• Manage the Security Solutions Salesforce Certinia Cases queue by overseeing the intake and workflow of service requests submitted through Salesforce's case management system. Monitor cases as they are initially assigned to the queue that matches the service offering, and re-assign ownership to individual service agents to work the case. • Create and maintain list views to manage the total workload and queue of cases, ensuring efficient tracking of workload and turnaround time. • Ensure cases move efficiently through the workflow and are assigned to appropriate service agents for resolution, while monitoring which internal users receive case email notifications. • Assist with scoping activities, proposal development, and RFI/P responses under the guidance of senior consultants. • Use internal tools and processes to generate service quotes, help scope and track opportunities, and process and close opportunities. • Promptly responding to internal and external inquiries for professional services. • Understand and suggest ongoing process improvements for the presales service lifecycle. • Interface with Technical leaders, practice delivery leads, and Sales Support Specialists on a daily basis in a fast pace, engaging environment. • Document pre-sales processes, contribute content, methodologies, and documentation to help the practice grow. • Be able to manage multiple streams of work in an organized and timely manner. • Serve as a liaison between Customers, Vendors, and GuidePoint outside Sales Executives and Service Leaders • Document and maintain processes and procedures for presales workflow steps. • Develop and maintain relationships with GuidePoint key Vendors and Customers. • Attend regional/national forecast calls and perform pipeline analysis to ensure forecast accuracy. • Serve as a liaison between GuidePoint Service Leaders, Contracts and Proposal Departments, and vendors (as required) to process, track and manage service opportunities. • Work with the team to analyze information and make decisions that benefit GuidePoint Security.