Sales Operations, Order Management, Contract Analyst, Supervisor

Jacob St. Amand

**** * *** **, ********, CO 404-***-**** ******@*****.***

PROFESSIONAL EXPERIENCE

Salesforce Denver, CO

Principal Contract Analyst March 2023 - July 2023

Aided in the integration of Slack products and processes into the larger Salesforce Core infrastructure. Provided scenarios, requirements, enhancement recommendations and user acceptance testing related to Slack processes

Functioned as the team lead for the former Slack Order Management team, now reporting to the Director of Sales Operations due to the acquisition of Slack by Salesforce.

Trained the team in new skills required for Sales Operations, such as Annual Contract Value analysis, contract generation, and Sales Support case management. Served as the primary point of contact for escalations and approvals

Resolved contracting issues for Account Executives related to Salesforce Apttus errors, system limitations and manual workarounds required for unique Slack processes

Created Slack contracts for highest value accounts (>$1 million Annual Contract Value) and bundled Salesforce contracts, which required alternate manual processes and increased cross-departmental collaboration

Served as primary processor of Slack for Government contracts, a product which requires additional security clearance and increased scrutiny around provisioning and compliance

Provided on call support for Sales at month-end/quarter-end for highest value accounts and assisted in quickly and accurately updating contracts during negotiations

Slack Technologies (Acquired by Salesforce) Denver, CO Global Order Management Supervisor Aug 2022 - March 2023

Managed team of four Order Management Analysts in North America and EMEA, assisting them in navigating the complexities of Slack’s Order Management processes while also facilitating career growth

Served as the primary contact for escalations by partner teams such as Sales, Accounting and Customer Success, creating a buffer for the Individual Contributors on the team to focus on the work important to them

Proactively addressed potential conflicts between Operations and partner teams by arranging recurring cross-departmental meetings, outlining areas of improvement needed by all teams and opening the lines of communication between managers to allow for easier paths to escalation

Served as the biggest advocate for Order Management Analysts in a fast-paced environment, with increased attention given to month-end/quarter-end duties and overtime expectations. Improvements were made through proactive shift scheduling, preemptive meetings with partner teams to outline escalation paths, and setting reasonable SLA expectations Revenue Operations Analyst June 2021 - Aug 2022

Reviewed and processed new business, renewal and re-contract opportunities for Slack invoicing customers, with focus on efficient and accurate order processing to meet month-end and quarter-end deadlines

Coordinated training of new hires by creating detailed training plans, process documents and recorded training sessions

Processed manual contract amendments to facilitate invoicing for Slack’s largest customers and multi-year contract structures

Responsible for contract corrections necessary in Workday Financials, assisting both the Accounting and Customer facing teams to ensure accurate and timely contracting and invoicing

Drove process and policy improvement with focus on scalability as orders increase in volume and complexity, collecting and providing feedback and suggestions to partner teams and Operations management

Offered operational guidance on complex strategic deals in coordination with Sales Ops, Revenue Recognition, Legal and Sales teams

Responsible for monthly Order Management reports submitted to the Accounting team and subject to audit for SOX compliance

Vertafore Denver, CO July 2019 - June 2021

Operations Specialist

Processed purchase orders, decommissions, invoice corrections, and contract corrections utilizing Salesforce CPQ and NetSuite

Drove continuous process improvement and standardization through communication with managers and executives, detailed process documentation and enhancement recommendations

Assisted with system enhancement implementation through User Acceptance Testing in sandbox environments of NetSuite and Salesforce

Trained new employees on processing methods, business requirements and general company practices

Served as a Subject Matter Expert on case process requirements and contract terms, assisting the Accounts Receivable, Customer Success and Sales teams in a variety of scenarios across a wide range of products Accounts Receivable Specialist June 2018 - July 2019

Navigated multiple systems to resolve customer billing issues and contract termination requests

Coordinated customer calls with Account Managers, Data Analysts and Customer Success Managers to resolve account reconciliations

Trained new employees and colleagues on billing practices, contract research and effective communication Hugh Hogdson School of Music Athens, GA August 2017 – May 2018 Audio Engineer

Provided professional quality audio recording and video streaming services for student, faculty, and guest artist recitals

Utilized state-of-the-art hardware and software to ensure high-fidelity audio transport UGA Economics Department Athens, GA January 2017 – August 2017 Economics Tutor

Tutored students in introductory and intermediate level economics courses

Responsible for setting hourly prices and handling all transactions with students EDUCATION

The University of Georgia, Terry College of Business - Athens, GA August 2014 - May 2018 Bachelor of Arts in Economics, Magna Cum Laude

SKILLS

Proficient in Microsoft Excel, Salesforce (Apttus, CPQ, case management), Workday Financials, Slack (workflows, automated tasks, channel management) and Netsuite

Excellent verbal and written communication skills, clear and concise with aptitude for training others

Forward thinking mindset focused on process improvement as it relates to larger business goals and scalability

Confident leader with the ability to quickly resolve escalations in a calm and collected manner

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