• Analyzing and validating CPQ quotes on salesforce lighting and sending it for booking thru Sales or ELA to the (Order management team).• Resolving pricing and products discrepancies for quotes and orders received thru SFDC service request.• Case management functionality is integrated thru SalesForce.com to manage the service requests sent by internal departments (Stakeholders)• Salesforce Case Management allows us to record, track and solve customer issues by sales, service, and support.• Strictly Adhere to the SLA in conjunction with Customers, partner and stakeholders over queries pertaining to license, Qty, Purchase Order, booked order, subscription, and any pending deals.• Maintaining and customizing operational reports and dashboards in Salesforce • Assisting the Deal Desk team in ensuring accuracy of sales quotes, simplifying the workflow of the deal agreement process, and designing of service contracts for all license and subscription• Also Support deal Desk team on high value deals thru data correction and streamline sales process• Provide a general view of all services a customer is subscribed with Distributors and resellers during weekly calls and meets.• Support business users across Customer Operations by applying knowledge in Oracle ERP 12g: Order Management, Service Contract, Install Base, and TCA (Customer Master).• Dealing with customer’s queries & requests thru Renewal sales team adding product to service contract, changing service level, date change, adding products, terminating products etc.• Our renewals Quoting team manages the day-to-day contract creation and Deal approval processes meet with sales teams, communicate via documented business case, with various corporate stakeholders (EDA, Deal Desk, GSS, Licensing, Order Management, and Accounts Renewal) to articulate deal value in a consistent manner. • Assist the Enterprise License Agreement Team with customer license Qty adjustment, end date amendment and fix any ELA Qty discrepancy.• Analyze and advise the Enterprise License Agreement Team with correct information on Instances which require ELA Support (SNS)• Assist the OEM Royalty Support Team with and support subscription entitlement end date extension thru service contracts• Analyze and provide accurate advice to the Enterprise License Agreement (ELA) team with regards to customer licenses end date discrepancy during the ELA period.• Hands-on knowledge on JIRA Application and Slack Tool for different purposes such as project management, issue tracking, bug tracking etc.
Listed skills include Requirements Analysis.
