Sales Support Representive

Sales Support Representatives enable Sales AE’s 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 and handle inquiries with request

·       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

Communication

·       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 Quotations

·       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

·       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

Teamwork makes the dream work

·       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

• Understanding of SOX rules and regulations
• Fluent language skills in English is a must 
• 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 customer’s requirements such as the need for accuracy, reliability and good-attitude.