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 at Duo Security

| Austin | Remote
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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
  • 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.
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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
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    • C++Languages
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    • D3JSLibraries
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    • CassandraDatabases
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    • RedisDatabases
    • IllustratorDesign
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    • JIRAManagement
    • Microsoft ProjectManagement
    • TrelloManagement
    • WrikeManagement
    • SalesforceCRM
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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
Friends outside of work
Eat lunch together
Intracompany committees
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
Diversity Employee Resource Groups
Hiring Practices that Promote Diversity
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Mental Health Benefits
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
Remote Work Program
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
Home Office Stipend for Remote Employees
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
Customized development tracks
Paid industry certifications

An Insider's view of Duo Security

How does your team reward individual success?

It can be as quick as some karma in Slack. We do team appreciations at the start of team meetings and Cisco has connected recognition which allows individuals to recognize the great work someone has done along with a monetary award, from $25 on up! We also celebrate life with team members, for example throwing a virtual baby shower!

Hector

Senior Engineering Manager

What's the biggest problem your team is solving?

Our cross-functional team of data scientists, software engineers, and designers, as well as product and security experts is building an intuitive adaptive authentication system. We’re moving past basic rule-based approaches to create a dynamic experience that people will love for keeping them secure while staying unobtrusive.

Brian

Head of Data Science and Engineering

What are some things you learned at the company?

Early on, I thought that success in the security industry was attributed solely to people's ideas or intellect. Since then, I've learned that the most important thing to have in any industry is empathy. Without empathy, you can't build a product that people will love or a place that people will want to work. Empathy is a foundation for success.

Olabode

Senior Data Scientist

What is your vision for the company?

My overall vision is to provide mechanisms for the business to build simple, safe and secure products that our customers and partners intrinsically trust. It is my belief that when we empower our teams and stakeholders to creatively work together instead of falling on process and procedure for the sake of it, our creativity opens to new heights.

Amanda

Head of Product Security

What makes someone successful on your team?

Success for us is taking the road less traveled to achieve better results, meaning we look for teammates who bring perspectives from all walks of life and who are not afraid to use their voice. We believe this combination results in good outcomes because we end up paving our path to success with a diversity of thought.

Amanda

Internal Communications Manager

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