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

Provisioning and Fulfillment Analyst - Duo Security at Duo Security

| Austin
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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

 

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Where we are

Duo's Austin office is located in the heart of downtown.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • C++Languages
    • GolangLanguages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • SwiftLanguages
    • D3JSLibraries
    • FluxLibraries
    • ReactLibraries
    • ReduxLibraries
    • AngularJSFrameworks
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    • Ember.jsFrameworks
    • ExpressFrameworks
    • Node.jsFrameworks
    • CassandraDatabases
    • Microsoft SQL ServerDatabases
    • MySQLDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • IllustratorDesign
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    • PhotoshopDesign
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    • Adobe Creative SuiteDesign
    • MarvelDesign
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    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • TrelloManagement
    • WrikeManagement
    • SalesforceCRM
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What are Duo Security Perks + Benefits

Culture
Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Employee Stock Purchase Plan
Performance Bonus
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Family Medical Leave
Adoption Assistance
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Perks & Discounts
Casual Dress
Company Outings
Stocked Kitchen
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available

An Insider's view of Duo Security

What does your typical day look like?

I always say I have a typical week, not a typical day. My work weeks are consumed by customer interactions (emails, working sessions, status calls and onsite business reviews), internal knowledge-sharing meetings and laughing with coworkers. However, each day is different and is shaped by customer needs.

Lisa

Senior Customer Success Manager

What are some things you learned at the company?

I have learned directly the value of diverse teams. Demographics, background, skills and seniority diversity blend to form higher performing teams as long as individuals are empathetic and kind to one another. Diversity allows for healthy conflict and understanding which push teams forward.

Blake

Engineering Manager, SRE

Jobs at Duo Security
7

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Technical Solutions Architect (GTM & International) - Duo Security

Duo Security
Austin
1 day ago
+41
Expect to work hard and have fun. Duo’s SaaS security solution breaks the mold of the traditional sales model allowing us to move sales cycles at a much higher velocity. A TSA or Solutions Engineer (SE) will work with many, many prospects and customers in a day providing consulting, technical implementation, and demos of Duo. The GTM & International TSA will support strategic multinational international accounts that operate on multiple continents as well as support Duo through Go-To-Market (GTM) initiatives throughout Cisco as well as at industry trade shows and other activities. This role will serve as an evangelist of Duo in multiple capacities. Before applying for this position, you should sign-up for Duo and try the product for yourself. We challenge you to setup RDP or SSH in under 10 minutes. Experience why Duo’s customers are so passionate about us that we’ve been called the “The Most Loved Company in Security."

Senior Software Engineer (Python, SQL, REST API) - Duo Security

Duo Security
Austin
1 day ago
+41
You are a self-motivated individual who is able to learn and adapt quickly. You are comfortable working as a member of a team but can also exercise good judgment and drive tasks to resolution on your own. You have significant expertise and are passionate about building secure software. You continually find opportunities to improve and hone your security knowledge and skills. You are not afraid to take on complex issues, take the initiative to solve problems, communicate solutions, or soar issues. You can manage the needs of the business with the risks in security. You are able to build strong relationships across multiple organizations and distributed teams.

Account Development Representative - Duo Security

Duo Security
Austin
1 day ago
+41
As a Mid-Market Account Development Representative (ADR) at Duo, you will rally alongside a team of highly motivated ADR’s to build qualified pipelines of potential customers. This includes prospecting customers by phone, email, LinkedIn or whatever it takes to get them excited and engaged with Duo. You will not only be responsible for outbound prospecting but will be expected to be a subject matter expert of all things Duo (since you will be the face of the company). Don’t worry though, we’re not hanging you out there to dry without support. We have tons of tools and training that will help set you up for success and keep you there, including: Sales Boot Camp, ongoing product training, lunch with our labs team (i.e. security experts), shadowing opportunities, and a stellar group that will cheer you on, all the way up to our CEO!

Senior Design Researcher, Quant Focus - Duo Security

Duo Security
Austin
1 week ago
+41
As our Product Design team continues to grow in size and influence, our design research needs grow as well. We are currently expanding our practice to ensure we employ rigorous quantitative methods alongside our qualitative methods. We are passionate about understanding human behavior, perceptions, and motivations and translating that into insights that inform product innovation and create customer value.

Software Engineer, Mac - Duo Security

Duo Security
Austin
1 week ago
+41
As a Software Engineer on the Local Auth Engineering Team focused on Mac you’ll work within a team of professionals with a shared goal to democratize security. We strive to make security simple to understand and easy to use in our Mac integrations.   We expect that you are willing to learn and also teach. Our engineers, at all levels, lead projects and initiatives and bring our teams along with them. We value inclusion, empower autonomous thinking, and emphasize software craftsmanship. We live our values within a development culture of collaboration, testing, CI/CD, data-driven decisions, and mentorship. We prioritize team success highest and tend to swarm on sprint work to meet our shared goals.

MSP Channel Specialist- Duo Security

Duo Security
Austin
1 week ago
+41
As a MSP Specialist at Duo you will identify upsell opportunities and opportunities for further partner enablement, while enabling our team to deliver an excellent response time to our MSPs. You will interact with our MSP Partners on a daily basis and will help ensure they are enabled to deploy Duo to their customers while identifying strategic engagement opportunity. Don’t worry though, we’re not hanging you out there to dry without support. We have tons of tools and training that will help set you up for success and keep you there, including: Sales Boot Camp, ongoing product training, lunch with our labs team (i.e. security experts), shadowing opportunities, and a stellar group that will cheer you on, all the way up to our CEO!

Sales Enablement Manager-Duo Security

Duo Security
Austin
3 weeks ago
+41
The Sales Enablement Manager will partner closely with the Sales Enablement & Productivity Leader to manage our initial sales onboarding bootcamp and content for new sales hires globally, as well as support enablement efforts for existing reps. You’ll continually evolve and develop the existing sales onboarding and sales methodology at Duo as we further integrate into Cisco’s sales organization. To achieve this, you’ll need to forge dynamic relationships across the organization and work closely with them. You must be able to thrive in an innovative and fast-paced environment to get the job done in an organized and strategic-focused manner.