Senior Process Associate

Job Summary

Job Overview

As a Deal Support Agent (Tier 2) , you are the first point of contact for our Sales teams in a high-velocity, live-chat environment. You will provide real-time guidance on the entire deal life cycle—including customer setup, contracting, and quote generation—while navigating complex Google processes and policies. Your mission is to ensure every deal entering the pipeline is accurate, compliant, and positioned for seamless booking through instant, expert intervention. You will provide rapid support, ensuring that every request is validated and processed with speed and absolute compliance

Responsibilities

Live-Chat Delivery & Execution

œ Real-Time Response: Provide rapid, high-quality responses to Sales queries regarding CRM navigation and deal process support within a chat interface.

œ Multi-Thread Management: Efficiently manage multiple chat threads while maintaining high accuracy and professional "chat etiquette."

œ Policy Compliance: Ensure guidance is given in real-time compliance with internal Google policies and processes.

œ CRM Hygiene: Ensure real-time CRM hygiene and quote-to-cash accuracy.

Key Responsibilities

Core Contractual & Deal Responsibilities

œ Contract Execution: Review and respond to customer and / or sales team requests for amendment to Googlefs standard contractual documentation on low complexity deals utilizing pre-approved fallbacks.

œ Rationale & Guidance: Provide commentary, explanation and rationale for changes (or inability to do so) and guide sales and other internal stakeholder teams (including but not limited to Sales, Deal Pursuit, Order Management) on exception approval processes for out of scope or policy contractual change requests.

œ Validation: Provide a contract administration and validation function to ensure that amended contract packages are compliant with Compliance, Accounting and Operational policies and bookable by the Order Management team.

œ End-to-End Expertise: Thorough understanding of end to end deal management workflow from reviewing contracts to suggesting fallbacks, to drafting order forms, and booking the order sufficient to explain and/or troubleshoot deals and related issues to relevant stakeholders.

œ Stakeholder Management: Liaise between Google Legal, Sales, and Customer to interpret clauses, and draft custom agreement language for Legal review based on Deal Pursuit or Google Legal guidance. Build productive relationships and feedback loops with Legal, Finance, Sales and Product teams to drive efficiencies.

œ Case & Opportunity Management: Utilize and maintain case management, opportunity management and contract management system records for the transitions being worked in accordance with instructions.

Skill Requirements

Skill Requirements

œ 3+ years of experience in Contract Management in a tech environment;

œ Ability to translate complex legal and procedural concepts into clear, concise "chat-friendly" explanations without losing technical accuracy.

œ Customer service mind-set

œ Strong analytical and problem solving skills

œ A strong foundational understanding of redlining and contract negotiations

œ Proven track record of partnering effectively on cross-functional projects;

œ Excellent written and verbal communication skills, facilitating clear and open communication at all levels of the organization

œ Previous experience providing support in a high-volume live-chat

environment is a significant plus.

Must Have Skill

LTC- All

Good to Have Skill

Other Requirements