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Instructure is seeking a Senior Analyst for Global Shared Services to manage escalations, handle complex sales operations processes, and optimize workflows for internal stakeholders. This role sits at the intersection of sales operations, deal management, and strategic process improvement.
Key responsibilities include:
**Sales Onboarding & Offboarding Support**: Handle escalations and complex issues related to sales onboarding/offboarding, including workflow concerns such as incorrect account ownership, Salesforce automation errors, and territory logic changes. Collaborate with IT and third-party vendors to troubleshoot issues in Clari and other platforms.
**Compensation & Commissions Support**: Manage mid-to-high complexity queries, audits, and requests related to compensation and commissions. Work closely with the core team to resolve escalated issues, perform root cause analysis, identify trends, and develop process enhancements to improve efficiency and SLA compliance.
**Deal Desk & Pricing Audits**: Handle escalations and complex deal-related queries, including pricing calculations, discount structures, and revenue allocations. Audit new logos, renewals with upsells, and deal splits to ensure accuracy and compliance. Manage escalated requests, conduct quality checks on analyst resolutions, and recommend automation or process improvements.
**Territory & Opportunity Management**: Handle escalations related to territory assignments and support opportunity deal requests, including quota splits, ownership management, and stage updates. Conduct audits to ensure data accuracy and compliance.
**Sales Tools Administration**: Support setup of users within multiple sales tools such as LinkedIn Sales Navigator, Clari, Outreach, and Salesforce. Address escalations related to tool access, configurations, and troubleshooting.
**Audit & Compliance**: Conduct audits for high-complexity deal types, review analyst work, and perform in-depth validations of pricing and contract structures to ensure compliance and identify improvement opportunities.
**Strategic Initiatives & Reporting**: Manage CFO-aligned projects, create and refine Standard Operating Procedures (SOPs), and oversee creation of reports and dashboards for leadership insights.
**Requirements:**
- Experience supporting and handling escalations for user management and profile setup within sales tools (Clari, Tableau, Salesforce, CRM platforms)
- Proficiency in Tableau and Salesforce dashboards, reporting, troubleshooting, and backend support
- Deal Desk support experience, including handling escalations and resolving errors related to quotes, pricing, opportunity splits, and order forms
- Knowledge or experience in renewals support
- Strong understanding of Sales Operations (SaaS operations), Rules of Engagement, and Audit Processes
- Proficiency in Salesforce Tool Navigation (Accounts, Opportunities, Reports), Data & Analytics, and Salesforce Admin functions
- Experience using ticketing systems like Zendesk, Jira, or ClickUp
- Mid-to-intermediate-level reporting skills, including Salesforce report creation, Lucidchart workflows, and Google Sheets (basic formulas) & Slides
- Experience handling escalations related to sales tool setup and troubleshooting
- Strong attention to detail, analytical skills, and ability to systematically organize and innovate solutions
**Preferred Skills:**
- Salesforce intermediate skills, including troubleshooting, user role setup, logic automation, and CPQ configurations
- Project Management skills (Jira, Zendesk, ClickUp, Confluence, Asana)
- Basic knowledge of Salesforce automation logic and workflow builds
- Six Sigma certification
