Business Operations Analyst I - Remote

We focus on being the best ecommerce platform, earning numerous awards for our product and workplace culture, in order to enable our customers to focus on what matters most to them: growing their businesses. We are seeking a motivated and detail-oriented individual to support the quote-to-cash (QTC) process and ensure compliance with our business model, mission, and standards.

What You’ll Do:

• Partner with cross-functional teams to ensure compliance with business standards and regulations throughout the quote-to-cash (QTC) process

• Provide exceptional service to customers, internal and external stakeholders through:

  • Multi-channel support via email/web, live-chat, and telephone

  • Proactively updating stakeholders on the status of their issues

  • Effectively navigating challenging conversations with professionalism

• Perform tasks within the areas of contracting, provisioning / fulfillment, revenue recognition, billing, accounts receivable, and collections including but not limited to:

  • Accurately configure accounts with purchased products and services

  • Research and resolve account, invoice, payment, and renewal related activities

  • Process cancellations, downgrades, upgrades, refunds, credits, etc.

  • Generate contracts, ensuring adherence to both Legal and approved deal guidelines

  • Manage enterprise and partner collections based on a collections strategy

  • Devise mutually beneficial payment solutions with customers facing delinquency

  • Partner with Sales and Customer Success in potential upsell/upgrade opportunities

• Collaborate cross-functionally on changes to processes and policies for enhanced efficiency, waste reduction, effectiveness, revenue generation, and scalable growth, including:

  • Participate in the research, design, and analysis of processes and documentation

  • Produce clear and concise reports and presentations

  • Conduct training

• Meet metrics for response time, speed, quality, accuracy, and adherence

• Document case notes quickly and accurately

• Demonstrate awareness of our international presence to ensure compliance across all geographical locations

• Perform other assigned duties and responsibilities

Who You Are:

• 3+ years of professional experience or a Bachelor’s degree and 1+ years operations or customer support experience

• Strong critical thinking and verbal/written soft skills with experience in deescalating frustrated or difficult customers

• Experience working with a SaaS eCommerce or other subscription-based company preferred

• Proven record of using operations expertise to improve quality of service and drive efficiency

• Familiarity with CRM software including Salesforce and Impartner

• Familiarity with Billing / Collections software including Zuora, Ariba, and Intacct

• Familiarity with Contracting software including Conga and Ironclad

• Familiarity with end-to-end process design, change management, and project management

• Willingness to seek help from peers to maximize potential

• Must be flexible to shift work and occasional overtime

This description is intended to serve as a summary of key duties and responsibilities and may not contain a comprehensive list of activities.

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