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

• Have 2-3 years of proven experience in SaaS Provisioning, Business Operations, Sales Operations, or a non-technical Customer Support role.
• 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.
• Experience working with high volume order processing
• 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

Cisco Covid-19 Vaccination Policy
The health and safety of Cisco's employees, customers, and partners is a top priority. Our goal is to protect and mitigate the spread of COVID-19 infection for strong business resiliency during the pandemic. Therefore, Cisco requires all new hires to be fully vaccinated against COVID-19 in the U.S., unless otherwise prohibited by applicable law, and in countries where COVID-19 vaccination is legally required. The company will consider legally required accommodations/exceptions for medical, religious, and other reasons as per the requirements of the role and in accordance with applicable law. Additional information will be provided to candidates about the requirements and accommodation process at the offer time based on region.