Sales Support Representatives enable Sales AEs to focus maximum time on selling by supporting on admin tasks and being the primary link to all other back-office functions to help ensure orders as processed compliantly but as efficiently as possible.
Key Responsibilities:
Supports Account Executive (AE) and Customer with all customer-impacting questions and requests:
PROVIDE PRIMARY POINT OF CONTACT & HANDLE INQUIRIES AND REQUESTS
Prompt responses to phone calls and emails
Redirect requests/issues to appropriate functions
Ownership of issues through to resolution
Refer to Common Requests for examples
Provide information on our solutions and services
Answer product questions
Uncover new opportunities
Transition potential opportunities to Sales
COMMUNICATE WITH FIELD REP
Interact with Sales AE to ensure PS request to provide SOW
interact with Sales AE to ensure Education for custom proposals
Provide customer or partner data
Share contacts and historical knowledge
PROACTIVE REVIEW OF OPPORTUNITIES
Proactive review of opportunities in Deal Desk Dashboard running through checklist
Check for existing terms on each transaction or issue correct Contract template for new customers
Track all assigned deals through to closure
Flag all items that need approvals and ensure approvals are sought for all items
Verify credit limits through Accounts Receivable and support resolution of overdue invoices
Engage Deal Managers and/or Legal to handle complex agreements and negotiations
Ensure revenue recognition compliance with Rev Rec rules
GENERATE QUOTES
Generate quotes for software-only transactions with BOM's following Licensing rules
Check proactively with OF team for complex BOM's or large/strategic deals to ensure no mistakes
CREATE ORDER PACKAGES FOR WON ORDERS
Compile all documentation in an order package
Create and submit an order package to OF team
Ensure PO is reviewed and correct as soon as received
Verify timely shipping of software/licenses before deadlines for Rev Rec
Ensure CRM Oppty data is updated to reflect final booked deal
Monitor software and hardware shipments
Provide updates to Sales Operations leaders
Archive all contract paperwork
ENSURE EFFECTIVE TEAMWORK
Support rest of team where help is needed (bandwidth or product expertise)
Own projects to help improve processes and systems to make team more effective & efficient
Required Skills
Understanding of SOX rules and regulations
Fluent language skills in English & local language as a minimum
Will require an understanding of the business context and rationale for our products and services as well as the business of our resellers.
Needs to be customer-service oriented and understand the value of accuracy and reliability.
Needs to work with confidence within a team environment to ensure that overall team targets are achieved.
Key attributes of the job are friendly and efficient manner and empathy with the customers requirements such as the need for accuracy, reliability and good-attitude.
