Order Management Analyst

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About Salesforce

We’re Salesforce, the Customer Company, inspiring the future of business with AI+ Data +CRM. Leading with our core values, we help companies across every industry blaze new trails and connect with customers in a whole new way. And, we empower you to be a Trailblazer, too — driving your performance and career growth, charting new paths, and improving the state of the world. If you believe in business as the greatest platform for change and in companies doing well and doing good – you’ve come to the right place.

The Independent Software Vendor (ISV) Order Management Analyst owns the process for processing and activating all submitted partner and partner marketing orders in accordance with our functional SLAs, WW Sales Operations policy, and all Salesforce.com compliance policies.  In addition to the standard Sales Support responsibilities, the ISV Order Management Analyst will also be responsible for optimizing our business processes; calculating unit pricing and compensation transactions to ensure accurate timely commission payments; building and monitoring reports and dashboards; internal customer issue resolution; contributing on special projects; and training for new employees.

This position will also grow to help drive continuous improvement of our controls to deliver tangible process improvements and strengthening of our controls framework. We are looking for a candidate who also has experience in compliance, process management and controls. Because of our innovative and entrepreneurial culture, we seek individuals who can help drive process improvement and awareness of and adherence to policies and procedures within our ever-expanding global employee base. This role requires extensive coordination with many organizations, including Alliances, Direct Sales Operations, ISV Sales, Renewals, Adjustments, Customer Service, Commissions, Tax, and Credit & Collections. The right candidate will be able to work in a team environment, be self-motivated, and focused on details with problem solving and decision making skills.
 

Responsibilities:
· Manage an order management territory and deliver on order processing work within SLA attainment goals
· Review submitted contract and order forms for completeness, accuracy, and conformance to Salesforce sales order acceptance policies
· Process contracts and orders and ensure all documentation is in compliance with revenue and company policy
· Manage provisioning/delivery issues
· Calculating PNR (Percent Net Revenue) for proper review of unit pricing
· Complete compensation transactions to ensure accurate and timely commission payments
· Work with Partner Operations/Partner Marketing/Alliances assisting in account reconciliations for customer billing investigations and disputes
· Validate New/Add-on/Renewal Opportunities for Sales forecasting
· Provide routine reporting and analysis on team operational metrics
· Review and audit partner orders to ensure documentation is in compliance with revenue and company policy
· Share best practices with team members to enhance the quality and efficiency of support and contribute to the knowledge base
· Contribute ideas and innovations to improve upon existing systems, work processes and procedures.
· Establish strong relationships with Sales, Renewals, Collections, Adjustments, Compensation, Revenue Recognition, Legal, and other internal resources as appropriate
· Manage quality assurance initiatives related to order management work

Minimum Qualifications:
· 3+ years of experience working in sales operations or order management
· 3+ years working on the Salesforce platform with focus on order management and reporting/analytics
· Experience with data collection, compilation, analysis and presentation
· Excellent interpersonal skills; ability to articulate well both verbally and in writing, ability to understand and explain complex business issues; ability to think quickly and critically
· Ability to excel in a fast growing/fast paced environment delivering accuracy on time where adaptability is imperative
· Ability to prioritize workload and manage multiple projects and tasks
· Ability to understand broader business and financial issues
· Extreme attention to detail and strong time management skills
· Thrives in a team environment
· Demonstrated initiative
· Ability to work independently
· Solid understanding of Microsoft Office applications
· Degree or equivalent relevant experience required. Experience will be evaluated based on the core competencies for the role (e.g. extracurricular leadership roles, military experience, volun