Senior Contract Specialist, Salesforce

• The role requires a strong understanding of SaaS industries practices, Salesforce products, and company policies and procedures
• It also requires the ability to work across a diverse scope of assignments both independently and within teams, think creatively to find solutions, and communicate clearly on complex scenarios
• Bachelors degree or equivalent combination of education and experience
• 2+ years customer order management, sales operations, or sales/customer support experience
• Contract structuring and Commission Calculation experience

Desirable

• An exciting opportunity to be a part of Salesforce Finance and the Revenue Operations Team
• The Contract Specialist role is a skilled, experienced, and independent role focused on providing outstanding Quote-to-Cash support and guidance to Account Teams within our Commercial and Enterprise customer market segments
• 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
• 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