Job Description

Revenue Operations Business Operations Analyst

Zendesk is seeking a highly motivated individual to develop and execute internal communications to support internal process improvements aimed at scaling the Global Revenue Operations (RevOps) team. This position will support the company’s multi-billion revenue plan by consistently producing a variety of enablements through emails/Slack, quick start guides, FAQs, videos and virtual training sessions. This person will then execute a cohesive communication and training approach to ensure these tools are well understood and adopted.

Responsibilities:

• Ability to report data for key projects via Zuora, Salesforce and SQL to make informed, key decisions on cross-functional projects

• Manage program deliverables, scope and expectations for product migrations

• Own key SKU migrations for various product and pricing initiatives within billing systems

• Build strong relationships with cross-departmental teams, including Sales Operations, IT, Engineering and Product Development, as a primary Point of Contact (POC) for the worldwide Revenue Operations team

• Utilize project management tools to provide timely updates on internal projects, product releases, and roadmaps (ie. Smartsheet)

• Identify and implement continuous improvement initiatives to optimize operational processes

• Assist in the preparation for product launches, including participating in system testing and documentation for deeper understanding of enablement requirements

• Document system workflows and process improvements relating to quoting, billing and provisioning processes / systems

• Provide business requirements for system workflows and process improvements necessary to automate and scale quoting system, billing and provisioning processes (among others)

• Identify ways to correlate enablement with key finance metrics such as Failed Finance Audit (FFA) rate improvements or improved employee ramping

• Ability to learn and influence virtually in a remote environment
  

Required Qualifications and Experience:

• 3+ years of experience with financial systems focusing on the commerce-to-cash process, as well as corporate experience and/or systems consulting background

• Bachelor's degree in Finance, IT, Business Administration, or closely related field

• Ability to be a self-starter as well as working closely with teammates and absorbing knowledge from others to develop key learnings to share with the broader team

• Proficient in SFDC, SQL, BigQuery, Snowflake and/or Zuora reporting

• Strong analytical, problem-solving, and organizational skills

• Comfortable with reporting, analyzing and visualizing data

• Understanding of Quote to Cash processes and systems

• Hands-on experience with Salesforce, CPQ and Zuora

• Superb cross-functional experience and strong collaborative skills and the ability to work with all levels of management and across multiple and varied functional teams

• Must have the ability to synthesize and simplify knowledge of complex solutions, handle ambiguity with ease

• Ability to understand complex system architecture in which data flows between interconnected systems, managed by different teams

• Experience with system implementations and user acceptance testing and associated documentation

• Detail oriented yet can visualize and communicate the big picture as required

• Understand business transformation & change management

• Excellent verbal and written communication skills. Ability to communicate complex scenarios and topics to team and supervisors in a clear, logical manner

• Strong knowledge of G-Suite and Zoom applications

• Ability to critically think through and communicate complex scenarios / topics in a clear, logical manner

• Solid attention to detail; excellent organization skills with the ability to balance numerous projects and meet tight deadlines in a fast paced environment

• Technical aptitude with the ability to learn new technology quickly

#LI-ML12

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience
Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love. We advocate for digital first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.