Job Description

About the role

Customer engagement and support:

• Accountable to drive Organic growth upselling activities
• Organic Growth is defined as "Commercial moves, adds and changes for an existing customer, covered by a signed contract and that does not require the Bid process"
• Own customer governance structure for Sales Ops related activities. Responsible for implementing seemless governance structure of Quote to Order activities across all regions.
• Responsible for regular reports for in charge customers
• Responsible for customer requests execution and day-to-day account activities in order to maintain and enhance customer relationships, provides input and manages action plans for department responsibilities
• Engages with customer through face to face and/or remotely to support QTO process related requests
• Works with billing and accounts receivable teams to resolve invoice quires, credit notes and customer non-payment issues.
• Responsible for resolving and responding to customer's billing/invoice inquires
• Responsible for commercial inventory management
• Responsible for preparing and supporting customer for Service Delivery and Traking Tool (SRT) usage (customer engagement - trainings - support - compliance)
• Owns customer specific instructions and guidelines (price book, process, customer labelling, BAN-usage etc.)
• Responsible for coordinating other resources assigned to the account for QTO activities.
• Responsible for engaging right resources and finding solutions for complex ordering requirements.

Bid support and non-organic growth activities:

• Coordinates contract renewal, repricing and project preparation activities to ensure standard QTB-model is executed.
• Aligns with account manager, engagement manager and/or bid manager(s) to decide Go/no-go with Bid proposal in these parts that related to Sales Ops
• Act as quality assurance and consultant to Bid teams regarding Sales Ops related topics to ensure information needed to create quotes and orders according to standard QTB-process is received, obtained and validated
• Feed Pricing Portal if there is no pre sales COE team assigned
• Validate and sign off contractual elements against standard QTB-process that related to Sales Ops topics like: customer request communication and tools, QTOreporting, governance structure, disconnect process, payment terms, billing proposals, standard product rules (like Billing)
• Set up "service description Sales Ops process " which include the guidelines, documentation and checklists to ensure smooth process from Bid phase to order creation/signoff phase
• Ensures local contracts are in place

Quote to Order:

• Act as owner of the quote to order cycle at , ensuring QTO-performance is in line with customer expectations. Owns customer agreements and acts on them where needed for sales operations matters.
• Is responsible for pricing compliance to the contractual price commitments.
• Is responsible for miximising profitability of the organic growth.
• Is responsible for various contractual requirements for QTO, such as response time, SLA & SLO
• Owns, cooperates and guides sales ops admins in Bratislava in order to deliver quote to order cycle, using general + customer specific instructions and guidelines (price book, process, customer labeling, BAN-usage etc.)
• proactively Escalate pending actions (quotes, orders, billing issues etc.) including KPI-management
• Proactive initiate improvement projects to improve the QTO-process, aim for Operational Excellence
• Proactive document and continuously develop customer specific processes, templates and requirements
• Work closely with sales Ops admins to develop his/her performance, give guidance and support for required knowledge
• Initiatie or take part from assigned improvement projects, UAT, SRT etc.

Account manager support:

• Owns medium to large customers organic growth management and reporting
• Report new potentials to account management team
• Acts as advisor to customers and account teams on QTB process matters
• support account managers to reach the 4 objectives: Revenue, Order Intake, CSAT and AR Other
• Drive Sales Operation processes / requests with various sales and non-sales departments within Orange Business Services (CS&O, Billing, Finance, etc.)
• Leading the (virtual) team members working on Sales Ops related activities as per Matrix organizational structure

About you

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Additional information

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Department

Sales & Marketing Asia Pacific

Contract

Regular