Senior Associate - Sales Operations

Job Description

Position Summary:

We're looking for a detail-oriented Sales Operations Analyst to manage order-to-cash processes within Salesforce, ensuring accurate and timely processing of new orders, renewals, and contracts. This role is critical to maintaining data integrity, driving process efficiency, and partnering with Sales, Legal, and Finance teams to support revenue operations.

The ideal candidate will collaborate with cross-functional teams including Sales, Finance, Revenue Operations, Marketing, and IT to improve sales productivity and support strategic decision-making.

Key Responsibilities:

Salesforce Order Management

• Create and manage new customer orders in Salesforce based on executed customer agreements.
• Process renewal orders, amendments, upsells, downsells, cancellations, and contract modifications.
• Validate order details to ensure completeness and accuracy before processing.
• Monitor order queues and ensure timely order creation in accordance with defined SLAs.

Contract Review

• Review executed customer contracts to understand commercial terms, pricing, billing schedules, renewal terms, and contractual obligations.
• Interpret contract language and accurately translate commercial terms into Salesforce.
• Identify discrepancies between contracts and order requests and work with Sales, Legal, and Finance to resolve them.
• Ensure compliance with company policies and internal controls during order processing.

Process Improvement & Automation

• Analyze existing sales operations workflows to identify process inefficiencies and operational bottlenecks.
• Recommend and drive automation opportunities to reduce manual effort and improve data quality.
• Partner with Salesforce Administrators, Engineering, and Product teams to implement system enhancements and workflow automation.
• Participate in User Acceptance Testing (UAT) for new Salesforce features and process enhancements.
• Develop business requirements, process maps, and user stories for system improvements.
• Measure the effectiveness of implemented improvements using operational KPIs.

Cross-Functional Collaboration

• Work closely with Sales, Revenue Operations, Finance, Legal, Customer Success, and Engineering teams to ensure seamless order execution.
• Support month-end and quarter-end order processing activities.
• Assist in resolving order-related escalations and customer-impacting issues.
• Participate in cross-functional projects related to system enhancements and operational excellence.

Documentation & Governance

• Create and maintain Standard Operating Procedures (SOPs), work instructions, and process documentation.
• Ensure adherence to internal controls, audit requirements, and company policies.
• Support training initiatives for new team members and business users on sales operations processes.

Required Qualifications

• Bachelor's degree in Commerce, Finance, or a related discipline.
• 4–5 years of experience in Sales Operations, Revenue Operations, Order Management, or Business Operations.
• Hands-on experience with Salesforce CRM, including order creation and contract management processes.
• Strong understanding of sales contracts, order lifecycle, and renewal management.
• Knowledge of ERP systems such as NetSuite, SAP, Oracle, or Microsoft Dynamics.
• Experience working with subscription-based or SaaS business models.
• High attention to detail with the ability to manage multiple priorities in a fast-paced environment.
• Familiarity with revenue recognition principles (ASC 606/IFRS 15) is an advantage.
• Experience working in Agile environments and supporting UAT activities.
• Strong communication and stakeholder management skills.

Key Competencies

• Salesforce Order Management
• Contract Interpretation
• Renewal Management
• Process Improvement
• Cross-Functional Collaboration
• Stakeholder Management
• Problem Solving
• Continuous Improvement
• Customer Focus

Why do we exist?

Students are working harder than ever before to stabilize their future. Our recent research study called State of the Student shows that nearly 3 out of 4 students are working to support themselves through college and 1 in 3 students feel pressure to spend more than they can afford. We founded our business on provided affordable textbook rental options to address these issues. Since then, we’ve expanded our offerings to supplement many facets of higher educational learning through Chegg Study, Chegg Math, Chegg Writing, Chegg Internships, Chegg Skills, and more to support students beyond their college experience. These offerings lower financial concerns for students by modernizing their learning experience. We exist so students everywhere have a smarter, faster, more affordable way to student.

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Chegg is an equal opportunity employer