Sales Operations Analyst

Overview

Sales Operations Analyst working night shift as the first point of contact for the US AE and SDR teams on the sales tech stack, supporting reps, administering systems and protecting data quality.

What you'll do

• Act as the primary contact for rep questions on the sales tech stack, resolving the issue or unblocking the rep within agreed response times.
• Direct reps to the agreed support channels so requests are visible, trackable and patterns in support needs can be spotted.
• Communicate across departments to unblock reps, stating the requirement and urgency, following up to resolution and keeping the rep informed.
• Onboard and configure all new hires on the tech stack (access, licences, setup, readiness) by agreed deadlines, and maintain the onboarding readiness tracker and tech stack evaluation checklist.
• Maintain rep-facing documentation in Confluence, including FAQs, process guides, tool documentation and training materials, and update them as processes and tools change.
• Deliver training sessions and ask-me-anything (AMA) sessions to reps, including for new tool launches and go-lives, keeping content current.
• Share a daily handover of open and closed items, blockers and risks, on time, every working day.
• Work independently during your shift, resolve rep questions without escalating wherever possible, escalate urgent issues straight away through the agreed route, and log everything else in the daily handover.
• Handle DocuSign and billing system requests before billing is set up so closed deals are not delayed.
• Run closed account checks and make corrections so deal and account records are accurate before they move downstream.
• Support sales teams through billing system changes and go-lives with clear guidance and documentation.
• Administer Jira, including projects, workflows, automation rules, request templates, automated responses, permissions and the sales operations request queue.
• Maintain and optimise the tech stack, including Jira, Custom CPQ, DocuSign, Highspot, Outreach, RingCentral, Gong, Zoom, Qualified and Confluence, with regular tool hygiene checks.
• Administer Gong, including user and domain settings, and investigate recording issues.
• Evaluate new releases and technology, test and roll out approved changes within agreed timelines, and present recommendations.
• Find the root cause of recurring issues and fix it with a process, automation or documentation change.
• Govern Salesforce data across leads, opportunities and accounts, and perform bulk updates.
• Own the review and correction of sync issues between Outreach and Salesforce.
• Own recurring daily, month-end and quarter-end tasks to fixed dates, including clearing exceptions, checking closure accuracy, updating currency rates and maintaining dashboard filters.
• Fulfil ad-hoc reporting and dashboard requests in Salesforce.
• Act as a functional expert in sales operations: own, document and improve ops processes, streamline workflows and ensure SOPs are followed.

What you'll need

• Bachelor's degree.
• Minimum of 2 years of experience in sales operations or a related function.
• Strong understanding of how SaaS organisations operate and scale.
• 2+ years of Salesforce experience, including bulk loads, data governance, leads, contacts, accounts and opportunities, and building and maintaining reports and dashboards.
• 2+ years of experience administering Jira, including workflows, automation rules and request templates.
• Experience owning and administering a sales tech stack, including onboarding users and supporting them directly.
• CPQ experience.
• Experience supporting quote, contract or billing processes, such as DocuSign or a billing system.
• Excellent written communication and problem-solving skills, with a track record of writing clear documentation.
• Responsive and service-minded, with strong attention to detail, a process-driven approach, and the ability to prioritise multiple requests.
• Working knowledge of Salesforce opportunity stages and the sales tech stack, enough to answer most rep questions without escalating.
• Willingness to work extended hours during periods of high demand, such as quarter-close or year-end.

Nice to have

• An MBA.
• Hands-on administration of Outreach, Highspot, Gong or RingCentral.
• Salesforce Administrator certification.
• Experience building automation, for example Jira automation rules or Salesforce Flow.
• Experience delivering training to sales teams.
• Experience evaluating new technology and presenting a recommendation.

Details

• Location: Hyderabad, Telangana, India.
• Night shift hours: 8:30 PM - 4:30 AM IST (US Winter) and 7:30 PM - 3:30 AM IST (US Summer).