Sales Operations & Support Analyst

Join a High-Performance Culture That Drives Innovation and Excellence

At Vertiv, we don't just hire talent—we cultivate leaders who drive innovation and engage teams to push the limits of what's possible. As a global leader in critical digital infrastructure, we are scaling up to meet the demands of AI, data centers, and next-gen technology—and we need bold, high-performing individuals like YOU to take us to the next level.

Why Vertiv?

• High-Performance Culture: We empower you to think big, execute with excellence, and deliver impact. Our performance-driven mindset rewards those who challenge the status quo and drive meaningful change. Over 50 CEO Awards are given annually to recognize top talent moving the needle forward.
• Leadership Without Limits: Leadership at Vertiv goes beyond just titles—it's about accountability, trust, and ownership. Our leaders engage and drive with collaboration, innovation, and customer-centric thinking, setting the foundation for an action-focused culture.
• Limitless Growth & Learning: We believe in continuous development. Whether through rotational programs or high-impact projects, you'll have the opportunity to expand your expertise and grow your career.
• A Place for Everyone: Our commitment to inclusion ensures that all employee's unique strengths and perspectives are valued. Your voice matters, your growth is prioritized, and your success is celebrated.

Position Summary:

This role supports the company's pricing and margin strategies by analyzing discounts, evaluating margin performance, and generating data-driven recommendations to maximize revenue and profitability. It ensures accurate documentation, reporting, and commission assignments while supporting process improvements, pricing projects, and cross-functional alignment with Sales, Finance, Product Offering, and other key stakeholders.

The position also provides operational support through issue resolution, workload management, customer communication, and timely, error-free transaction processing. It contributes to team initiatives, training, quality assessments, and presentations, while offering insights and recommendations that aid leadership decision-making. Overall, the role drives pricing effectiveness, process efficiency, and strong business execution.

Job Responsibilities:

• Generate and evaluate margin calculations using approved standardized methodologies to improve margin and revenue for the business.
• Assess the effectiveness of discount programs and promotions through rigorous analysis of key performance metrics, including sales volume, revenue impact, and margin contribution.
• Document all completed evaluations using approved master forms.
• Obtain data from company applications and other approved sources.
• Assign commission (if needed) using approved methodology and defined policies.
• Assist / lead on update work instructions as required.
• Supporting, but not limited to own initiatives geared toward streamlining current processes, assisting, but not limited to creating new processes and using new technologies and systems.
• Grow total gross margin dollars by identifying pricing actions that encourage higher sales values, conversion rates, margin, and customer satisfaction.
• Determine profit margins to aid the business in assessing the influence of customer and industry composition.
• Assist pricing-related projects including establishing timelines, defining deliverables, and drafting communications or presentations.
• Collaborate with Sales, Finance, Product Offering, Order Management, VP of Sales Operations, Director of Services and the Executive Leadership Team to align discount strategies with overall business objectives and ensure effective execution.
• Optimize pricing models, discount strategies, and promotional pricing to maximize revenue and margin while balancing customer value and competitive positioning.
• Utilizing system tools to boost revenue for international orders from both market and non-market unit office of the organization.
• Work independently based on work demand notifications or as requested by the Strategic Pricing Manager, Sr. Analyst and Pricing Team Lead.
• Stay abreast of industry trends, best practices, and emerging technologies in discount optimization and contribute to the continuous improvement of discount strategies and methodologies.
• Evaluate new DOP types such as Small Quotes, Large quotes, and Major and GSA accounts.
• Identifies customer needs through communication and probing.
• Creates solutions to customer problems. Provide sound recommendations to their queries. Provides resolution the first time.
• Extending help on handling, servicing, follow-up, communication, and closure of issues.
• Completes workload on time. Monitors if transactions are processed in a timely manner.
• Completing an error-proof method to ensure all transactions done are accurately.
• Participates in conferences calls, meetings, and discussions with Sales Representatives, Sales Coordinators/ Analysts, and Managers.
• Adheres to shift schedules and attendance expectations to ensure consistent support to customers and a balanced workload for peers.
• Collaborates with other teams/support to complete the request of customers.
• Maintain team service level and assists in workload distribution.
• Assists team/functional/business overview presentations during counterpart visits as required by team lead/supervisor.
• Records and submits daily transaction records and/or trackers.
• Plans, executes, and manages own workload and projects in cooperation with line leaders.
• Participate in leading team meetings, huddles, and information cascades. Communicates with the team on best practices, lessons learned, process and product updates during team huddles/meetings.
• Handling team common mailboxes and delegates tasks to colleagues.
• Gathers data, analyses trend, generates and submits reports to department leaders with recommendations.
• Uses effective communication tools like, but not limited to, flow charts, process flows, diagrams, etc. to effectively communicate products and processes, convey information, and respond to queries/requests coming from different levels.
• Assists on identifying problems areas and sources, offers possible solutions and escalates to department leaders/seniors when necessary.
• Completes personal individual development plan and implements agreed training/development activities.
• Collaborate in identifying team opportunities and challenges. Provide sound recommendations to department leaders and/or stakeholders by translating, enhancing, and consolidating information into forms that can be used for decision making of the top management.
• Conducts quality assessments and offers constructive feedback or suggestions to colleagues.
• Support projects related to quality improvement.
• Actively participates in team activities and initiatives.
• Fulfil other reasonable duties and projects as required.
• Acts as a contingency for the next-tier equivalent or similar function to ensure business continuity.
• Assists on product/process/functional trainings.
• Collaborates and engages with team members to finalize assigned projects and programs.
• Engages in interdepartmental committees as a contributing member.

Qualifications:

• Bachelor's Degree of any 4-year course
• Preferably Degree in Finance, Statistics, Engineering, Business Administration, Economics, Ecommerce or related technical field.
• 3-year experience in customer service
• 2-year experience with Vertiv Customer service environment

The successful candidate will embrace Vertiv's Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

• Customer Focus
• Operational Excellence
• High-Performance Culture
• Innovation
• Financial Strength

OUR BEHAVIORS

• Think Big and Execute
• Act With Urgency
• Own It
• Drive Continuous Improvement
• Promote Transparent and Open Communication
• Learn and Seek Out Development
• Foster a Customer-First Mindset
• Lead by Example