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2020.03.05.

Customer Engagement Mgmt Advisor III

Introduction

The Customer & Sales Support Manager (CSSM) works within a European, multicultural and fast moving business environment, supporting Sales Operations, Business Units (shorten BU) and Sales Force within the area of Catalogue Management and Maintenance. He/she is located in the EMEA Direct Operations team and has a wide variety of responsibilities

Tasks

• Consultancy & Design of Product Offering: Key contact for the Sales organization for Customer E-Catalogue and Portal related matters. Guide Sales and implement optimal catalogue structure. Proactively informs Sales/Customer on any major change in offering or pricing. Provide B2B and/or ELITE solution consultancy. Provide consultancy on product specs, Product Lifecycle Management, Replacements, offering and pricing. Performs triage on issues and redirects to appropriate teams.

• Catalogue Deployment & Maintenance: Drive Catalogue setup & maintenance in line with Sales and Customer requirements. Proactive manage EOL and NPI in customer offering and catalogue. Manage offering and pricing updates across BUs and coordination across regions. Accountable for quality and availability of customer catalogue and pricing (including PCCS) Setup simplified deals. Setup users and user access. Obtain price approval for customer offering and circulate within account team. Support Contract / Deal Setup & Mgmt Coordinates bid preparation by providing margin, Configuration and quote Manages standard and simplified deal setup. Manages external lease renewal process with customer.

• Customer support and communication: Provide customized portal training. Manage all quote requests. Acts as single point of contact on issues regarding offering, catalogue, B2B and/or ELITE portal access and capabilities. Provides guidance for Back Office teams with which a direct relation exists. Proactive inform Sales or Customer on any major change in the catalogue. Supports Demo/Certification unit requests.

• Metrics control and Reporting KPIs control – self monitor KPIs Implements corrective actions in case of deviations. Supporting ongoing strategic projects by implementing, reporting and providing feedback. Ensure 100% adoption of reporting tools. Data quality assurance for the info filled in reports, other tools.

Other Responsibilities

• Responsible to achieve the individual objectives, as agreed with the direct manager/supervisor at the beginning of our client. fiscal year and as reflected in our client's performance management tool.

• Responsible to caring for securing the department’s equipment under his/her ownership during the duration of his/her employment.

• Ensures proper backup and handover during vacation and other absence.

• Ensure the vacation request and other absence is approved and logged in the appropriate systems.

• Applies internal policies to ensure our client's policies and audit requirements are met.

• Respects and apply the "Internal Regulation Policy".

• Respects our client's rules of confidentiality and private information policies.

• Performs additional activities related to department’s activities as assigned by managers.

• Demonstrates fundamental understanding of legal concerns and requirements. Understands and effectively integrates our client's corporate vision, line-of-business objectives, and associated value propositions within operations program design & roll-out.

• Understands HR role in corporate governance and accesses this expertise in support of a positive corporate environment.

• Demonstrates fundamental understanding of information management systems and infrastructure

• Develops methods for supporting innovation and change across the organization

• Approaches problems in a rational manner using sound strategies that ensure comprehensive understanding and effective resolution

Expectations
  • Customer driven
  • Exposure to high-scale operations
  • Sales support
  • IT configuration
  • Fluent English knowledge
  • Fluent Spanish knowledge
Benefit