Sales Support Coordinator
Job description
APOSITION DETAILS:
Position Title:
Sales Support Coordinator
Reports to (POSITION):
Sales Support Manager
Team:
Sales Support Team
Department:
Sales
Grade (If Applicable):
N/A
PURPOSE OF JOB:
(OVERALL DESCRIPTION OF THE POST WITHIN THE TEAM AND ORGANISATION)
To provide a high level of internal account management & admin support to the sales team, allowing the sales team to achieve target and providing customer excellence by meeting all SLA’s. Collaborate and work closely with our Vendor Alliances Team and Account Managers to help generate incremental business opportunities through strong customer relationships.
To ensure clients receive the very best in terms of service levels through both internal account management and procedural efficiency.
KEY RESPONSIBILITIES:
Be the first point of contact for all incoming customer queries & respond within our standard 4-hour SLA
Work collaboratively with your aligned Account Manager and our Vendor Alliances team on all licensing requests and presenting these back to the customer
Work in collaboration with our Legal & Contract Teams to ensure customers adhere to the correct terms and conditions and contracts are signed and added onto the system
Log deal registration for qualifying opportunities and understand how GP can be maximised from these
Co-ordinate and liaise with other internal departments where they own a specific process and ensure the customer is in receipt of the necessary tools/information within the business SLA
Ensure any contracted or agreed monthly reports are compiled and distributed in advance of effective date
To advise customers on licensing procedures and discuss purchasing options with them
Management of Customer Relationship Management System (Dynamics) for allocated accounts
Assist Account Manager with monthly forecasting and account mapping
Ensure all orders are processed accurately in line with operations procedures
Ensure all outstanding orders are delivered and invoiced at the end of each month and follow up with suppliers/distribution where required
Provide, track, and follow up on all software quotations & manage and notify customers for all contractual renewals
Complete operational tasks across all vendors including management of all renewals and annuity business
Regular liaison with the relevant personnel within our customers’ organisation (specifically at Purchasing level) & build relationships on a day-to-day basis
Distribute & follow up on all database alerts such as compliance and agreement expiry notifications
Training customers on vendor portals and management of these and their benefits
Collate and prepare data for customer QBR meetings
Attend Customer review meetings & perform Operational health checks on a regular basis
Provide cover for members of your team as necessary
Generation of incremental business opportunities through strong customer relationships.
Be able to discuss Microsoft licensing programmes with customers and understand licensing rules and procedures for the different programmes available
To be able to source pricing for all vendors and be able to digest new licensing information and explain this back to the customer
WIDER TEAM NETWORK
(WHICH TEAMS WILL THE POSITION WORK WITH DIRECTLY AND WHO WILL THEY RELATE TO EXTERNALLY)
Internal
Sales, Vendor Alliances, Managed Vendor Services (Renewals), Consultancy, Purchasing, MS Operations & Service Operations
External
Working directly with our mainstream Distributors & Partners and Key Vendors where we purchase directly
QUALIFICATIONS, EXPERIENCE, & SKILLS:
(DELETE AS REQUIRED IF ESSENTIAL OR DESIRABLE, REMOVE UNNECESSARY REQUIRENENTs)
Educational Qualifications:
Minimum A-Levels (A-C) English & Mathematics
Batchelor’s Degree in a relevant subject
DESIRABLE
Other Requirements
Good understanding of IT (specifically software) and Business IT challenges
DESIRABLE
Interest in furthering Sales career by gaining supported experience dealing with customers
DESIRABLE
A proven track record of excellent customer service
ESSENTIAL
CORE Competencies & SKILLS – BASED ON POSITION AND GRADE (IF APPLICABLE)
(INCLUDE CORE COMPETENCIES & SKILLS REQUIRED FOR THIS POSITION BASED ON THE GRADE)
Organised individual with excellent time management
Accuracy and attention to detail essential
Copes well under pressure and can meet deadlines
Excellent verbal and written communication with customer service/facing skills essential
Self-motivated and able to take responsibility
Commercial acumen and ability to construct and drive commercial outcomes to achieve positive results
Intermediate-level skills in use of Microsoft Office suite applications
Tenacious, outgoing, and quick to learn
Adaptable and forward thinking