Seller Service Center Associate

Responsibilities

• Triage, qualify, and route inbound opportunities in a timely and effective manner
• Serve as the primary intake contact for BU leads and pursuit managers across all Huron industries
• Review Salesforce watchlist, account, opportunity, NPR, and case history for inbound pursuits
• Evaluate inbound opportunities against the standard qualification framework; apply cross-industry judgment to score and develop go/no-go recommendations
• Shred simple RFx for requirements, match keywords to Huron capabilities, leverage AI to search for incumbent/competitive data, highlight key dates and information regarding submission requirements
• Own the triage matrix logic and intake routing guide; update decision criteria as pipeline patterns and industry mix evolve
• Communicate routing decisions and pursuit team assignments clearly; ensure all relevant stakeholders are included per the triage matrix
• Execute the intake-to-pursuit handoff for assigned opportunities, providing background, critical context, and next steps to assigned GET resources
• Utilize legal agent as needed
• Escalate cases requiring review, capacity conflicts, and exception decisions to leadership with a clear recommendation and supporting rationale
• Manage GET capacity and resource assignment
• Maintain and monitor GET capacity model across industries; match pursuit support needs to available resources in a timely manner
• Use Salesforce reporting and dashboards to assess available GET SE capacity against inbound pursuit demand
• Liaise with industry GET representatives to assign cases
• Provide regular updates to GET and sales leadership on capacity, caseload, and potential risks
• Oversee the Offshore Analyst's intake queue and triage activities; provide coaching, direction, and quality feedback on a regular cadence
• Drive pipeline reporting and data integrity
• Review and validate ServiceNow analytics and pipeline reporting packages produced by the Offshore Analyst before distribution to leadership
• Translate pipeline data into actionable insights for capacity planning and pursuit prioritization conversations
• Monitor Salesforce case data for accuracy; work with the Offshore Analyst to resolve data gaps and compliance issues
• Track key intake metrics — volume, cycle time, go/no-go ratios, routing accuracy — and surface trends to leadership
• Maintain and improve intake process documentation
• Author and maintain internal playbooks for intake workflow, triage logic, and routing protocols
• Design and update the triage matrix and routing guide decision logic as intake patterns change
• Identify process gaps and propose improvements to increase throughput, decision quality, and service consistency
• Support enterprise sales intake initiatives (e.g., ServiceNow, Salesforce case optimization, Service AI Agents) as needed

Requirements

• Excellent written and verbal communication skills
• The ability to exercise independent judgment in ambiguous situations
• Strong organizational skills
• Comfortable engaging with senior stakeholders
• Familiarity with automation/AI agents