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 & HANDLE INQUIRIES AND REQUESTS

-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

COMMUNICATE WITH FIELD REP

-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 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 Sales Operations leaders 

-Archive all contract paperwork

ENSURE EFFECTIVE TEAMWORK

-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

Required Skills

• Understanding of SOX rules and regulations
• Fluent language skills in English and German
• 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.

Required Experience

• Understanding of SOX rules and regulations
• Fluent language skills in English and German
• 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.