Revenue Operations Analyst

The Revenue Operations Analyst is responsible for carrying out all aspects of day-to-day order to cash operations.  In addition to order processing, the candidate will be trained to perform various rotating monthly duties where he/she will monitor and respond to various requests from internal departments, contract adjustment approvals, and operations requests queues. This role also includes maintaining and auditing customer subscriptions in Salesforce and Workday to ensure customers are provisioned for what they purchase and are set up for correct renewals going forward.  

There are multiple levels of career progression on this team as you move along in expertise and skill set. Senior roles, leadership, and business analysts are heavily involved in project work, system enhancements, migrations, UAT testing, exception reporting, and revenue assurance activities.  

What you'll do:

• Partner with the Sales and Customer Success Teams by facilitating requests to execute pre-sale contract negotiations with Legal, Deal Desk, Professional Services, and Finance.   

• Maintain 24-hour service level agreement (SLA) pertaining to Salesforce order processing and Workday invoicing/billing while adhering to key SOX and audit controls  

• Execute accurate processing and invoicing of contracts with varying degrees of complexity  

• Act as final approver for ad-hoc credit requests by validating order-related billing history and generating invoice adjustments on accounts in Workday Financials.  

• Review dashboards of exception reporting to ensure accurate renewal opportunities and related revenue  

• Ensure accurate credit amounts for canceled products on contract adjustments by confirming Workday contract information in the Salesforce approval workflow.   

• Improving customer delight by managing multiple operations request queues supporting cross functional teams across the business.   

• Recognize and troubleshoot system errors and functional inconsistencies, utilizing ADO and Financial Systems partners when needed.  

• Provide excellent customer service to our internal customers (Sales, Sales Support, Customer Finance, etc.) while mainlining positive and effective communication.  

• Taking initiative during the training process and beyond to learn the basis of our processes and procedures. Challenge yourself to move onto more complex contracts and revenue activities.  

Process Improvement Operations:  

• Recognize and troubleshoot system errors and functional inconsistencies, utilizing the team's senior resources, ADO, and Financial Systems partners when needed.  

• Partner with IT as a subject matter expert in UAT Testing to ensure systems are operational post implementation of system enhancements/data migrations.  

• Participate in various multifunctional projects to assist other departments as needed  

• Be a continuous learner and constant Improver by participating in Root Cause Analysis, Kaizen projects as a SME, and Lean coursework.  

What you'll bring:

• Ability to both works independently and within a team  

• Excellent customer service skills and effective communication  

• Work effectively in a dynamic environment with changing deadlines and continuously evolving processes  

• Ability to work longer hours in high-demand situations: Month end close, escalations. All hands-on Deck mentality  

• Easily identify and analyze information to solve complex issues/escalations  

• Demonstrated capability to manage process flows and implement new initiatives  

• Effectively manage and prioritize multiple tasks/projects at a time with minimal supervision  

• Experience with CRM/Accounting software required: Salesforce, CPQ, and Workday Financials preferred  

• Working knowledge of Microsoft Office products (Word, Excel, Outlook, PowerPoint)