Sales Support Coordinator

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