Senior Customer Business Operations Analyst

About This Team

The Customer Business Operations - Sales team (CBO-Sales) supports Cloud Software Group's critical opportunity to order systems and business processes. Our responsibilities include Master Data Management (MDM), Customer and Partner Relationship Management (CRM/PRM) system and process support, and transactional execution including quoting (CPQ). We operate in a dynamic, rapidly evolving environment centered on process improvement and efficiency gains. Successful team members are adaptable, embrace ownership, and are results-oriented.

Job Description

The Senior Business Process Operations Analyst (IC3) leads process improvement initiatives to optimize workflows and achieve organizational goals. This includes analyzing current processes, developing solutions, and implementing updated procedures.

Success in this role is determined by providing exceptional customer support-specifically regarding turnaround times (TAT) and quality assurance-enhancing key efficiency metrics, and fulfilling success criteria for designated improvements and projects.

Key responsibilities involve the accurate and timely management of support tickets for Oracle CRM/PRM and CPQ systems and associated business processes. The position also requires continuous review and enhancement of these systems and processes. Collaboration across teams and data analysis are critical aspects of this role.

Core Responsibilities:

• Provide Level 3 support and serve as the primary escalation point for CRM/PRM support tickets.

• Execute quality assurance reviews and provide coaching to CRM Level 1 & 2 Support Teams.

• Ensure timely and accurate assignment and completion of support tickets.

• Conduct ongoing system maintenance, including data imports, updates, cleansing, and rules maintenance.

• Manage all aspects of process documentation, implementation, testing, and redesign.

Process Improvement and Analysis:

• Analyze process data to identify trends and develop data-driven recommendations for enhancements.

• Conduct comprehensive evaluations of current processes to pinpoint areas for improvement, bottlenecks, and optimization opportunities.

• Lead process improvement initiatives to streamline workflows and meet organizational objectives.

• Define test scenarios, actively participate in testing, and deliver training for new support processes.

• Collaborate with cross-functional teams to gather requirements and facilitate workshops, ensuring alignment and consensus.

Skills and Experience:

• Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions

• Excellent communication, presentation, and interpersonal skills to effectively collaborate with stakeholders at all levels

• 5+ years of experience in CRM/PRM (Lead & Opportunity Management, Partner Programs), CPQ (Quoting), and process analysis.

• Entry-level proficiency in SQL (or similar database query languages) and/or advanced-level proficiency in Microsoft Excel.

• Basic experience in process design, implementation, and improvement.

• Introductory experience managing small to medium-sized projects.

• Bachelor's degree in a related field (e.g., engineering, business administration, operations management).

Nice-to-Haves

• Experience with Oracle CRM, CPQ, or ERP platforms.

• Proficiency in process redesign and testing.

• Experience with BigData (Google) and Looker (Business Intelligence)

About Us:

Cloud Software Group is one of the world's largest cloud solution providers, serving more than 100 million users around the globe. When you join Cloud Software Group, you are making a difference for real people, each of whom count on our suite of cloud-based products to get work done - from anywhere. Members of our team will tell you that we value passion for technology and the courage to take risks. Everyone is empowered to learn, dream, and build the future of work. We are on the brink of another Cambrian leap -- a moment of immense evolution and growth. And we need your expertise and experience to do it. Now is the perfect time to move your skills to the cloud.

Cloud Software Group is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, sex or gender, sexual orientation, gender identity, gender expression, ethnicity, national origin, ancestry, citizenship, religion, genetic carrier status, disability, pregnancy, childbirth or related medical conditions (including lactation status), marital status, military service, protected veteran status, political activity or affiliation, taking or requesting statutorily protected leave and other protected classifications.

If you need a reasonable accommodation due to a disability during any part of the application process, please email us at AskHR@cloud.com for assistance.