’re willing to roll up your sleeves and work hard, even when the work is repetitious
Experience that will set you apart
- Experience using Salesforce CPQ
- Experience using a Support Ticketing system or Project Management Software
- Experience using Customer Support Software such as Freshdesk, Zendesk, or equivalent
Skills and Experience you will be able to develop while in this role
- Opportunity and Quote management in Salesforce, using Salesforce CPQ (as an end-user)
- Account and Contact record management in Salesforce
- License agreement management, document management, sales order management
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Relationship management with customers and internal teams
- Internal: via Slack, Email, and in-person meetings; primarily Account Executives, Account Managers, Customer Success Managers, Contact Administrators, Salesforce Administrator
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Customers:
- frequent communication via support tickets/email regarding license allocation
- Frequent communication via email regarding contracts and sales orders
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