Cisco Provisioning and Fulfillment Analyst - Duo Security in RTP, North Carolina
Provisioning & Fulfillment Analyst A Provisioning & Fulfillment Analyst serves as a core business partner within the Customer Success and Support organization focused on the analysis and execution of data from multiple sources to ensure accurate software license provisioning and hard token fulfillment, resulting in clean revenue recognition and reporting. While also playing a role in the development of scalable solutions to position Duo for growth and scale. Provisioning and Fulfillment provides world-class support to our customers through collaboration across the organization. Our team promotes a dynamic culture, fostering personal growth and career development. What you’ll do * Acquire knowledge of Duo’s sales models including our Direct and Strategic Partner Programs. * Understand and adhere to all corporate Sales and Booking Policy Guidelines for fulfilling orders. * Become an expert of Duo’s transactional SW license and hard token fulfillment processes and platforms. * Maintain the integrity and accuracy of the licensing database and support the reconciliation of customer account information. * Address and resolve licensing related inquiries while ensuring compliance with existing License Management policies. * Work with multiple systems including SFDC and in-house provisioning and revenue tools. * Provide primary support for license provision execution, hard token fulfillment and logistics, issue resolution & escalation management. * Validate documents, systems and reports to ensure provisioning accuracy * Engage with internal Duo teams to resolve queries and open issues related to the Hard Token Fulfillment process. * Work closely with Fulfillment/Logistics Partner to drive daily reporting, troubleshooting and escalating issues. Ensure Customer Sat issues are triaged timely, handle quality issues or questions with an excellent level of service and communication to derive an acceptable outcome. * Identify process and systemic improvements to drive continuous improvements. * Help to analyze customer’s forecasts and trends in orders to ensure we are staying ahead of their needs * Support increased workload and additional hours when required i.e. month end/quarter end periods. Main Contacts Multiple internal Duo Departments (Deal Desk, Revenue, Finance, Sales Operations, Renewals support, Sales, Channel, ISS, Product Teams, Cisco Partner Support) What you need to succeed Characteristics: * You must be meticulous, resourceful, committed, adaptable, inquisitive, innovative, respectful, collaborative and confident. * Must Think and Do. * Do = execute the day-to-day. * Think = not only solve today’s problems, but help solve for tomorrow Skills & Previous Experience * Excellent analytical and numeracy skills, no detail is too small * Have 2-3 years of proven customer service experience * Experience working with high volume order processing * 1-2 years of experience with 3rd Party Logistics/Fulfillment Partners and product forecasting * Have high attention to detail * Understand when and how to escalate a priority customer issueHave proven relationship building skills * Have professional communication; both written and verbal * Positive, enthusiastic team focused attitude * Have a sense of urgency and ability to work in a fast-paced environment * Able to solve complex problems and successfully manage ambiguity and unexpected change Desirable: Competence with provisioning/information management/CRM tools - Salesforce, or similar analytical and information management applications. Understanding of Logistics and troubleshooting processes to drive Customer Satisfaction. Why Cisco At Cisco, each person brings their unique talents to work as a team and make a difference. Yes, our technology changes the way the world works, lives, plays and learns, but our edge comes from our people. We connect everything - people, process, data, and things - and we use those connections to change our world for the better. We innovate everywhere, taking bold risks to shape the technologies that give us smart cities, connected cars, and handheld hospitals. And we do it in style with unique personalities who aren’t afraid to change the way the world works, lives, plays and learns. We are thought leaders, tech geeks, pop culture aficionados, and we even have a few purple haired rock stars. We celebrate the creativity and diversity that fuels our innovation. We are dreamers and we are doers. We Are Cisco.
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Cisco will consider for employment, on a case by case basis, qualified applicants with arrest and conviction records.