• Review, evaluate, approve, and implement new and renewal client Service Contract requests (enrollments, activations, pricing, catalog creation, landing pages) in Salesforce and our Becker Learning Management System (LMS), while communicating with Sales staff to address and resolve contract issues • Respond to, investigate, and resolve customer (internal and external) issues on the eCommerce Website or Learning Management Systems, escalating to the Business Operations and Solutions Manager, or the Sr. Manager, Sales Enablement (as appropriate) ensuring follow-up until issue is resolved with IT, Platform Support and customer notification • Communicate with internal Becker teams (Product, Sales, Development, Curriculum, Salesforce /IT) and external LMS providers to address and resolve issues impacting course delivery, catalog management, and system changes, escalating as needed • Create and update Standard Operating Procedures (SOPs) to address changes in policy and procedure impacting the business and our customers • Evaluates and provides recommendations for process/workflow improvements within Salesforce (SF) or the Learning Management System (LMS) to increase efficiency while maintaining quality standards for customer experience • Provides ongoing process and procedure guidance and training to Becker Sales staff (existing and new hire), to promote timely and accurate processing of requests • Prepare and sends AICC/SCORM files as required for Becker B2B customers, while identifying issues prohibiting delivery • Generate special reports out of Salesforce / CPE LMS as needed. • Maintain B2B AICC/SCORM customer master file • Manage the creation and maintenance of course schedules and publishing in the CPA/CMA LMS • Participates in pre-launch/deployment testing and implementing changes to Salesforce (SF), Becker’s proprietary Learning Management System (LMS) and company eCommerce website • Actively increases job and product knowledge by participating in training and other organizational learning opportunities • Review of creation and maintenance of organization (B2B Customer) records in Salesforce (SF) • Review and processes CPA Direct Bill authorization and hold orders for various Becker clients, while identifying inaccuracies, conflicting with established process or client requirements • Completes other duties as assigned • May need to travel one to two times per year for department or ecosystem all hands meetings.