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Sales Operations Specialist

ESET Australia - Sydney, NSW

Source: uWorkin


Sales Operations Specialist is a highly visible position having direct daily contact with direct and indirect customers. In this position inbound calls and customer case management is top priority. Supporting customers’ needs for new licenses, new account set up, resolution management and support. Overall sales reporting development and creation is key to advising the business needs. This role is paramount in supporting ESET customers and work with the Sales team to report on trends, issues and opportunities. 

Responsibilities and Duties

Sales Operations Management

  • Central point lead for customer calls and cases for sales support.
  • Reporting on case volumes, SLA status to the business
  • Providing invoicing, credits, trial conversions, cancellations, of licenses as per the operations guidelines
  • Generating and sending consolidated invoices
  • Assisting sales with leads
  • Upselling & Cross selling solutions to customers
  • Enlargement / downgrading / prorate management of licenses
  • Ensure adherence to established policies, procedures and guidelines to ensure data integrity.
  • Collaborate with sales team to ensure customers are supported
  • Team player who possesses a desire and ability to work in a fast paced, goal oriented high growth sales environment

Sales Reporting & Onboarding - Enablement

  • Manage the sales reporting: Creation of reports from Netsuite/Qliksense for the purposes of sales management & trending analysis.
  • Provide report presentations when require to team
  • Configure NetSuite using forms, fields, custom records and workflows to manage unique business process requirements.
  • Provide recommendations based on report and business trends.
  • Ensure ESET associates are trained and certified as required by role with Netsuite and ESET systems training.
  • Provide monthly Major Important Goals (MIG) reporting
  • Sales reports for ESET Distributors: Coordinate and work with distribution partners for their reports
  • Provide Monthly reports on training, certifications (internal and customers) and webinars to assist in lead management
  • Provide renewals and over-usage reports for Renewals Manager and Sales to drive campaigns
  • Provide customer statements upon request



· Business and/or technical education preferred

Knowledge & Essential Skills

  • Customer Service
  • Operational procedures and business process understanding
  • Good analytical and problem solving skills
  • Attention to details and reporting tools knowledge
  • A keen interest in data security be customer service orientated.
  • Have good communication skills and an excellent telephone manner.
  • The ability to work on their own initiative.
  • Good organisational skills


· Fluent oral and written English is a necessity


  • Internal and external communication required
  • Excellent communication, negotiation and collaboration
  • Ability to communicate, negotiate and work effectively with a variety of internal and external stakeholders.

Personal characteristics

  • Personal integrity as well as multicultural and multiethnic tolerance and understanding
  • Well-spoken and professional

Must be an Australian Citizen/resident

Sydney based role reporting to the national Head of Sales