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Operational Support
- Contribute to renewal process improvements across all supported products.
- Collaborate with cross-functional teams including Sales, Customer Success, Customer Service, Finance, and Operations.
- Support renewal operations by ensuring data accuracy, process consistency, and operational efficiency.
- Provide day-to-day support for renewal requests, renewal updates, pricing changes, escalations, and customer-related concerns.
- Maintain accurate renewal records and help drive consistency across renewal workflows and system updates.
Salesforce and Salesforce CPQ Support
- Support the Renewals and Customer Success teams in Salesforce CPQ activities related to renewal quoting, amendments, pricing updates, and contract renewal workflows.
- Assist with renewal quote creation and updates in Salesforce CPQ, ensuring accurate pricing, product configurations, and renewal data.
- Help manage and troubleshoot renewal-related issues in Salesforce and Salesforce CPQ.
- Partner with internal teams to improve adoption and effectiveness of Salesforce CPQ renewal processes.
Reporting and Analysis
- Build, maintain, and analyze Salesforce and Oracle reports and dashboards supporting renewals, including pipeline tracking, upcoming and lapsed renewals, pricing trends, renewal performance, and forecasting.
- Support CPQ renewal reporting by tracking quote status, renewal timing, pricing changes, and outcomes to provide visibility into the renewal lifecycle.
- Analyze renewal, pricing, and team performance data to identify trends, performance gaps, and opportunities for process improvement, and translate insights into actionable recommendations for segment managers and leadership.
- Ensure reporting accuracy and data integrity by monitoring data quality, reconciling discrepancies across systems, and flagging inconsistencies.
- Partner with senior leadership on business-critical reporting, operational priorities, and strategic analysis, including renewal forecasting, goal tracking, and overall business performance.
- Handle sensitive financial and operational data with a high level of discretion, including variable compensation, salaries, earnings, pricing strategies, and leadership-level performance reporting, ensuring confidentiality at all times.
Renewal and Pricing Support
- Work closely with the Customer Success team to ensure renewal quoting and pricing needs are met in a timely and accurate manner.
- Assist with customer renewal pricing updates, pricing reviews, and escalation support.
- Help coordinate internal review of non-standard pricing requests and customer renewal concerns.
- Support pricing discussions related to renewal incentives, exception requests, and other business decisions that require sound judgment, confidentiality, and a clear understanding of business impact.
- Provide operational support for both standard and exception-based renewal motions.
Customer and Team Support
- Provide additional support to Customer Success Managers related to renewal questions, reporting needs, issue resolution, and data management.
- Communicate clearly and effectively with both internal and external customers.
- Work independently while managing multiple priorities and maintaining strong attention to detail.
Other tasks and duties as assigned.
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