Position Purpose:
The Major Account Support ‘s role is to support sales efforts of Major Account Field sales organization to achieve/exceed revenue goals, account data integrity and while ensuring a positive customer experience.
Sales Support Objectives:
To ensure processing and completion of all Major Account orders in a timely and efficient manner through back office administration of the following responsibilities:
• Streamline customer facing back office processes to increase and maintain a high level of Customer satisfaction
• Interfaces with the following internal partners when deemed necessary:
• Contract Administration
• Legal
• Customer Financial Services ( CFS)
• Sales Operations
• Finance
• Licensing and Data Management
• Business Center
• New Product Introduction ( NPI)
Primary Responsibilities:
• Mine internal databases to identify customer purchase history, install base records and identify contacts and update when necessary
• Research and resolve issues concerning, chargeback, commission, bonus, missing data and RMA product.
• Understand and communicate services pricing, licensing options, and upgrade paths.
• Leverage internal databases and other tools to research accounts and identify contacts.
• Coordinate and drive attendance to account-specific seminars and customer briefings (web-based or on-site)
• Prepare activity, forecast reports and quotes as requested.
• Maintain up-to-date knowledge of competitive positioning in the marketplace to ensure seamless, extraordinary service for strategic accounts
• Interface with Legal/Finance on special pricing.
• Navigate orders through system limitations and partner with the appropriate departments to track status on global orders
• Interface with Finance and Metrics and Reporting to ensure accurate reports for global accounts
• Identify and escalate sales opportunities that require an Applications Engineer or Piracy involvement to global account manager.
• Interface and partner with other departments to ensure proper flow of orders for global accounts
• Serve as telephone and email back up for assigned global account managers and provide limited administrative support.
• Other duties as assigned by management
• Global process documentation created and maintenance
Interaction
This position is also closely aligned with Major Account Sales Managers:
Skill and Knowledge:
• Strong organizational and time management skills. Ability to juggle multiple projects and priorities.
• Excellent communication and interpersonal skills.
• Knowledge of client based markets.
• Motivated by individual and team achievement
• Has experience providing support to sales personnel and customers.
• Has worked with all basic transactions and record-keeping functions.
• Can research and respond to customer queries and requests.
• Has assisted in developing proposals, presentations, newsletters, ABC documentation, etc.
• Maintains customer and sales-related information in line with record-keeping requirements.
Experience/Qualifications:
BA/BS or equivalent experience. A minimum of 5 years sales support/customer service experience
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