Sales Support Analyst

Role Overview

• Providing frontline support to revenue growth teams, primarily sales but also including cross-functional stakeholders, similar to a traditional support desk function.
• Additional support includes Tier 1 system bugs and enhancement triage, and supporting keep-the-lights-on (KTLO) mission-critical processes

Primary Tasks/Responsibilities

• Manage the dedicated Salesforce Cases queue and triage ~2,000 cases/quarter (20–30/day); ensure timely first-response SLA attainment.
• Field Tier‑1 sales inquiries via Salesforce and Slack: deal booking, field definitions, formula/price-output explanations, and policy questions (compensation, deal process).
• Troubleshoot and diagnose whether issues are education, configuration, or system defects; escalate or cross-post to engineering / Deal Desk / Policy as required.
• Follow the Rules of Engagement (ROE) / pricing-support playbook to provide consistent and auditable guidance.
• Support KTLO manual processes and occasional admin tasks (with clear limits on direct opportunity edits).
• Maintain stakeholder relationships and communicate status to AEs, SAs, and escalation contacts (e.g., David Tian).
• Capture case details, trends, and recurring issues; recommend process or product improvements to reduce repeat tickets.

Primary Audience

• AE / Sellers
• Internal GBS team members (e.g., Deal Strategists, MonOps, Legal)

Must Have Skills

• 3+ years in Sales Operations / Deal Desk / Sales support or equivalent frontline sales experience
• Strong Salesforce experience (case management, opportunity model, field & object understanding)
• Ability to interpret pricing/formula outputs and explain root causes to non-technical sellers
• Clear, concise written and verbal communication; stakeholder-facing and customer service oriented
• Practical problem solving and operational analysis (commercial/operational/financial context)
• Comfortable executing repetitive KTLO tasks with attention to detail and data hygiene

Must Have Tools

• Salesforce (opportunity model, Cases queue)
• Basic reporting tools (Salesforce reports/dashboards), for case volume and SLA tracking
• Ticketing / case tracking workflow (SFDC Cases or equivalent)

Nice to Haves:

Skills

• Experience with pricing engines / deal composer tools and formula logic
• Reporting/dashboarding skills (to build/maintain SFDC dashboards or lightweight BI)
• Familiarity with global sales processes and territory models
• Customer service/support desk experience or certification

Tools

• Confluence/SharePoint or internal knowledge base tools for playbook maintenance
• Jira or internal engineering ticketing system for escalation tracking
• Any internal pricing tooling (Deal Composer / CPQ / pricing engine) access familiarity

Qualifications:

• Bachelors Degree
• 3+ years experience in Sales Operations or Deal/Support Desk
• Strong cross-functional collaboration skills
• Problem-solving and analytical ability in a Sales environment
• Comfort with repetitive task support

Why Join Us?

• Competitive Salary & Benefits – Earn well while enjoying great perks
• Career Growth – Clear paths for promotions and skill development
• Supportive Work Environment – Join a team that values you
• Comprehensive Training – No experience? No problem! We’ve got you covered
• Exciting Opportunities – Be part of a dynamic and growing industry

Ready to take the next step? Apply today!

*Terms and conditions apply