Robert Ahlstrom

208-569-1646 ahlsrobe@yahoo.com www.linkedin.com/in/robertahlstrom

PROFESSIONAL SUMMARY
Successful Business Operations Analyst with 10+ years of experience working in sales support and customer
operations within the Cloud/SaaS industry. Using CRM and ERP business tools as well as customer service best
practices, I help customers and sales teams throughout the renewal process to drive bookings and to provide account
insights both post sales and pre-sale.

Professional Experience

Adobe Systems Inc., Lehi, UT

Business Operations Analyst 2016 - Present
 Managed the order completion process with Order Management to ensure on time booking via Salesforce.com.
 Effectively reduced the quantity of customer open orders by 30% in 1 year.
 Reliable expert on the Connect deal registration and licensing programs and relevant systems.
 Successfully executed and managed deal registration rebate payment cycles in collaboration with finance resources
using Salesforce.com.
 Liaison with trusted VAR (value-added resellers) and supported forecasting and lead management reporting.
 Proven ability to effectively respond to inquiries directed to Connect Business Operations team mailbox.
 Proactively maintained communication regarding order status with management, sales, and customers.

Genesys, Inc., Salt Lake City, UT

Operations Analyst 2014 – 2016
 Ensured timely order processing of all revenue and non-revenue license and services transactions, processed 5 – 10
orders daily.
 Reviewed and verified order documentation from sales teams and customers (quotes, purchase orders, SOW’s
contracts, etc.).
 Successfully reduced order processing time by 40% by collaborating with data management, finance, procurement,
professional services, and customer care teams.
 Effectively managed sales contracts and other support documentation.
 Created and developed approaches to problems and recommended solutions to both internal and external customers,
including standard responses and answers to frequently asked questions.

Adobe Systems Inc., Lehi, UT

Order Management Analyst 2012 – 2014
 Proven ability to process revenue and non-revenue contracts/orders including validation of purchase orders and
customer contracts within ECC/SAP and Salesforce.com, Processed 5-10 orders daily.
 Provided support for OM transactions, and communicated with Partners, Sales, Finance, Traffic, Shipping, GSCM,
Credit/CMG, and other internal departments which fully support the OM process.
 Successfully analyzed and developed solutions while leveraging standard practices and procedures that resulted in
sound working relationships on cross-functional issues surrounding sales, credit, and finance.
 Created and updated 12 training documentations for Order Management processes and assisted in training junior
Order Management Analysts.
 Researched and completed 6 weekly reconciliation reports.

Deal Desk Analyst 2011 – 2012

 Certified $1.5 million in sales deals.
 Served as a trusted advisor to field sales on pricing, product configuration, and business terms to drive agreement
closure.
 Managed the end-to-end deal review process and support the execution of contractual documents while ensuring
compliance with business policies.
 Ensured compliance with published sales and business approval policies and serve as an escalation point to business
partners for quote-to-cash operations.
 Robert Ahlstrom

 Acted as the primary liaison with all cross-functional business partners involved in the order process to facilitate
agreement closure.
 Built productive relationships and feedback loops with Legal, Finance, Sales and Product teams to drive agreement
efficiencies.

Novell, Inc., Provo, UT 2007 – 2011

Customer Compliance Analyst 1
 Performed annual audit of customer accounts and sales orders against known customer licensing records in Excel.
 Validated reporting by working with sales, customers and fulfillment agents to ensure correct reporting and payment.
 Compiled customer data using Oracle 11i regarding products owned, service contracts, and purchase records.
 Reviewed contract terms and conditions at time of renewal or term rollover.
 Managed multiple audits at a time and worked to resolve escalating compliance issues.
 Trained newer team members about audit processes and procedures.
 Worked in teams to complete department projects.
 Generated $500,000 in revenue per year from audits.
 Completed 35+ audits per quarter.
Special Project Administrator 2006 – 2007
 Communicated with Sales Reps, Contract Negotiators, and Compliance Analysts of intention to terminate contracts.
 Located 120 non-revenue producing contracts and prepared them for termination.

United States Senate, Washington, D.C. 2005

Senate Intern

Education and Other Professional Development

Gonzaga University, Spokane, WA

M.A., Organizational Leadership

Idaho State University, Pocatello, ID

B.S., Political Science

BYU Idaho, Rexburg, ID

A.A., Information Systems

The Washington Center, Washington, D.C.

Leadership and Academic Seminars in conjunction with Internship

Relevant Online Course Work Certificates:

Lynda.com: Customer Service, Customer Success, Customer Retention, Sales Forecasting, Pivot Tables,
Macros, Excel Formulas and Functions, Tableau 10

SalesForce.com: Leads & Opportunities, Service Cloud, Accounts & Contacts, CPQ, Reports &
Dashboards, Data Quality

Volunteer Service
United Way/community service
Cub Scout Leader, Eagle Scout