Shanard Joyce
Raleigh,NC
Summary
Experienced Deals Desk Analyst with a demonstrated history of working in sales support. Professionally skilled in Salesforce, CPQ, Quoting, Sales Operations, IT business operations, SAS, hardware, and Security licenses.
Overview
18
18
years of professional experience
Work History
Deals Desk Analyst
SentinelOne
05.2022 - Current
- Review and approve quotes based on terms and pricing structures
- Track quotes through approval process and insure timely review and approval
- Manage Deals desk Slack channel to answer any quote related questions or fix quoting issues
- Work closely with sales teamS to structure complex deals, including pricing, discounts, payment terms and contract terms in accordance with company policies and financial goals
- Commercial, Renewal, SLED & LATAM regional expert in terms of pricing, partner and customer requirements to help Sales establish a strategic approach
- Collaborate with internal stakeholders (Sales, Legal, Revenue, and Product) to ensure deals align with internal guidelines
- Continuously work with the broader Revenue Operations teams to improve end to end deal flow across Deal Desk, Sales Operations, Channel Operations, and Orders
- Salesforce CPQ testing to insure CPQ new rules are working as intended
- Review deal structures, including discount & margin approvals, non-standard terms
- Review renewal quotes and enforce company renewal booking policies
- Work on and complete Ad hoc projects
- Provide direct support to sales teamS ( via email, phone, and slack) related to creation of quotes, policies, options, and quote status.
Sales Operations Deals Desk Analyst
HPE Aruba Networking
11.2019 - 04.2022
- Convert all existing quotes into new quotes compliant with newly introduced SKU and policy changes
- Create new quotes as requested by sales organization and channel
- Research to uncover customer's current environment
- Modify quotes as requested and on behalf of sales organization and channel
- Track quotes through approval process and insure timely review and approval
- Provide direct support to the sales team (both via email and phone) related to the creation of quotes, policies, options, and quote status
- Analyze customer contract history to provide efficient product service for renewing customer
- Perform daily case work while maintaining and supporting sales contacts; actively work on validation of current environment of the customer, while effectively communicating the requirements back to the partner, distributor and customer
- Use multiple tools for validation and creation of renewal quotes Working daily within Salesforce/CRM to manage case requests and provide excellent support to current stakeholders
- Work with Regional Sales Managers and Renewal Specialist Managers to meet customer renewal and business retention goals as well as customer success
- Work on and complete Ad hoc projects
- Analyze quotes and complete Margin analysis if weighted average discount are above 70%
- Create and maintain a company wide training document for onboarding sales reps outlining the creation of opportunities and quotes in SFDC
- Onboard and train sales reps in EMEA and US territories using created training documents
- Mentor, guide and develop junior members of the Deals Desk/Pricing Team.
Security Sales Support Specialist
Webhelp @Cisco
05.2018 - 10.2019
- Perform daily case work while maintaining and supporting sales contacts; actively work on the validation of the current environment of the customer while effectively communicating the requirements back to the partner, distributor, and customer
- Primary tasks revolve around the ACW Report
- Building quote templates
- Research to uncover customer's current environment
- Use multiple tools for the validation and creation of renewal quotes
- Working daily within Salesforce/CRM to manage case requests and provide excellent support to current stakeholders
- Tracking and maintaining open cases to ensure that they are brought to a resolution within a CTA previously set
- Scrub customer contract history to provide efficient product service for renewing customer
- Use skills to train new team members on security products Firepower, ISE, CWS, CES
- Execute all phases of subscription renewal life cycle too ensure the highest renewal rate possible to insure customer retention
- Ensure contracts duration and products are correct to meet customer needs
- Work with renewal specialist and managers to ensure customer success.
Program Assistant 1
State of North Carolina
03.2012 - 05.2018
- Responsible for executing and carrying out and completing daily projects and scheduling
- Successfully lead a team of 8 staff as needed to complete daily assignments and projects
- Report information orally and written to management
- Track and accurately document daily project progress and status
- Participate in monthly meets and training's as needed
- Document and report daily job status and progress
- Assist employees with online training's and basic computer skills
- Maintain computer lab an equipment within assigned buildings
- Create email accounts and first time passwords for newly hired employees.
Help desk Technician/NCID Administrator
State of North Carolina
05.2010 - 03.2012
- Spearheaded and successfully completed the setup of over 2,500 employee email accounts and initial passwords
- Developed staff training documents as requested
- Successfully provided first-line technical support and resolution of employee email accounts
- Reset passwords via phone and email as requested by employees and directors
- Troubleshoot and managed employee email problems in Microsoft Outlook
- Conducted information sessions on email usage and set up mobile devices used by work crews as well as maintenance workers
- Established and maintain relationships with division directors and department chairs
- Ensured training documents for department chairs in PowerPoint and Word were drafted and up to date
- Successfully trained non-technical employees on basic computer functions and overall Microsoft Outlook usage
- Communicated with directors about employees email issues/ password expiration
- Ensured technical support for division computer labs were maintained
- Troubleshoot and resolved employee account, computer, password, and mail account issues.
Testing Coordinator
Guilford County Schools
02.2006 - 05.2010
- Ensured student files were up to date and accurate daily
- Drafted weekly and monthly Excel spreadsheets to be submitted to administrators showing student attendance and overall progress
- Scheduled and coordinated meetings as requested by teachers and administrators
- Provided and maintained computer support in two labs as needed
- Created documents and presentations for meetings using Microsoft Office
- Trained students on the use of Microsoft Office and basic email functions
- Covered classrooms in teacher absences
- Supervise testing of students as requested by administrators and teachers.
Education
Bachelor's degree - Management Information Systems, Business Administration
University of Mount Olive
01.2016
Skills
- Problem Solving
- Sales Support
- Salesforce CPQ
- Critical Thinking
- Business Requirements
- Attention to Detail
- Margin Analysis
- Relationship Development
- Quoting
- Renewals
- Tableau
Websites
Timeline
Deals Desk Analyst
SentinelOne
05.2022 - Current
Sales Operations Deals Desk Analyst
HPE Aruba Networking
11.2019 - 04.2022
Security Sales Support Specialist
Webhelp @Cisco
05.2018 - 10.2019
Program Assistant 1
State of North Carolina
03.2012 - 05.2018
Help desk Technician/NCID Administrator
State of North Carolina
05.2010 - 03.2012
Testing Coordinator
Guilford County Schools
02.2006 - 05.2010
Bachelor's degree - Management Information Systems, Business Administration
University of Mount Olive
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