Order Management Specialist – Sales Operations & Order Management Specialist at Intuit (2024-05 – Present)
Drive customer onboarding by ensuring timely activation and order accuracy to support ramp-up success. Deliver multichannel support to enhance adoption, satisfaction, and operational excellence.
- Onboard and mentor new hires by training them on order workflows, Salesforce usage, queue management, SOPs, and best practices.
- Provide multichannel support (phone, email) for 20–30 customer interactions daily, managing case flow through Salesforce queues, Slack channels, and Unthread threads to ensure timely resolution.
- Resolve 20–30 order discrepancies per week by collaborating with Sales, Order Management, and Billing through Slack and Unthread, reducing activation delays and improving customer outcomes.
- Maintain and optimize Salesforce data across opportunities, quotes, and accounts, supporting partner performance tracking and overall CRM accuracy.
- Create and maintain templates, job aids, and process documentation, sharing updates across Slack channels and team knowledge hubs to support consistency and efficiency.
- Test and validate new process improvements and system updates, documenting findings and coordinating feedback through Slack and Unthread to increase operational accuracy and reduce defects by 10–15%.
Senior Sales Support Specialist/Team Lead at Cloud Software Group/Citrix Inc. (2023-01 – 2024-11)
Detail oriented sales operations specialist with expertise in transaction management, deal structuring and process optimization. Adept at collaborating with cross functional teams, leveraging Salesforce tools and ensuring compliance with internal policies. Skilled in pricing strategies, quoting processes and guiding sales teams to streamline revenue workflows.
- Leveraged Salesforce to streamline sales processes, manage customer relationships, and track sales activities, resulting in a 25% increase in sales efficiency.
- Developed and delivered training materials and Standard Operation Procedures (SOPs), enhancing sales support efficiency and mentoring team members, leading to 15% improvement in system utilization.
- Developed and sustained relationships at all levels of internal departments, including Customer Service, Revenue Operations, Order Management, and Legal.
- Conducted User Acceptance Testing (UAT) to verify accuracy of training documentation, ensuring clarity and effectiveness in sales enablement processes.
- Assisted in pricing analysis and structured quote creation ensuring competitive and accurate pricing for partners and customers.
- Realized 25% increase in customer satisfaction by assisting with deal structuring to develop tailored quotes for large deals.
- Assisted sales teams in completing RFPs (Request for Proposals), ensuring timely and accurate submissions while adhering to client requirements and company guidelines.
- Managed high volumes of sales exceptions and quote requests, ensuring SLA Compliance and maintaining 98% accuracy rate in transactions.
- Led training sessions for partners, improving understanding of Cloud Software Group programs and promotional offerings.
Customer Success Sales Strategist at Cloud Software Group/Citrix Inc. (2020-01 – 2023-01)
Served as business development and pre-engagement lead for global premium support offerings and Customer Success Services.
- Transformed $18M annual business into $130M business within 3 years.
- Led global rollout of Priority Services Program from a pre-sales' engagement perspective.
- Engaged with LATAM, Enterprise and Commercial customers to develop tailored support solutions that met business needs and expectations.
- Collected customer requirements and established internal parameters to align with client needs while supporting Citrix's annual revenue growth.
- Prepared weekly forecasts per quarter and strategized with overlays to overachieve in respective regions.
- Provided partners with comprehensive training and resources to improve their ability to deliver exceptional customer support.
- Collaborated with partners to identify and address potential challenges, ensuring seamless service delivery and customer retention.
Field Services Education Account Manager at Citrix Inc. (2015-07 – 2020-01)
Oversaw revenue growth through promotion of educational classes and sales initiatives along with strategic sale of Citrix Training Passes and tailored statements of work across diverse client base. Analyzed and seized incremental business opportunities, conducted proactive outbound service calls, and leveraged Salesforce.com to collaborate with sales teams and leads.
- Contributed to revenue generation through Education Sales for Citrix Customers by crafting compelling proposals and performing in-depth analysis of customer base.
- Consistently met or surpassed monthly and annual sales targets by effectively leveraging Citrix products, solutions, and technologies.
- Managed and sustained $10M annual book of business consistently over multiple years, demonstrating strong financial oversight and strategic account management.
- Undertook comprehensive research to identify, select, and implement new product catalog solutions, aligning with industry best practices for optimal outcomes.
- Fostered collaborative relationships with key stakeholders, including services relationship director, field sales personnel, and partners to preemptively address potential challenges and capitalize on emerging opportunities.
- Played pivotal role in training and mentoring peers, contributing to collective expertise of field services sales teams.
