Account Services Manager / Deal Desk Analyst, SmartSense (Mishawaka, IN - Hybrid)

Salesforce & CPQ Operations

Manage and execute quoting workflows within Salesforce CPQ & NetSuite, ensuring quotes are accurate, properly configured, and delivered on time.

Own the account transfer process end-to-end – coordinating with customers, account executives, and internal teams when a location changes ownership and existing agreements must be reassigned to a new group.

Support potential cancellations, downgrades, and de-bookings (D-books), ensuring all changes are executed correctly and documented in Salesforce.

Handle Billing exceptions, researching discrepancies and partnering with the Billing team to resolve them quickly and accurately.

Act as a point of coordination between Sales and Billing for any account changes that have downstream financial implications.

Inbound Lead & Communication Management

Help in triaging unassigned sales focused emails and/or phone calls to ensure they are properly directed to the correct Account executive or team member in a timely manner.

Manage and return voicemails left on the sales generic phone line, ensuring no inbound lead or request falls through the cracks.

Cross-Functional Liaison

Serve as a trusted connector between Sales, Billing and Operations – facilitating communication and ensuring that complex account transactions move forward without delay.

Proactively communicate status updates to internal stakeholders and customers as needed throughout the lifecycle of a transaction.

Identify process inefficiencies and escalate suggestions for improvement to sales leadership.

Qualifications

Excellent written and verbal communication skills. Comfortable speaking with customers on the phone and video conference calls.

Strong organizational skills and high attention to detail; able to manage multiple tasks and deadlines simultaneously.

Proficiency with standard business software (email, spreadsheet, CRM tools).

Self-starter with a collaborative mindset and willingness to learn new systems quickly.

Desired but Not Required

Prior experience with Salesforce CRM, Hubspot, Totango and /or NetSuite (even in a personal, academic or internship context).

Experience in customer-facing or administrative support role.

Familiarity with SaaS business models, subscription billing, or B2B sales processes.