Job Description

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:

• Prompt responses to phone calls and emails on Redirect request / issue to appropiate functions
• Ownership of issues through to resolution
• Refer to “Common Requests” for examples and provide information on our solutions and services
• Answer product questions while uncover new opportunities within
• Transition potential opportunities to Sales

• Interact with Sales to ensure Professional service request to provide SOW
• Interact with Sales to ensure Education for custom proposals
• Provide customer or partner data while sharing contacts as well as historical knowledge on products too

• 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 customer
• 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 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

• 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

• 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

• 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 customer’s requirements such as the need for accuracy, reliability and good-attitude.
• 5 - 7 years’ experience supporting a solution sales team
• Bachelor’s degree, or equivalent years of experience.
• Experience in business process management/software industry is a plus