Job Details
Job Title : Manager, Sales Support - APJ
Tracking Code : A25-135
Job Location : 9 Raffles Place, Suite #17-03 Republic Plaza, Singapore
Job Level : Choose One
Category : Sales and related
Position Type : Full-Time/Regular
Job Purpose
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
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 Executives
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
Identify gaps or required improvements in CRM process to eliminate noise and increase visibility to key market segments and strategic accounts
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 Director, Sales Support
Archive all contract paperwork
ENSURE 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 regions
Own projects to help improve processes and systems
Develop analytical reports/dashboards for team to ensure efficiency and performance of direct sales/partner accounts
Working 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 operations
Onboarding
Ensure new hires within Sales Support Team are properly trained and onboarded
Ensure Sales new hire is onboarded and updated with Sales Support related topics
Required Experience
Skills and Knowledge Required
Understanding of SOX rules and regulations
Fluent language skills in English & local language as a minimum
Bachelor’s degree (preferred) or equivalent experience
A minimum of 5 years of Sales Operation experience or Business Administration
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 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.
#J-18808-Ljbffr