Sr Business Operations Analyst

Here; México; Presencial; USD 30,000 - 70,000; Jornada completa

Descripción de la vacante

An innovative location technology company is seeking a dedicated User Support Specialist to enhance customer experiences and streamline processes. This role involves resolving customer queries, collaborating with technical teams, and acting as a Subject Matter Expert in CRM and billing solutions. Ideal candidates will have a strong background in SaaS environments and Salesforce implementations, showcasing their ability to support complex projects and ensure scalable solutions. Join a forward-thinking organization that values diversity and inclusion while empowering its employees to drive positive change in the world.

Formación

• 2+ Jahre Erfahrung in SaaS-Umgebungen, insbesondere mit Zuora.
• Erfahrung in der Implementierung von Salesforce und CRM-Prozessen.

Responsabilidades

• Beantwortung und Lösung von Kundenanfragen zeitnah.
• Unterstützung von Vertrieb und technischen Teams bei komplexen Fragen.

Conocimientos

SaaS Erfahrung

Salesforce Implementierung

CRM Expertise

Kommunikationsfähigkeiten

Agile Entwicklung

Educación

Abschluss in Informatik

Herramientas

Zuora

Salesforce

Descripción del empleo

What's the role?

HERE has been a pioneer in mapping and location technology for almost 40 years. Today, HERE’s location platform is recognized as the most complete in the industry, powering location-based products, services, and custom maps for organizations and enterprises across the globe. From autonomous driving and seamless logistics to new mobility experiences, HERE allows its partners and customers to innovate while retaining control over their data and safeguarding privacy.

Find out how HERE is moving the world forward at here.com.

User Support

• Respond to and resolve all customer and user queries in a timely manner;
• Cooperate with technical support and/or other departments on more complex issues/questions;
• Support sales with queries related to their customers;
• Act as a Subject Matter Expert to support delivery of CRM, Quoting, Subscription, and Billing features;
• Be recognized as a functional expert in the CRM, Quoting, Subscription, and Billing domain to support incidents and debugging efforts;
• Communicate with stakeholders from different teams (development and sales);
• Assist project leaders in solution design, prototyping, proof-of-concepts, and configuration tasks to support change management and new project implementations;
• Ensure solutions are scalable and meet overall business requirements.

Who are you?

• Computer Science degree or equivalent practical experience;
• 2+ years of experience in SaaS environments (Zuora or equivalent);
• Hands-on experience with at least one Salesforce implementation;
• Deep expertise in the CRM end-to-end SaaS landscape, especially related to the Lead to Cash process;
• In-depth knowledge of the Zuora Data Model and related configuration features;
• Good understanding of enterprise customer journey best practices;
• Excellent oral and written communication skills in English.

Preferred Requirements:

• Experience with Zuora or a CPQ application is a plus;
• Salesforce ADM201 certification is a plus;
• Strong understanding of Agile development practices and sprint planning;
• Experience in designing, coding, and implementing Salesforce APEX code, triggers, classes, components;
• Experience in designing and implementing Salesforce objects, workflow rules, custom layouts, and Zuora customizations.

Physical Demands:

Due to the global nature of this role, alignment with customers, users, and vendors mainly in EMEAR and AMER is required. Support during office hours for the Americas region may be necessary.

HERE is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, age, gender identity, sexual orientation, marital status, parental status, religion, sex, national origin, disability, veteran status, and other legally protected characteristics.

Who are we?

HERE Technologies is a location data and technology platform company. We empower our customers to achieve better outcomes—helping cities manage infrastructure, businesses optimize assets, and guiding drivers safely to their destinations.

At HERE, we strive to be the change we wish to see. We create solutions that fuel innovation, provide opportunity, and foster inclusion to improve lives. Inspired by an open world and driven to create positive change? Join us. Learn more on our YouTube channel.