IB Services, Quoting Analyst

Job Description

This position reports to the Operations manager of Customer Operations Support Services. She/he understands complex processes, programs and policies; applying knowledge and experience to meet SLAs while exceeding Customer and Partner’s expectations; has appropriate computer skills and knowledge to manipulate our proprietary databases and communicates to internal business partners. Finally, applies Customer service skills to maximize satisfaction, understands business metrics and accurately reports relevant data and concerns, escalating to management as appropriate.

This position will report to the Manager of Renewals Operations and will have the main responsibility to provide accurate and on time delivery of the assigned work with regards to quotes, customer service and overall sales support responsibilities. This position will include the following responsibilities:

• Management of renewal case requests in CRM
• Creation, management, delivery and revision of support renewal quotes in Oracle ERP
• Research of partner segmentation and line of businesses to define the customer relationships (discounting etc.) to develop and supply accurate support renewal quotes
• Delivery of quote volumes within the established time and quality, as defined in the Service Level Agreements (SLAs)
• Tracking and maintenance of Renewal Enterprise License Agreements (ELAs) in support of quote creation and delivery
• Escalation and remediation of data challenges with data integrity teams that impact the quoting process.
• Inquiry and ticket management resolution based on sales operations, sales or channel service requests.

Skills/Knowledge:

• English proficiency
• Sales lifecycle & CRM systems (Oracle, Salesforce.com, SAP, etc.)
• Experience with managing and resolving renewals data challenges
• Analytical skills with strong attention to detail
• Problem solver with strong communication skills Oracle Service Contracts & Quoting is a plus
• Team work and collaboration

VMware Company Overview: VMware, we believe that software has the power to unlock new opportunities for people and our planet. We look beyond the barriers of compromise to engineer new ways to make technologies work together seamlessly. Our cloud, mobility, and security software form a flexible, consistent digital foundation for securely delivering the apps, services and experiences that are transforming business innovation around the globe. At the core of what we do are our people who deeply value execution, passion, integrity, customers, and community. Shape what’s possible today at http://careers.vmware.com.
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