Business Operations Coordinator

AVEVA is a global leader in industrial software. Our cutting-edge solutions are used by thousands of enterprises to deliver the essentials of life – such as energy, infrastructure, chemicals and minerals – safely, efficiently and more sustainably.

We’re the first software business in the world to have our sustainability targets validated by the SBTi, and we’ve been recognized for the transparency and ambition of our commitment to diversity, equity, and inclusion. We’ve also recently been named as one of the world’s most innovative companies.

If you’re a curious and collaborative person who wants to make a big impact through technology, then we want to hear from you! Find out more at AVEVA Careers.

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Dimensions

This role is part of the AVEVA Success Operations team within the Global Business Operations team. This is a global role focused on the operations aspects for the various post sales offerings provided to our customers and partners. 

From the inception of the proposed offer, coordinate with various functions to ensure that the offer has the appropriate collateral content created and published, appropriate product codes, pricing and processes are in place to enable quoting, and offerings can be fulfilled and invoiced.

Ensure that all processes and customer instructions are documented, and related internal teams are trained to ensure proper ordering and a high level of governance.

Principal Accountabilities

• Support the VP, Success Operations with the development and operationalization of our entire post sales offering and entitlements catalog.
• Post Sales Commercial organization representative and delegate for new software product and/or service launch process
• Craft commercial support and success program policies for defined offerings
• Document generation: internal and customer-facing, including authoring and publication of Offer Reference, Service Offering and other related collateral
• Establish and document entitlement management policies and practices
• Educate and train Success Operations on commercial support and success program offers and work with the team to define related activities
• Manage internal and external communications related to policy and operational requirements of our offerings and entitlements
• Define part numbers for all AVEVA ERPs and coordinate setup of parts in Salesforce and CPQ
• Draft business requirements for infrastructure updates (commercial and operational) and drive alignment and adherence to standards that support the identified business goals, and then coordinate development with the responsible teams
• Drive continuous improvement by defining and coordinating process and offer management updates
• Act as point of escalation for Global Technical Support for resolution of entitlement management issues, including Service Contract setup in Service Cloud
• Includes resolution of support and success offer related - order processing issues as required
• Coordinate contractual requirements related to the commercial terms and contracts with Legal
• Assist with creation of marketing documentation
• Identify and lead data integrity projects
• Provide cross-functional support as commercial program and process SME

Important Working Relationships

• Provide subject matter expertise on the offerings and related process to the Commercial Organization
• Adoption function to provide support, manage collateral and operational needs related to their offerings
• Global Technical Support function to align the support infrastructure with commercial delivery requirements for entitlement management definition
• Business Operations to establish processes and practices for ordering and delivering the program and related success offers, and to act as SME on the same
• Commercial Operations and Portfolio to setup part numbers, price and systems updates
• Legal department to ensure offerings are included within the scope of the Global Contractual Framework
• Portfolio team members to ensure the commercial offer is accounted for in every product launch
• Marketing team to develop relative collateral and internal/external website content updates
• IT to scope and develop system enhancements

Knowledge, Skills & Experience Required

• Demonstrated ability to work in dynamic work environment, introduce and foster positive changes that simplify the field and customer experience, minimize overhead, and drive overall business results
• Experience in process and systems related to service/product offer introduction, management, reporting and governance
• Excellent communication and proven ability to work across the business to align on efficient processes and achievement of established business objectives
• Proven experience implementing effective and efficient processes within complex environments
• Proven presentation, interpersonal communication, and organizational skills and proven ability to lead task teams to launch and operationalize new services
• Highly motivated and self-directed
• 5+ years within an operations or business process related role
• A Bachelor’s degree in Business, Computer Science, Engineering or equivalent
• Experience in Microsoft Office tools such as Excel, Word and PowerPoint.
• Experience with Salesforce or similar CRM systems

AVEVA requires all successful applicants to undergo and pass a comprehensive background check before they start employment.  Background checks will be conducted in accordance with local laws and may, subject to those laws,  include proof of educational attainment, employment history verification, proof of work authorization, criminal records, identity verification, credit check.  Certain positions dealing with sensitive and/or third party personal data may involve additional background check criteria.

AVEVA is an Equal Opportunity Employer. We are committed to being an exemplary employer with an inclusive culture, developing a workplace environment where all our employees are treated with dignity and respect. We value diversity and the expertise that people from different backgrounds bring to our business.
 
Come and join AVEVA to create the transformative technology that enables our customers to engineer a better world.