Salesforce.com, Inc Hiring for Commercial Operations Analyst/Senior Analyst at Irvine, California Full Time

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Job Category

Products and Technology

Job Details

Department Description

MuleSoft’s mission is to help organizations innovate faster by making it easy to connect the world’s applications, data, and devices. Companies like Netflix, Cisco, and Unilever rely on MuleSoft to stay agile, deliver faster, and make the most of their IT investment with API-led connectivity. Commercial Operations at MuleSoft, a Salesforce Company, is a key part of the larger Field Operations team. Commercial Operations is tasked with helping the field organization achieve company goals and growth objectives by supporting flawless execution of the day-to-day commercial activity, processes and systems. This group supports MuleSoft’s Sales, Customer Success, Professional Services, Partners and Deal Desk & Strategy teams.

About the Position

The Commercial Operations Analyst joins a hands-on team responsible for managing ongoing operational activities in Salesforce, our system of record, for new business, expansions and renewals in close collaboration with the Account Executives, Customer Success Managers, Deal Desk Managers as well as other operational functions within the company. This team is critical in the flawless execution of our business operations with a particular emphasis on timely renewals, alliances and partners, data quality and operational rhythm.

The Commercial Operations team manages data quality around customer and partner accounts, opportunities, customer entitlements, and similar business-critical system records. In addition, they support customer onboarding, post-contract product provisioning changes, and trials for customers and partners. Working in close collaboration with MuleSoft’s Deal Desk team and other parts of Field Operations, the Commercial Operations team owns the proper representation and accuracy of signed contracts in our systems. This includes quoting and opportunity creation for subscription renewals, a big and critical part of our business. The Commercial Operations team will work closely with our customer-facing teams within MuleSoft and Salesforce.

The successful candidate should understand the enterprise software go-to-market motion, have a solid command of the subscription model, SaaS, and contracts. This individual must be comfortable operating with the same cadence and urgency as the Sales organization, and have prior experience in supporting Sales in an operational capacity. Being extremely process-oriented is a key for success. An appreciation for procedure with the ability to recognize areas for improvement and efficiency is important. You must be able to work in a team environment and be self-motivated, extremely meticulous with demonstrated problem solving skills. You will have the opportunity to get involved in project work related to sales systems, opportunity lifecycle management, quoting and similar areas at Salesforce and gain experience in industry-leading processes and automations that Salesforce employs. You will also develop an understanding of post-M&A integration programs and processes. In addition, you will serve as a data steward, ensuring all of our prospect, customer, contact, opportunity and subscription information is accurate and reportable. In doing so, you will directly contribute to the company’s business outcomes. Note: This is not a Finance function and it operates within a segregation of duties framework.

Position Responsibilities

Attention to detail and mastery of several subject matters are crucial. You will be cross trained in supporting the three main areas of responsibility for our team, some of which are new post-M&A integration programs and/or manual processes to support the integration.

• Field Support

• Appropriate representation of subscription contracts by calculating and delineating new business, renewal, add-on, and similar components, creating related opportunities in Salesforce, our system of record.

• Handling customer onboarding tasks, sending welcome emails and addressing any follow-up questions.

• Providing customer support in handling post-contract provisioning changes related to MuleSoft’s hybrid Anypoint Platform, verifying and solving flexible hybrid deployment requests on a timely basis by processing swap orders.

• Processing product trial extensions and the associated courtesy quotes.

• Monitoring and ensuring account and opportunity data quality between multiple systems of record that are tightly integrated with each other using MuleSoft’s top notch integration technology.

• Partnering with other groups including Business Technology in proactively solving any data issues that may occur, acting as a partner concern point.

• Supporting post-acquisition systems integration effort including handling interim manual processes and actively working to eliminate such manual processes over time.

• Renewal Operations

• Managing renewal opportunities for MuleSoft’s subscription business, collaborating with account executives, customer success managers and finance.

• Handling Renewal Operations Requests (RORs) to ensure correct accounting for renewals, investigating any discrepancies, and validation and attribution of any attrition to the appropriate buckets.

• Responding to cases related to renewals, resolving data quality issues, handling Sales Operations escalations, 30-day extensions, off-cycle manual processes.

Provide internal opportunity management support to Account Teams on pre- and post-renewals.

Working with Sales Operations on opportunity management issues and providing assistance and suggestions for improving the forecasting process.

Deconstructing and solving sophisticated forecasting issues.

Ensuring all approved requests have been properly documented in accordance with renewal processes, increased to the appropriate approval level, and resolved within SLA.

Identifying areas of improvement to increase accuracy, completeness and/or consistency and implement solutions in process, policy, and overall operations of the Renewal Ops function, auditing processes to fix transactional data.

Performing incremental annual contract value calculations.

Sharing standard methodologies 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.

• Partner Operations

• Managing partner agreements, facilitating creation, review, and signature processes.

• Owning partner onboarding processes, performing due diligence and compliance reviews, partner account creation, and partner provisioning. End-to-end operations support for partner signing, renewals of partner agreements, and handling ad hoc partner product entitlement requests.

• Managing operations for MuleSoft’s Partner Referral Program

• Implementing reseller program operations.

• Ensuring opportunity data quality as it pertains to data fields related to partner involvement and contributions to deals. Monitoring various data integration reports to resolve any discrepancies. Managing any required changes post close. Auditing partner team ACV credits for compensation purposes. Handling partner splits.

• Validating Referral Program payment requests and submitting them to Finance for processing.

• Assisting AEs with quotes as needed for indirect deals involving resellers.

Required Experience

• 2+ years of opportunity management or sales support experience in the technology industry (will consider recent college graduates with exceptional ability)

• Understanding of Renewals/ Sales Ops functional disciplines preferably in a software environment

• Understanding of systems analysis, including root cause analysis and other process modeling and systems design methodologies

• Excellent interpersonal skills; articulate in written and verbal communication; willingness to appropriately debate difficult issues; ability to think quickly

• Ability to understand broader business and financial issues and juggle multiple projects and tasks

• Able to think independently and consider cross-functional and downstream impacts

• Must have a strong investigative mindset and problem solving abilities

• Experience and working knowledge with MS Office and Google Apps for Work productivity tools

• Bachelor’s degree or equivalent combination of education and experience

• Desired skills include, good knowledge of business systems (Salesforce.com expertise a plus), subscription contracts, and service orientation

Leadership Qualities

COMPOSURE: Strong customer-facing communication and interpersonal skills with complex engagements

EXPERTISE: Working knowledge of industry standard methodologies and implementation experience of the salesforce product suite

CREDIBILITY: Able to interact with various levels of an organization both technical and non-technical to discuss comprehensive solutions

CONSULTATIVE: Able to lead high powered workshops and effectively tailor messaging based on the audience and subject matter

WILLINGNESS: Able to analyze customer issues, articulate comprehensive solutions, and craft a plan of action

LEARNER: Has a passion for continued education in new technologies and sophisticated business and technical concepts

PASSION: Passionate about Customer Success and is a great listener

URGENCY: Ability to move fast and drive business value and results

OHANA: Embodies Aloha culture and a standout colleague that everyone enjoys working with and has a generous heart

TRUST: Ability to earn trust of the customer and live by the company’s core values.

Accommodations

If you require assistance due to a disability applying for open positions please submit a request via this Accommodations Request Form (https://careers.mail.salesforce.com/accommodations-request-form) .

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