The Experience

An exciting opportunity to be a part of Salesforce. The Contract Specialist role is a skilled, experienced, and independent role focused on providing outstanding Quote-to-Cash support and guidance to Account Teams within our Commercial and Enterprise customer market segments across Japan, Korea, and Taiwan.

This guidance includes but is not limited to deal structure questions, quote support, contract support, deal calculations, service delivery support, and ensuring quotes are in compliance with revenue and company policy. The role requires a strong understanding of SaaS industry practices, Salesforce products, and company policies and procedures. It also requires the ability to work across a diverse scope of assignments both independently and within teams, think creatively to find solutions, and communicate clearly on complex scenarios — in both English and Japanese.
Due to the increasing transaction volume and the expansion of the Japan OU model, this role is critical to sustaining operational excellence in the region.

What You'll Actually Be Doing

• Respond to process and policy questions and effectively communicate requirements to Account Executives.

• Assist the Sales Team in quoting and deal structuring for transactions across Japan, Korea, and Taiwan markets.

• Assist AEs in addressing customer satisfaction inquiries related to contracts, invoices, and product issues through internal negotiations and feedback.

• Perform calculations as required, related to contract value, contract replacement, order replacement, utilization true-up, and overage scenarios.

• Partner with internal Pricing, Revenue Recognition, and Legal teams on contract issues, and provide guidance during contract negotiations to ensure proper revenue recognition and operational feasibility.

• Analyze information, identify key factors, and assess potential impacts related to exception approvals.

• Manage queue-based cases within Omnichannel and redirect cases to appropriate teams as necessary.

• Share best practices with team members to enhance the quality and efficiency of business processes and maintain the knowledge base.

• Support training of new team members.

• Ensure compliance with all company policies as well as SOX (Sarbanes-Oxley) compliance.

• Ensure all approval requests are properly documented in accordance with Sales Operations processes, escalated to the appropriate approval level, and resolved within SLA.

• Actively participate in User Acceptance Testing as well as other ad hoc projects.

You're Our Person If...

• You have 3+ years of sales/customer support experience, sales operations, or customer order management, ideally within the IT industry.

• You have hands-on experience with Quote-to-Cash processes, including contract structuring, deal calculations, and commission calculation.

• You are fluent in both Japanese and English, with strong written and verbal communication skills in both languages.

Even Better If...

• You have excellent interpersonal skills — articulate, willing to debate difficult issues constructively, and able to think quickly.

• You are extremely detail-oriented with the ability to clearly articulate case resolutions and actions required by Account Executives.

• You have the ability to analyze problems quickly and drive toward optimal outcomes independently.

• You have demonstrated participation in process improvement initiatives and/or project management experience.

• You can excel in a fast-growing, fast-paced environment delivering accuracy while managing to deadlines.

• You have the ability to understand broader business and financial issues, juggle multiple projects, and work under tight deadlines.

• You are proficient in the Microsoft Office suite; Salesforce CRM experience is a plus.

• You have prior experience supporting multi-market or cross-regional operations (Korea or Taiwan markets a plus).

• You have Korean language skills (spoken and/or written).