Manager, Sales Support - Apj
The Manager, Sales Support leads the regional Sales Support team and provides support to regions AE's and Partners in an operational manner. Manager, Sales Support is the primary link to Director, Sales Support while overseeing the resource allocation and workflow of Sales Support cases, orders, data collection and the preparation of reports to support the sales team. He / she will also identify and resolve operational issues and resolve complex customer requests or complaints.
Key Responsibilities
Leading the regional Sales Support team is primary focus. In addition Manager, Sales Support ensures that Customers and Partners are being supported in their requests and that Account Executive (AE) are supported in a timely manner to be successful in their role.
Provide Primary Point Of Contact & Handle Inquiries And Requests
- Primary contact of the regional Sales Support team
- Prompt responses to phone calls, emails and Sales Support Cases
- Redirect requests / issues to appropriate functions
- Ownership of issues through to resolution
- Recommend changes in product offerings or pricing to customers
- Oversee the sales process from start to finish, including handling customers' complaints and questions about products
- Transition potential opportunities to Sales
Communicate With Field Rep
Interact with SVP Sales, RVP Sales and Account ExecutivesProvide customer or partner dataShare contacts and historical knowledgeProactive Review Of Opportunities
Proactive review of opportunities in Deal Desk Dashboard running through checklistCheck for existing terms on each transaction or issue correct Contract template for new customersIdentify gaps or required improvements in CRM process to eliminate noise and increase visibility to key market segments and strategic accountsFlag all items that need approvals and ensure approvals are sought for all itemsVerify credit limits through Accounts Receivable and support resolution of overdue invoicesEngage Deal Managers and / or Legal to handle complex agreements and negotiationsEnsure revenue recognition compliance with Rev Rec rulesGenerate Quotes
Generate quotes for software-only transactions with BOM's following Licensing rulesCheck proactively with OF team for complex BOM's or large / strategic deals to ensure no mistakesCreate Order Packages For Won Orders
Compile all documentation in an order packageCreate and submit an order package to OF teamEnsure PO is reviewed and correct as soon as receivedVerify timely shipping of software / licenses before deadlines for Rev RecEnsure CRM Oppty data is updated to reflect final booked dealMonitor software and hardware shipmentsProvide updates to Director, Sales SupportArchive all contract paperworkEnsure Effective Teamwork
Support rest of team where help is needed (bandwidth or product expertise)Engage with the Global Sales Support team to ensure collaboration and teamwork across regionsOwn projects to help improve processes and systemsDevelop analytical reports / dashboards for team to ensure efficiency and performance of direct sales / partner accountsWorking with Process Specialist to ensure Instructions / SOPs are created / correct / adjusted and that information is communicated throughout the team.Participate fully in cross-functional teams that addressed strategic business issues involving sales operationsOnboarding
Ensure new hires within Sales Support Team are properly trained and onboardedEnsure Sales new hire is onboarded and updated with Sales Support related topicsRequired Experience
Skills and Knowledge Required
Understanding of SOX rules and regulationsFluent language skills in English & local language as a minimumBachelor's degree (preferred) or equivalent experienceA minimum of 5 years of Sales Operation experience or Business AdministrationWill require an understanding of the business context and rationale for our products and services, as well as the business of our resellersNeeds to be customer-service oriented and understand the value of accuracy and reliabilityNeeds to work with confidence within a team environment to ensure that overall team targets are achievedKey attributes of the job are friendly and efficient manners and empathy with the customer's requirements such as the need for accuracy, reliability, and good attitude. In short, this person must strive to ensure that ES is an easy-to-work-with environment.Tungsten Automation is an Equal Opportunity Employer M / F / Disability / Vets
While the job description describes what is anticipated as the requirements of the position, the job requirements are subject to change based upon any changing needs and requirements of the business.