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RevOps Deal Support Senior Specialist

2 months ago

Manila, National Capital Region, Philippines Zendesk Full time
Job DescriptionDay-to-day
  • RevOps Deal Support Sr. Specialist is responsible for reviewing and provisioning/processing and invoicing all signed deals/sales orders.
  • Manage medium-risk, medium-complexity deals for SMB/Digital market segments such as but limited to Partner/Reseller adhering strictly to established procedures and standards.
  • RevOps Deal Support Sr. Specialist also handles pre-signature, sales inquiries, and opportunity/quote support tickets.
  • Collaboration: Guide sales representatives through the deal process and ensure contracts comply with finance audit and revenue recognition policies.
  • Proactively communicate with Sales, Finance, Legal, and other internal partners on urgent orders or exceptions.
  • Maintain knowledge of process updates and help design evolving business processes.
  • Productivity Management: Ensure individual deliverables meet agreed Service Level Agreements (SLAs) daily. and Quality Rating target.
  • Work on ad-hoc projects and analysis under senior team members' guidance.
  • Participate in continuous improvement initiatives by providing feedback and recommendations.

Process Management: Primarily responsible for and efficiently process Level 2, or med-risk, med-complexity deals for SMB/Digital market segments such as but limited to Partner/Reseller adhering strictly to established procedures and standards.

Business Continuity Planning (BCP)
Backup Resource: Serve as a reliable L1 backup in executing daily tasks, ensuring uninterrupted service delivery when additional support is needed.

Pre-Signature and Sales Support: Handle pre-signature inquiries, sales questions, and provide support for opportunity and quote tickets for specified deal types within scope.


Advisory Role: Serve as a trusted advisor, guiding sales representatives through the deal flow process and ensuring contract compliance with finance audit reviews and revenue recognition guidelines.


Proactive Communication: Drive timely communication with key internal stakeholders, including Sales, Finance, Legal, and Revenue Recognition teams, particularly for urgent orders or exceptional cases.


Process Knowledge Maintenance: Stay current with all procedural updates to maintain alignment with company practices and policies.


Issue Escalation: Escalate complex or out-of-scope deals to more senior team members as necessary.


Root Cause Analysis (RCA) Involvement: Participate in conducting RCA for escalated deals to identify underlying issues and prevent recurrence.


Weekly Updates and Meeting Participation: Provide updates on customer and internal stakeholder interactions, sharing insights and tackling challenges in weekly regional meetings.


Project Engagement: Under the mentorship of senior team members, contribute to ad-hoc projects and analyses, gaining experience and knowledge in broader business functions.


Performance Management: Manage individual performance metrics to ensure daily deliverables comply with the agreed-upon Service Level Agreements (SLAs).


Continuous Improvement Support: Engage in continuous improvement efforts by submitting ideas, pain points, and recommendations during data collection exercises to enhance operational efficiency.

Qualifications
  • Bachelor's degree in Business, Finance, or any equivalent field.
  • Experience in Order Management particular to software or licensing
  • Experience working with SMB and APAC Commercial market segments is preferred.
  • Knowledge or familiar with Billing or Invoicing
  • Familiarity with medium-high risk and complexity deal structures.
  • Strong analytical and problem-solving abilities.
  • Experience in conducting root cause analysis (RCA) for deal issues.
  • Ability to effectively connect with internal and external customers.
  • Willingness to work on a hybrid set up and night shift (AMER, 9PM to 6AM M-F but needs to be flexible if need support and coverage for APAC or EMEA)

#LI-ML12

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