Enterprise Operations Support Specialist

Your future team:
Were hiring an Enterprise Operations Support Specialist, reporting to our Enterprise Operations Support Manager. In this role, you will play a critical cross-functional role in fulfilling transactional billing, invoicing, licensing, and SOX compliance functions.

• Provisioning cloud licenses following the sale of Atlassian’s newly integrated products and hybrid product bundles.
• Assisting the Accounts Receivable, Revenue Recognition, and Credit & Collections teams by answering questions about specific contracts and quotes.
• Ensuring that contract and quote data is maintained in CRM systems throughout the lifecycle of sales opportunities.
• Supporting the fulfillment of Atlassian’s monthly SOX compliance and reconciliation processes.
• Manually creating and sending order confirmations to Atlassian’s customers and channel partners after contracts are executed.
• Collaborating with Atlassian’s Cloud technical support teams, engineers, and Analytics organizations to troubleshoot or update account-specific data.
• Supporting Cloud customers with general billing, invoicing, and licensing questions.
• Supporting Atlassian sales teams, customers, Partners, engineers, and other technical support groups with provisioning Cloud product trials.
• Assisting internal Atlassian teams by locating and sending them copies of contracts, quotes, and invoices.
• Assisting with account reconciliation processes at the end of every month.
• Creating manual sales orders and updating contract and quote data in Oracle Fusion or other order management software.
• Partnering with Enterprise Deal Management team members, including Analysts, Managers, and Team Leads to assign support request tickets to their regional teams.

• Must be willing to join video chats daily to support stakeholders, peers, management, customers, and partners.
• Outstanding verbal and written communication skills.
• Must be highly proficient in Excel, including manually creating ad hoc formulas to calculate contract pricing.
• Strong ownership for resolving sales cycle issues related to quoting, document control, document assembly, signatures, and provisioning.
• Must have a working knowledge of Confluence and sales service desk tools.
• BS/BA in Business, Finance/Accounting, Economics, or a related discipline.
• Minimum 3+ years of experience in any of the following: Order Management, Sales Contract Support, Knowledge Management, Deal Desk, Deal Management, Sales Quoting Support, or Revenue Operations.
• Must have at least one year of experience providing direct customer support.
• Strong customer service background, the ability to work under tight deadlines, and experience balancing many support requests simultaneously.
• Bonus points for knowing about Oracle Fusion.
• Must be familiar with order management practices and processes.

It would be great if you also have:

• A working knowledge of Salesforce.
• Experience using Oracle Fusion.