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