Duo Security
Our mission is simple: democratize security by making it easy and effective for everyone to use.
Hybrid

Provisioning and Fulfillment Analyst - Duo Security

Sorry, this job was removed at 3:53 p.m. (CST) on Monday, September 28, 2020
Find out who's hiring in Austin.
See all Data + Analytics jobs in Austin
Apply
By clicking Apply Now you agree to share your profile information with the hiring company.

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

 

Education, Skills & Previous Experience

  • Bachelor’s degree or equivalent in a numerate or business discipline.

  • Excellent analytical and numeracy skills, no detail is too small

  • 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. 

  • 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 issue

  • Have 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

 

See More
Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.

What are Duo Security Perks + Benefits

Duo Security Benefits Overview

We like to keep everyone happy and healthy. From financial security to personal growth, we're here to support you.

Culture
Volunteer in local community
Partners with nonprofits
Open door policy
OKR operational model
Team based strategic planning
Open office floor plan
Flexible work schedule
Remote work program
Diversity
Documented equal pay policy
Dedicated diversity and inclusion staff
Highly diverse management team
Mandated unconscious bias training
Diversity manifesto
Mean gender pay gap below 10%
Diversity employee resource groups
Hiring practices that promote diversity
Health Insurance + Wellness
Flexible Spending Account (FSA)
Disability insurance
Dental insurance
Vision insurance
Health insurance
Life insurance
Wellness programs
Mental health benefits
Financial & Retirement
401(K)
401(K) matching
Company equity
Employee stock purchase plan
Performance bonus
Charitable contribution matching
Child Care & Parental Leave
Childcare benefits
Generous parental leave
Family medical leave
Adoption Assistance
Company sponsored family events
Vacation + Time Off
Generous PTO
Paid volunteer time
Paid holidays
Office Perks
Company-sponsored outings
Free snacks and drinks
Onsite office parking
Home-office stipend for remote employees
Professional Development
Job training & conferences
Tuition reimbursement
Lunch and learns
Promote from within
Mentorship program
Continuing education stipend
Continuing education available during work hours
Online course subscriptions available
Customized development tracks
Paid industry certifications

More Jobs at Duo Security

Apply Now
By clicking Apply Now you agree to share your profile information with the hiring company.
Learn more about Duo SecurityFind similar jobs like this