Who are we
Equinix is the world's digital infrastructure company, operating over 250 data centers across the globe. Digital leaders harness Equinix's trusted platform to bring together and interconnect foundational infrastructure at software speed. Equinix enables organizations to access all the right places, partners and possibilities to scale with agility, speed the launch of digital services, deliver world-class experiences and multiply their value, while supporting their sustainability goals.
A career at Equinix means you will collaborate on work that impacts the world and be surrounded by endless opportunities to learn new skills and grow in varied directions. We embrace diversity in thought and contribution and are committed to providing an equitable work environment that is foundational to our core values as a company and is vital to our success.
Business Analysis Manager, Sales
Job Description
Revenue Operations Process Optimization team is seeking a highly motivated, detail-oriented person to lead a team of business support associates. The candidate for this role would ideally have experience in managing a global team handling day-to-day operations and inquiries/cases and familiarity with deal lifecycle management and the interactions between account and contract data with other transactional records within a CRM.
The Business Support Team Lead will supervise a small, matrixed team that processes data requests submitted by stakeholders from all regions and functional areas, including Sales, Legal, Customer Success, and external Partners. The team lead will ensure compliance to process and policy and use KPI's to monitor the quality of the team's processes and operation and implement process improvements to further streamline the efficacy of the team. The lead will serve as an escalation point for the team and is expected to handle escalated or sensitive requests as needed.
Responsibilities
Supervise Team
Supervise team of 3-5 business support associates that support both internal stakeholders and Equinix Partners
Ensure adherence to policies and processes; maintains up-to-date documentation of team's work instructions
Manage team workload to ensure global coverage
Use Key Performance Indicators (KPI's) to monitor the team's performance and assess the efficacy of the team's processes
Provide training, guidance, and support to team members
Serve as escalation point for issues raised by both internal and external stakeholders
Perform associate duties on as-needed basis
Business Analysis
Assist with UAT test case execution on data integrity enhancements across systems, including SFDC, Siebel, UCM, and Oracle.
Identifies and implements changes for improving data quality and data management processes.
Project Management
Provides overall project manager with ongoing progress data and metrics.
Documents detailed processes for data cleanup as they evolve.
May oversee execution of changes by outsourced resources.
Follow up on open action items.
Schedule calls/meetings as needed.
Qualifications
Bachelor's degree or higher
3+ years similar work experience
Management experience
Customer service experience a plus
Strong communication and organizational skills
Proficiency with MS Office tools and SFDC
Ability to learn and adapt to change quickly
Willingness to work outside of local timezone
