Sales Operations Analyst

Job Summary -

** This is a one (1) year maternity cover contract ** 

The Sales Operation Analyst will focus on supporting the Healthcare sales team to provide excellent  service and drive the success of InterSystems’ customers and its partners. This position is important, acting as an interface between sales and the sales engineers, clinical executive, delivery, support and customer operations teams.  

This role is primarily required to help develop the recently formed sales operations function for the UKI business and the management of the Regional Change Board (RCB). The RCB is where ISC UKI manages and tracks all customer change requests and is an important component of our Account Management process. Its successful administration is vital to the Customer’s Satisfaction score of our customer base. 

Key Responsibilities 

Include but not limited to: 

• Day-to-day Management of the RCB items by using the ‘UKI Change Board Process’ homepage held on the Atlassian Confluence system (Confluence) 

• Preparing the agenda and items for discussion at the weekly RCB Meeting   

• Record meetings and provide administration support for the Chair  

• Follow up on actions from the RCB meeting 

• Update Change Request Confluence pages 

• Linking Confluence RCB pages to company systems; iService (support), JIRA (product) and CRM (sales)  

• Host regular meetings with Account Managers and the relevant Subject Matter Experts (SME) 

• Track and support the processing of RCB items at all stages of the process 

• Host regular meetings with  Account Managers and the relevant Subject Matter Expert (SME) to review the open change requests from their accounts  

• Working with the Sales Managers to support creation of Sales Quotation’s, follow up on Purchase Orders and Certificate of Acceptance for completed work from customers 

• Liaise with other departments across the business to ensure the smooth progress of customer change requests through the process 

• Present updates at the Scotland, England & Ireland Account Monthly Account Planning Meetings 

• Provide MI to the Management Team on the status of customer change requests 

• Review related quotation and CCN documentation to ensure correct format and templates are used and issued to the customers  

• Update company systems; iService (support), JIRA (product) and CRM (sales)  

• Manage the internal approval process 

• Liaise with Customer Operations to support invoicing 

Manage the Commercial Arrangements iService Tickets – this involves replying to the customer via canned text while liaising with the Sales Managers General: 

• Provide training on the UKI RCB Process 

• Review the process and work with relevant departments to make improvements to the process 

• Schedule Quarterly/ Half yearly ‘Enhancement Request’ Deep dive sessions on key Accounts to review all open support tickets with the invoicing and recharging of project costs including reconciliation and raising purchase orders  

Job Requirements: 

• Ideally, knowledge of Atlassian Confluence 

• Strong Interpersonal skills 

• Proactive behaviour to learn about our technology and the competitive landscape  

• Team player 

• Experience in customer support, customer service, and/or a sales role 

• Track record of supporting a sales function, preferably in the technology industry 

• Experience working with and developing business with VARs a plus 

• Excellent telephone and email communication 

• Strong presentation and interpersonal skills 

• Bachelor’s degree preferred