Revenue Operations Business Operations Analyst

Job Description

Position Overview

Zendesk is seeking a highly motivated individual to support internal process improvements within our quote-to-cash systems, aimed at scaling the Global Revenue Operations (RevOps) team and driving the company’s multi-billion dollar revenue plan.

In this role, you will be crucial in optimizing our CPQ (Configure, Price, Quote) and Zuora (Billing) systems, emphasizing usage-based pricing. This cross-functional position requires collaboration with RevOps, IT, Growth & Monetization, Sales, and Product to leverage data for optimizing pricing strategies and enhancing operational efficiency, including the integration of AI to bolster decision-making. Your expertise in system architecture, reporting, and process improvement will significantly impact key financial and operational metrics, ensuring seamless workflows and auditability. You will focus specifically on supporting usage-based product initiatives and enhancing CPQ testing, aiming to capture the full value of our offerings and improve revenue operations.

Additionally, this role encompasses support for collections and system integrations to drive efficiency and accuracy in financial operations. RevOps enablement is a priority, involving the development of training, documentation, and stakeholder engagement to support new implementations and enhance operational efficiency. By contributing to integrated solutions and effective collections, you will help Zendesk innovate the market with a leading pricing model that drives significant growth.

Key Responsibilities

• Collaborate with cross-functional teams to understand upcoming system and/or process launches and plan communications that articulate changes effectively.

• Act as a representative of Revenue Operations in the design, solutioning, and review processes for system updates and defect resolutions.

• Own projects end-to-end, developing and executing comprehensive change management plans, including objectives and stakeholder engagement strategies, with a focus on scaling resolution-based pricing initiatives.

• Design and coordinate training programs for the RevOps team on new product launches, leveraging AI tools and automation to enhance training effectiveness and knowledge transfer.

• Develop KPIs to measure the effectiveness of training programs, change initiatives, and usage-based pricing strategies, tracking adoption rates and user feedback.

• Provide ongoing support and reinforcement of new processes through regular check-ins and refresher training.

• Document workflows and process improvements related to quoting, billing, and provisioning for team reference.

• Play a crucial role in product launch preparation, including gathering solution design requirements, system documentation, and participating in system testing.

• Identify continuous improvement opportunities to optimize operational processes and align enablement with finance metrics.

Qualifications

• Bachelor's degree in Economics, Business, Finance, Accounting, or a related field.

• 3+ years of experience in finance support, sales operations, education, corporate training, or instructional design, focusing on creating training materials and documentation.

• Proficient in G-Suite and Zoom; familiarity with Salesforce, Zuora, or other CRM tools a plus.

• Exceptional written and communication skills with the ability to convey complex information clearly.

• Strong analytical and problem-solving skills with excellent attention to detail and organizational abilities.

• A self-starter with a proactive personality, capable of taking initiative and working independently in a hybrid environment.

• Experience working with remote and global teams, demonstrating strong facilitation skills and the ability to influence virtually.

#LI-DF4

The Poland annualized base salary range for this position is zł109,000.00-zł163,000.00. Please note that while the salary range represents the minimum and maximum base salary rate for this position, the actual compensation offered will be based on job related capabilities, applicable experience, and other relevant factors. This position may also be eligible for bonus, benefits, or related incentives that will be communicated during the offer stage.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to [email protected] with your specific accommodation request.