The Sales Operation Analyst will focus on supporting the sales team (both Data Platforms and Healthcare) to provide excellent service and drive the success of InterSystems’ customers and its partners. This position is important, acting as an interface between sales and the sales engineers, clinical executive, delivery, support and customer operations teams. This role is required to help develop the recently formed sales operations function for the UKI business with the objective of ensuring best practice in many of the processes that underpin the interaction between the sales managers, our customers and partners to assist the business in its growth and achieve desired financial objectives.

Key Responsibilities

Include but not limited to:

Managing and coordinating the Change Request Process (change requests from customers) tracking, status management & billing input, including:

Change request process – updating and reviewing the process to ensure that it is kept up to date.
Attending the RCB weekly meeting.
Liaising weekly with the Account Managers to review iService tickets.
Provide analysis on iService tickets and ensure that quotations are issued.
Ensuring Certificate of Acceptance (COAs) are sent to the customer for review and signing.
Follow up with the Account Managers and Scottish Dedicated Resource Team to get signed COAs back from customers so Customer Operations can invoice.
Meet with Customer Operations to provide updates on “Work Complete” RCBs.
Add RCB opportunities to Pega
Close RCB opportunities in Pega once they have been invoiced.
Manage the Commercial Arrangements iService Tickets – this involves replying to the customer via canned text while liaising with the Account Managers.

Keeping track of contracts and expiration datesReview or preparation of simple proposals to customersPega CRM review and billing forecast aggregation in collaboration with FinanceAbility to cover full range of pre and post contract dutiesMust be familiar with government model form contracts, frameworks and procurementsExcellent negotiation and drafting skills with customer and vendor contractsAbility to understand key commercial principles to support desired business outcomesImplementation and adherence of governance to support effective contract managementIdentification and implementation of solutions to overcome contract issuesProvision of guidance to deal with and manage ambiguityAbility to work to project teams as well as a proficient understanding of project delivery, in a healthcare setting preferablyWorking with Sales Engineering to get technical questions answered and determine when technical support is necessaryProvide technical and business information and/or demonstrations, understand customer’s requirements, and offer appropriate configurations, and pricing. Responsibility for handling customer commercial queries and managing them to conclusion including:

Managing Change Requests and liaising internally to ensure their timely completion
Pricing quotes on new, upgrade, trade-in and transfer requests.
Educating customers on contract matters, terms & conditions, pricing, InterSystems procedures, and WRC support.
Advising on InterSystems product range, configuration options and license types.
Keeping up to date records of standard customer discount information and special pricing agreements. Reviewing discounts with sales management annually and advising customers of any changes.
Supporting Sales & Marketing events and projects as needed, under the direction of the Sales Management.
Support to the Sales Director in ad-hoc projects

Job Requirements:

Strong Interpersonal skills
Proactive behaviour to learn about our technology and the competitive landscape
Team player
Experience in customer support, customer service, and/or a sales role
Track record of supporting a sales function, preferably in the technology industry
Experience working with and developing business with VARs a plus
Excellent telephone and email communication
Strong presentation and interpersonal skills
Bachelor’s degree preferred

As an equal opportunities employer, InterSystems does not condone discrimination on the basis of age, disability, sex, sexual orientation, pregnancy and maternity, race or ethnicity, religion or belief, gender identity, or marriage and civil partnership.

We aspire to have a diverse and inclusive workplace and strongly encourage suitably qualified applicants from a wide range of backgrounds to apply and join our organisation.

About InterSystems

Established in 1978, InterSystems provides innovative data solutions for organizations with critical information needs in the healthcare, finance, and logistics sectors and beyond. Our cloud-first data platforms solve interoperability, speed, and scalability problems for organizations around the globe. InterSystems also develops and supports data management in hospitals through the world’s most proven electronic medical record, as well as unified care records for health systems and governments through a powerful suite of healthcare data integration solutions. The company is committed to excellence through its award-winning, 24×7 support for customers and partners in more than 80 countries. Privately held and headquartered in Cambridge, Massachusetts, InterSystems has 25 offices worldwide. For more information, please visit InterSystems.com.

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Sales Operations Analyst