Sales Operations Analyst

Zenoti provides an all-in-one, cloud-based software solution for the beauty and wellness industry. Our solution allows users to seamlessly manage every aspect of the business in a comprehensive mobile solution: online appointment bookings, POS, CRM, employee management, inventory management, built-in marketing programs and more. Zenoti helps clients streamline their systems and reduce costs, while simultaneously improving customer retention and spending. Our platform is engineered for reliability and scale and harnesses the power of enterprise-level technology for businesses of all sizes Zenoti powers more than 30,000 salons, spas, medspas and fitness studios in over 50 countries. This includes a vast portfolio of global brands, such as European Wax Center, Hand & Stone, Massage Heights, Rush Hair & Beauty, Sono Bello, Profile by Sanford, Hair Cuttery, CorePower Yoga and TONI&GUY. Our recent accomplishments include surpassing a $1 billion unicorn valuation, being named Next Tech Titan by GeekWire, raising an $80 million investment from TPG, ranking as the 316th fastest-growing company in North America on Deloitte’s 2020 Technology Fast 500™. We are also proud to be recognized as a Great Place to Work CertifiedTM for 2021-2022 as this reaffirms our commitment to empowering people to feel good and find their greatness. To learn more about Zenoti visit: https://www.zenoti.com What's the opportunity? As a Sales Operations Analyst working Night-Shift, you will be the first point of contact for our US AE and SDR teams on the sales tech stack. You will keep reps selling by resolving their questions quickly, onboarding new hires onto our tools, and administering the systems they rely on, including Salesforce, CPQ, Highspot, Ring Central, Gong, Outreach, Qualified, Zoom and Jira. You will also protect data quality through governance and drive process efficiency as we scale. What will I be doing? Rep support and onboarding - 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 to the team, can be tracked, and patterns in support needs can be spotted. - Communicate across departments to unblock reps: contact the relevant teams, state the requirement and its urgency, follow up to resolution and keep the rep informed. - Onboard and configure all new hires on the tech stack (access, licences, setup, readiness), hitting agreed deadlines, and maintain the onboarding readiness tracker and tech stack evaluation checklist. - Maintain rep-facing documentation in Confluence: FAQs, process guides, tool documentation and training materials. 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, and keep the content current. - Share a daily handover of open and closed items, blockers and risks, on time, every working day. - Work independently during your shift, including when managers and senior Sales Ops leads are offline. Resolve rep questions without escalating wherever you can. Escalate urgent issues straight away through the agreed escalation route, meaning anything that stops a rep closing, signing or selling, such as a deal closing at quarter-end or a quote blocking a signature. Log everything else in the daily handover for the team’s next working hours. Quote, contract and billing support - Handle DocuSign and billing system requests before billing is set up, so that 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. Systems administration - 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, a Custom CPQ, DocuSign, Highspot, Outreach, RingCentral, Gong, Zoom, Qualifed and Confluence, with regular tool hygiene checks. - Administer Gong, including user and domain settings, and investigate recording issues. - Evaluate new releases and new 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. Data governance and reporting - 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: 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. How we work These are the standards we work to, and we assess them in interviews alongside technical skills. - Reps come first. Our priority is to keep reps selling. - Solutions-oriented. You bring solutions, recommendations and root cause analysis, and lead with a proposed fix instead of information alone. - You own an item through to the outcome and don't stop at identifying the problem. - Reliable commitments. The dates you give are dates we can plan around. You deliver without being chased, and if a date is at risk, you say so before it passes. - Proactive communication. You update stakeholders on status, blockers and slipping deadlines, and share a daily handover. - Accurate reporting. You measure your own work against the data and report your results as they are. - Confidentiality and integrity: apply rules consistently, without favouring particular reps. Work Timing: 8:30 PM - 4:30 AM IST (US Winter); 7:30 PM - 3:30 AM IST (US Summer) Zenoti provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.