Salesforce Support Specialist

Responsible for providing high-quality support and guidance to users within the client finance and the sales operations teams (Client Partnerships and New Business), ensuring the efficient use and optimization of the Salesforce platform.

The Salesforce Support Specialist is responsible for providing high-quality support and guidance to users within the client finance and the sales operations teams (Client Partnerships and New Business), ensuring the efficient use and optimization of the Salesforce platform. The specialist will work oversee and resolve issues related to the Opportunity lifecycle, including deal structure, quoting, contracts, pricing & modeling, and general questions on account and opportunity set-up. This role involves responsibilities, including but not limited to, analyzing sales data including pipeline and revenue forecast, maintaining overall data integrity, and supporting system enhancements in the Salesforce platform and data integration with NetSuite ERP.  The role will also act as a liaison between IT Salesforce development team and functional team, such as Finance, Legal, and Sales.

Specific responsibilities and duties include:

• Data Management and Analysis:
  • Maintain Salesforce data accuracy and integrity, including cleansing and data deduplication activities.
  • Create and maintain Salesforce reports and dashboards to track sales performance, revenue metrics, and operational efficiency.
  • Analyze sales data and trends to identify areas for improvement and support data-driven decision-making for sales strategies.
• Provide Salesforce and NetSuite Support:
  • Serve as the primary point of contact for Salesforce inquiries, troubleshooting, and support requests from client finance and sales operations teams.
  • Resolve complex issues related to opportunity management, quoting, contracting, order processing, billing, and revenue recognition within Salesforce.
  • Provide user training and support with Salesforce functionalities, best practices, and new features to ensure user adoption and proficiency.
  • Oversee data flow and management between Salesforce and NetSuite ERP, including job creation and actual data flow.
• Process Improvement and Optimization:
  • Identify opportunities to streamline sales and financial processes within Salesforce.
  • Collaborate with sales, finance, and other relevant teams to implement process improvements and automation solutions.
  • Ensure compliance with revenue and company policies throughout the Quote-to-Cash process.
• Cross-Functional Collaboration:
  • Work closely with finance and legal teams to validate deal terms, contracts, and ensure accurate billing and revenue recognition.
  • Collaborate with sales management to address issues, optimize sales processes, and support sales reps with administrative tasks.
• Documentation and Training:
  • Create and maintain process documentation and training materials for Salesforce and related sales tools. 
  • Create and maintain necessary policies and procedures.

Required qualifications and skills

• Experience:
  • Typically requires 2+ years of experience in a sales support, administrative, or customer-facing role.
  • Experience using Salesforce as an end user or administrator is necessary, along with familiarity with sales processes and customer service principles.
  • A basic understanding of accounting and invoicing procedures is also required.
• Technical Skills:
  • Experience in Salesfoce.
  • Understanding of ERP platforms, NetSuite preferred.
  • Experience with data analysis and reporting tools like Excel is needed.
  • Familiarity with sales engagement tools, contract management systems (like Conga), and Salesforce CPQ are considered beneficial.
• Soft Skills:
  • Strong communication, attention to detail, and organizational skills are important.
  • Problem-solving ability and the capacity to work both independently and collaboratively are also key attributes.
  • Being proactive, self-motivated, customer-focused, and adaptable to change are also valuable. 

Desired skills

• Experience in process improvement initiatives, contract structuring, and commission calculation is desirable.
• The ability to understand business and financial issues, manage multiple tasks, and work effectively in a fast-paced, deadline-driven environment is also preferred