Job Title

What You’ll Do: Queue & Case Management (Core KRA) Own and actively manage erroneous contract queues, ensuring timely assignment to the team and driving resolution within defined SLAs Monitor and manage approval queues across Salesforce CPQ, Ironclad, and other deal-related systems, ensuring approvals move efficiently and blockers are addressed proactively Oversee support intake via Slack, JSM, and email, ensuring tickets are triaged, assigned, tracked, and resolved effectively Identify aging items, recurring issues, or bottlenecks across queues and escalate risks proactively to RevOps leadershipSales Enablement & Stakeholder Collaboration Partner closely with Sales and Sales leadership to support active deal cycles and unblock issues quickly Coordinate with Finance, Legal, and RevOps leadership to resolve deal exceptions and approval delays Reinforce best practices around deal structure, approvals, and administrative requirements with Sales teamsProcess Excellence, Tooling & Analytics: Own team KPIs and dashboards (e.g., cycle time, SLA attainment, backlog, error rate, escalations, Sales satisfaction); communicate performance and trends to leadership weekly Standardize and continuously optimize workflows in Salesforce and related systems (e.g., CPQ, eSignature, and Ironclad); champion adoption of AI-assisted workflows and best practices Drive operational projects/initiatives to improve throughput, accuracy, and Sales experience, document SOPs, and wiki playbook Maintain a strong working knowledge of Finance policies (e.g., Booking and Commissions rules) and ensure consistent application and training across the team Enforce governance, including approval matrices, delegation of work, and wiki playbook adherence; ensure well-documented audit trails Implement quality control checks; drive measurable reductions in rework/error rates and time to resolutionTeam Leadership & People Management: Manage SPOT Help - stakeholder query management process and contract erroneous queue assignments, ensuring closure of all cases per TAT Ensure availability for yourself and the team during odd hours to support timely deal closures and provide instant support to Sales during EOM/EOY Manage team capacity, scheduling, and coverage to meet SLAs across time zones and sales segments Own onboarding and ramp plans for new hires; drive ongoing skills development and certification on contracting policies and tools Lead, coach, and develop a team of Revenue Operations Support reps; set clear goals, provide regular feedback, conduct performance reviews, and build strong career paths Serve as the escalation point for complex requests and exceptions; make sound judgment calls and escalate to senior leadership as needed Lead monthly contracting office hours and participate in QBRs; facilitate contracting training and refreshers for the team Assist with recruitmentRequirements: 5+ years of experience in contract management, deal desk, sales operations, finance, or related fields, with demonstrated progression 2+ years of people leadership (team lead, supervisor, or manager) preferred; strong mentorship track record required Comfortable working night shift (6:30 pm to 3:30 pm) Bachelor’s degree with strong academic performance Proficiency with Salesforce is strongly preferred; experience with CPQ, eSignature (e.g., Adobe Sign/DocuSign), and Ironclad is a plus Comfortable leveraging AI tools and prompts to increase speed and quality of work Excellent communication (written and verbal), stakeholder management, and conflict resolution skills; comfortable presenting to senior leadership Strong business acumen, ethics, and judgment; proven ability to solve problems independently and at pace in a dynamic environment Exceptional time management and prioritization; flexible working hours; able to manage multiple projects while responding to rep requests and meeting deadlines Advanced skills in PowerPoint, Word, Excel, Outlook, and Adobe; familiarity with internal support channels (e.g., #SPOTHelp/Erroneous contracts management) is a plus