As part of the Japan Business Operations Team, the role plays a critical part in the day to day administration of sales and account management activities. The Sales Support Specialist drives efficiencies by reducing the administrative burden on Account Management. As the main liaison to Customer Administration, this person will facilitate the order to cash cycle in an accurate and timely manner. This role will work closely with internal stakeholders to address customers’ administrative issues and administer complex deals.
・ Act as first line support for Account Managers on order process and system queries
・ Collaborate closely with Order Management Specialists (OMS) for quote to cash cycle including:
・ Order processing support, Support GRC and Genesis with OMS team (trials, documentation, ELM, processing) with proactive escalation of issues/blockers as required
・ Sales Processing of notified cancellations 90 days in advance of CED
・ Credits procedures incl. billing accuracy and reconciliation, appropriate escalation and support resolution
・ Entitlements support such as permission error handling, user list pulls and sends, user swaps, exchange/third party additions and removals etc…
・ Document handling Accuracy of order forms, contract franking and follow-ups, support obtaining signed contracts and order forms from customers, process and validate cancellation requests/terms
・ Manage indexing and storage of signed contracts and order form hard copies, handle contract and order form copy retrieval requests
・ Manage admin queries from clients and work with internal stakeholders to provide resolution or proper escalation of issues
・ Coordinate complex deals in collaboration with Account Managers and OMS
・ Manage Free Trials for setup and extension (Eikon)
・ Support selling administrative activities: running reports for sales meetings, respond to ad hoc data requests for sales management. To a smaller extent, SSS may also support other customer engagement activities (e.g. sales event coordination)
・ Provide initial administration guidance into large scale client projects e.g. product migrations, client mergers & large client roll outs.
・ Play a supporting role in the annual price increase process e.g. reporting on contractual exceptions and business exceptions