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2020.03.23.

Customer Engagement Mgmt Advisor III

Introduction

The Customer & Sales Support Manager (shortened CSSM) works within a European, multicultural and fast moving business environment, supporting Sales Operations, BU and Sales Force within the area of quote to order. He/she is located in a central QTO team and has a wide variety of responsibilities.

 

Tasks

1.       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 solution consultancy (no B2Bi)

• Provide consultancy on product offering and pricing

• Performs triage on issues and redirects to appropriate teams

2.       Catalogue Deployment & Maintenance:

•       Drive Catalogue set-up & maintenance in line with Sales and Customer requirements

•       Proactively manage EOL and NPI in customer offering and catalogue

•       Manage offering and pricing update across BUs and coordination across regions

•       Accountable for quality and availability of customer catalogue and pricing (including PCCS)

•       Set-up simplified deals.

•       Obtain price approval for customer offering and circulate within account team

•       Contract/Deal Setup & Mgmt

•       Supports bid preparation by providing margin, config and quote support

•       Manages standard and simplified deal set-up

•       Manages external lease renewal process with customer

·       Manages offering and pricing updates for all Bus

3.       Customer support and communication:

•   Provide customized portal training

•   Manage all quote requests

•   Acts as single point of contact on issues regarding offering, catalog, B2B portal access and capabilities

•   Proactively inform Sales or Customer on any major change in the catalogue

•   Manage Demo/Certification unit requests 4. Metrics & controls

•   KPIs control and Global Business Services (GBS) and implements corrective actions in case of deviations.

•   Supports the team for timely closure of all cases impacting the team’s KPIs

•   Prepares and presents metrics evolution monthly presentations

•   Monitors, troubleshoots, and improves area-of-control operational processes to ensure optimum performance and practice consistency

Expectations

·         English language

·         French language

·         Customer Oriented mindset

·         Technical Skills

 

Benefit