Customer Support Analyst jobs in Wilmington, NC

About our Business

21CS is an international software development company, with our U.S Center of Excellence and Development Lab located in North Carolina.

We develop and maintain Mainframe-based software products, partnering with leaders in the Z industry, to service our global customer network. We provide innovative, modern solutions aimed at growing and revitalising the Z platform.

About the role

The Sales Operations Analyst position is an exciting new role in the VSEn sales organization at 21CS. Your primary responsibility will be supporting the VSEn Sales team in their efforts to maintain and grow customer relationships. Through this work you will play a key role in understanding the needs of our customer-facing teams and will work to create and implement solutions that drive continuous improvement. As the Sales Operations Analyst, your aim is to deliver top-notch support to the Sales Team by ensuring that processes, systems, and work output are delivered accurately and consistently in line with their needs.

Responsibilities

• Become an operational partner for our Sales Team assisting with pre-sales analysis and document creation, reporting, data insights, and ad-hoc operational requests
• Responsible for data aggregation, calculation, and preparation of accurate quotations in conjunction with and support of the Sales organization
• Become the principal point of contact for the Sales team for all sales productivity, tech stack and opportunity management related requests
• Support HubSpot and NetSuite based Quote to Cash processes, helping us optimize our environment for a frictionless and intuitive user experience
• Participate in both maintenance and evolution of systems critical to the execution of our Quote to Cash processes
• Develop and maintain partnerships with internal stakeholders across Finance, Fulfillment, and Sales Management to ensure activities and processes are aligned with organizational objectives
• Assist with documentation of developing Go to Market policies to ensure all Go to Market teams are compliant and educated on best practices
• Support Go to Market operational initiatives to maximize our Sales Team’s productivity and effectiveness
• Learn our Sales Operations tech stack and educate our field teams on all systems, empowering them to optimize their day-to-day operations
• Perform systems and data investigations and validations to ensure data quality
• Assist in the development of reporting standards and support of ad hoc projects and reports requested by Sales Management and Corporate Leadership.
• Share responsibility in sales trainings on new or improved business and sales processes

What You’ll Bring:

• Excellent communication skills
• Ability to work independently and maintain ownership of assigned responsibilities
• Demonstrated maturity, high values, professionalism, and integrity
• High level of organization and detail-orientation
• Strong attitude toward teamwork
• Inquisitive nature
• Passion for leveraging technology to drive improvement

What You Need:

• Bachelor’s Degree
• Zero to 2 years of experience in Sales Operations, Customer Success or Inside Sales roles at enterprise software companies
• Experience using Microsoft Office Suite, specifically MS Excel
• Experience using key sales tools such as CRM and ERP (we use HubSpot as our CRM and NetSuite as our ERP. CRM experience is required, and while HubSpot experience is strongly preferred, it is not required. ERP experience, NetSuite or otherwise is preferred but not required).
• Self-motivation
• Ability to multi-task and work in a dynamic environment
• Excellent verbal and written communication skills
• An analytical mindset, an inherent desire to learn, a deep sense of curiosity, and an understanding of why the little things matter
• A passion for fast-paced environments, with a focus on transparency, collaboration, rapid iteration, and continual improvement