Technical Support Representative

POSITION SUMMARY 

As a member of the UpKeep Finance team, the Deal Desk Analyst acts as a trusted advisor to the sales team, and serves as the primary point of contact across various functions for deal structures and booking, and revenue compensation plan administration.

The deal desk and compensation analyst works closely with all departments on their respective responsibilities throughout the sales process to contribute to team alignment. This includes ensuring deals are correctly constructed, offering guidance on pricing to maximize revenue, and addressing complexities around the non-standard contract terms while ensuring the whole process is carried out promptly. 

This role is also responsible for providing key operational and systems support for our GTM variable compensation programs, including managing and distributing accurate revenue compensation data monthly for payroll, collaborating with business partners to ensure accurate employee compensation information, and delivering process improvements in order to scale and meet the needs of our growing revenue organization. 

Process improvement, active collaboration with key stakeholders, ability to manage confidential data, acting as a trusted business partner, data accuracy, operational support, clear communication and strategic deal execution are key to this role.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES  

Deal Process Optimization:

• Evaluate and streamline end-to-end deal processes to enhance efficiency and accuracy.
• Implement best practices for deal structuring and pricing within the Zuora and SFDC ecosystems.
• Work closely with sales, finance, and legal teams to ensure compliance with company policies and industry regulations.

Zuora and SFDC Integration:

• Utilize your expertise in Zuora and SFDC to drive seamless integration between the two platforms.
• Troubleshoot and resolve issues related to data flow and synchronization between systems.
• Collaborate with Finance/RevOps/Sales and development teams to implement custom solutions and enhancements.

Data Analysis and Reporting:

• Generate regular reports on deal metrics, providing insights to support decision-making processes.
• Identify trends and anomalies in deal data, offering recommendations for improvement.
• Contribute to the development of dashboards and analytics tools to enhance visibility into deal performance.

Cross-Functional Collaboration:

• Work closely with sales, legal, finance, and operations teams to gather requirements and ensure alignment with business objectives.
• Provide training and support to sales teams on deal desk processes and system usage.
• Act as a liaison between business users and technical teams to address system-related issues.

EXPERIENCE  

• Bachelor’s degree in Business, Finance, IT, or a related field.
• Proven experience in deal desk operations, with a focus on Zuora and SFDC platforms.
• Strong understanding of subscription-based business models and revenue recognition principles.
• Excellent analytical and problem-solving skills.
• Effective communication and collaboration skills with the ability to work across diverse teams.
• Experience with system integrations, data migrations, and custom configurations within Zuora and SFDC. 

KNOWLEDGE 

• Demonstrated familiarity with the SaaS/B2B Industry - Deal Desk, Order Management, Finance Operations, Sales Operations, Sales Compensation experience preferred
• Demonstrated ability to partner with GTM teams, Finance and other cross functional departments
• Revenue recognition rules
• Highly organized, customer-focused, innovative and strong attention to details
• Excellent communicator, self-aware, transparent, professional, and open to feedback
• Ability to multitask and prioritize at times of high volume
• Ability to prioritize and effectively manage distractions
• Strong quantitative skills

DESIRED BEHAVIORS 

• Receptive to change – is flexible. Seeks and adopts improved approaches and processes.
• Initiates action – is results oriented, takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
• Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results and takes remedial action where necessary.
• Technically proficient – able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs. 
• Takes responsibility for own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn. 
• Communicates ideas – respectfully exchange information and proposes a way forward. Listen to views of colleagues and take in diverse perspectives. 
• Works collaboratively – shares knowledge and information, fosters teamwork and contributes to a positive work environment where people want to come to work.  
• Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values. 
• Act as a good citizen of UpKeep.

At UpKeep, we celebrate and support our differences. We know employing a team rich in diverse thoughts, experiences, and opinions allows our employees, our products, and our community to flourish. UpKeep is honored to be an equal opportunity workplace. We are dedicated to equal employment opportunities regardless of race, color, ancestry, religion, sex, national orientation, age, citizenship, marital status, disability, gender identity, sexual orientation or Veteran status.