Business Operations and Data Analyst

Summary

ResMan’s Business Operations and Data Analyst is a cross-functional and collaborative position responsible for the management of Salesforce Communities’ customer cancellations and amendments and review of integration system errors. The Business Operations and Data Analyst ensures data between all systems is in sync, data is reconciled to the system of record and any discrepancies are addressed prior to billings being pulled for automatic billing. On the front end, the Business Operations and Data Analyst will work with the Billing, Accounting, IT Systems and Customer Success teams to ensure a seamless customer cancellation portal process and error-free integration between Salesforce and the accounting platform.

Because this position requires in-depth knowledge of ResMan systems and customers, the Business Operations and Data Analyst will be the central point in leading the self-service customer portal and system integration data review.

ESSENTIAL FUNCTIONS:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

• Lead the review, reconcile and update of Salesforce operational and reporting data to ensure integration with the accounting systems results in no errors. This includes reviewing and updating data in required integration fields prior to the monthly automation of billings.
• Research financial data discrepancies between CPQ and the accounting software such as billing units, call attention to trends, make recommendations, collect information and prepare reports
• Perform excel reconciliation between Salesforce and the accounting system after automation bills are created to identify any discrepancies in billing or integration errors.
• Help facilitate the integration of Salesforce and the accounting system’s revenue module.
• Collaborate with relevant business stakeholders to execute and improve the Salesforce Communities roadmap.
• Identify additional items and work on design to automate the cancellation and portal self-service process further in an efficient manner for scalability and customer satisfaction.
• Identify & Scope Salesforce Communities and CPQ issues with dynamic problem-solving skills.
• Provide ongoing support to the Customer Success, Billing, Sales Operations and Accounting teams including resolving cancellation questions and technical Salesforce Communities customer issues.
• Design and provide ongoing support for enhancements of the self-service portal to better the customer’s experience
• Actively and timely identifying and mapping out test criteria and test new functionality/enhancements
• Review, approve and close out cancellation amendments created through automation of customer self-service portal cancellation submissions.
• Resolve any customer cancellation questions timely and proactively
• Leverage Salesforce reports and Dashboards to assist reporting throughout the company.
• Help automate the system’s design of renewal price uplift determination with design of Salesforce CPQ rules for the IT Team

JOB REQUIREMENTS

• Bachelor’s Degree Preferred
• Intermediate excel skills required
• 2-4 years working experience, with a preference for experience in software/tech industry
• 2-4 years working experience with Salesforce and/or Salesforce Communities
• Customer support experience is preferred
• Working experience with the Salesforce CPQ tool preferred
• General Finance and Accounting knowledge preferred
• General Operations Knowledge preferred
• Ability to coherently map processes and improve process flow
• Ability to work both independently and within a team environment
• Well organized, results driven and eager to handle difficult problems
• Self-motivated with high degree of initiative and analytical and problem-solving skill
• Flexible and adaptable in regards to learning and understanding new technologies
• Experience with change and release management
• Excellent interpersonal and oral communication skills
• Ability to perform in a fast-paced, fast-changing work environment
• Have a strong desire to learn – you are energized when new features and technologies become available and eager to understand them and maximize their potential

**Applicants must be currently authorized to work in the United States for any employer.**