Account Support Executive
The Account Support Executive role is responsible for customer satisfaction and achievement of their designated territories operational and sales goals from quote to invoicing. He/She interacts with customers and functions as an advisory to manage stakeholder deal alignment, including: proposal generation, product or journal title analysis, identifying upselling opportunities , adherence to business models and pricing guidelines, agreement consultation and legal support, providing customer support for license management, advising on processing of invoicing new and renewal agreements in the most timely and efficient manner. He/she also closely work with sales to plan, drive and track quarterly and yearly renewal closure including large renewal management.
As his/her main territory is India, excellent communication skills (both verbal and written) in English is a must. He/She will be responsible for communicating with Indian customers to discuss about renewals including proposal generation, analyizing customer’s usage report to optimize title selection, identifying upsell opportunities. He/She should be experienced with managing Indian Academic and Government customers and understand thier concerns, able to work closely with regional sales leaders to address business challenges and meet customers’ requests.
- Support Sales Performance
The first line of contact for customers’ queries related to agreement status, invoicing, title reconciliation, and other (similar) non-sales related questions including solution access de-activation, incorrect usage statistics, print subscription adjustments, etc.
General customer service where applicable, returning phone calls and replying emails in a timely manner.
Manage monthly commit/pipeline delivery new business.
Plan, drive and track quarterly rolling year and calendar year renewal closure as per quota.
Periodic renewal/ new sales reporting to sales and management.
Prepare new sales proposals and scenario pricing and execute contracting and invoicing management (quote to cash) for commercial sales closure ensuring achievement of all business models, pricing guidelines and state models, approval of all terms and sign-off by the appropriate authorities involved.
- Support Account Engagement
Customer portfolio validation.
Advice and manage stakeholder deal alignment (legal, finance, pricing, 02C, CPU)
Tender support to sales team.
Drive long tail renewal and provide low value new sales quotations to customers.
Large deal project management.
Account analysis & process advisory.
- Process Compliance
Understanding of overall business processes (quote to cash, fulfillment, & billing).
Clear understanding and control of business model, pricing guidelines, revenue recognition guidelines and legal agreements.
Prepare and maintain accurate record (main files, electronic files and personal files) of all order transactions.
Sox sequence and consistency control
- Process Excellence
Accurately process CRM and Trial agreement management.
Accurately processing of agreements within SIEBEL CRM System in cooperation with the Central Processing Unit and other supporting fuctions.
Provide agreement consultation and legal support with proper usage of Legal toolkit, templates and guidelines.
Maintenance and Drive of high Data Quality (including planning hygiene) standards.
Execution of Final Invoice in timely and efficient manner.
Participate or lead process improvement projects.
Functional and Technical Competencies
Customer service orientation.
Prior experience in a role Supporting Sales or in Order Management.
Prior experience in a multi-national company preferred.
Ability to achieve goals through teamwork and cross-functional collaboration.
Leadership, takes initiative and follows-through. A successful candidate will be an individual who is a self-starter and is determined to overcome challenges and drive tasks through to completion.
Ability to prioritise and multi-task.
Strong analytical and organisational skills; detail oriented.
Strong written and verbal communication skills; fluent in written and spoken English.
Ability to work independently with minimal supervision.
Proficient time and project management skills.
Education, Knowledge, Skills and Experiences (and any other requirements)
Fluent in English both verbal and written
Prior experience with ERP tools, Salesforce.com, Siebel or Oracle preferred.
Intermediate to advanced proficiency in Microsoft Excel preferred.
Proficiency with other Microsoft Office (Word, Outlook, and PowerPoint) required.
Apply for the Job