Senior Sales Operations Analyst – Order Management

Business Area:

Sales Operations

Seniority Level:

Mid-Senior level

Job Description: 

At Cloudera, we empower people to transform complex data into clear and actionable insights. With as much data under management as the hyperscalers, we're the preferred data partner for the top companies in almost every industry.  Powered by the relentless innovation of the open source community, Cloudera advances digital transformation for the world’s largest enterprises.

As a Senior Sales Operations Analyst, you will play a critical, dual-functioning role encompassing both commercial and operational responsibilities across all sales at Cloudera. The ideal candidate will be self-motivated, highly detailed, and thorough, possessing the ability to ask the right questions and propose strong commercial and operational advice to the field.

This is an excellent opportunity to gain valuable experience on the operational backbone of a fast-growing sales team. This is a dynamic role that directly impacts the company's ability to achieve Sales and Revenue objectives. Your demonstrated ability to execute in this role will open pathways to owning a greater level of responsibility in Sales Operations, Deal Desk, and related teams.

As a Senior Sales Operations Analyst, you will:

• Commercial Structuring & Quote Approval: Work alongside Deal Desk Managers in managing the commercial aspects of Stage 1 to Stage 6 customers. Review, advise on, and approve quotes, efficiently handling quote volumes for your assigned regions.

• Strategic Field Advisory: Partner closely with the sales teams to ask the right questions, troubleshoot issues, and propose strong commercial and operational advice to ensure deals are structured effectively and compliantly.

• Order Management & Processing: Process orders and sales operations tickets in the CRM system. Maintain a superior level of accuracy, consistency, and work quality, particularly involving order management and execution.

• Deal Calculations: Support the quoting and deal calculations process based on established policies and procedures. Perform complex deal calculations across new business, expansions, and account run rates.

• Cross-Functional Support: Communicate with sales teams to clear up missing information or inconsistencies on orders; provide continuous cross-functional operational support specific to order management.

• Training & Enablement: Deliver effective communication and training to sales, renewals, consulting, and training teams on all quote-to-cash processes and policies.

• Customer Service: Respond to sales inquiries and/or questions relating to orders, order fulfillment, confirmations, and general customer service questions.

• Systems Expertise & Troubleshooting: Build proficient expertise in the CRM system and related tools, adding value, scale, and speed to the selling process in the creation of quotes and orders. Troubleshoot issues and recommend fixes to processes and workflows.

• Quoting Tool Point of Contact: Act as the primary liaison for quote creation issues and collaborate with the Field Systems team for technical issues and enhancements.

• New Product Introductions: Assist Sales Operations with rolling out new products, working collaboratively with Product Marketing, Finance, and other teams on new pricing and packaging.

• Data Integrity: Manage data in Salesforce.com and related tools, including auditing and resolving data integrity issues.

• Reporting: Develop reports and dashboards in the CRM in support of sales visibility.

• Policy Implementation: Work closely with the Finance and Legal teams to execute, build, implement, and apply required policies and processes.

• Process Improvement: Actively contribute to the continuing improvement and refinement of Sales Operations support, Deal Desk alignment, and quote-to-cash processes alongside local and global operations teams.

We’re excited about you if you have:

• Education: BA/BS or equivalent degree required.

• Experience: Minimum 7 years’ operational and/or commercial experience. Experience in dynamic software and subscription companies is highly desired.

• Language Skills: Language proficiency in Korean and/or Japanese is a distinct advantage to collaborate with the regional teams.

• Systems Knowledge: Salesforce.com and CPQ experience preferred, or equivalent robust systems experience.

• Commercial Acumen: Proven ability to partner with sales, ask insightful questions, and deliver detailed, strong commercial and operational recommendations.

• Work Ethic: Self-motivated, able to work independently as well as contribute strongly to a team. High level of accountability; willing to take ownership and solve problems.

• Agility: Ability to multi-task, quickly change pace on a moment’s notice, juggle multiple responsibilities, and manage a high volume of transactions.

• Communication: Strong communicator who places a high value on customer service and cross-functional collaboration.

• Execution: Dedication to excellent customer service, timeliness, thoroughness, and the ability to perform flawlessly under tight deadlines.

• Culture Fit: Team player who understands that success rests on helping others to be successful. Passionate about Cloudera and our opportunity, and driven to succeed.

What you can expect from us:

• Generous PTO Policy 

• Support work life balance with Unplugged Days

• Flexible WFH Policy 

• Mental & Physical Wellness programs 

• Phone and Internet Reimbursement program 

• Access to Continued Career Development 

• Comprehensive Benefits and Competitive Packages 

• Paid Volunteer Time

• Employee Resource Groups

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