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Job Category

Operations

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn't a buzzword — it's a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era You're in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

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. 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.

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

Degree or equivalent relevant experience required. Experience will be evaluated based on the core proficiencies or the role (e.g. extracurricular leadership roles, military experience, volunteer roles, work experience, etc.)
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

Unleash Your Potential

When you join Salesforce, you'll be limitless in all areas of your life. Our benefits and resources support you to find balance and be your best, and our AI agents accelerate your impact so you can do your best. Together, we'll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future — but to redefine what's possible — for yourself, for AI, and the world.

Accommodations

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

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Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that's inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications – without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

Contract Sales Operations Analyst