Manager, Sales Support

3 days ago

Raffles Place, Singapore KOFAX SINGAPORE PTE. LTD. Full time $90,000 - $120,000 per year

Job Purpose

The Manager, Sales Support leads the regional Sales Support team and provides support to regions AE's and Partners in an operational manner.  Manager, Sales Support is the primary link to Director, Sales Support while overseeing the resource allocation and workflow of Sales Support cases, orders, data collection and the preparation of reports to support the sales team. He/she will also identify and resolve operational issues and resolve complex customer requests or complaints.

Key Responsibilities

Leading the regional Sales Support team is primary focus. In addition Manager, Sales Support ensures that Customers and Partners are being supported in their requests and that Account Executive (AE) are supported in a timely manner to be successful in their role.

PROVIDE PRIMARY POINT OF CONTACT & HANDLE INQUIRIES AND REQUESTS

  • Primary contact of the regional Sales Support team
  • Prompt responses to phone calls, emails and Sales Support Cases
  • Redirect requests/issues to appropriate functions
  • Ownership of issues through to resolution
  • Recommend changes in product offerings or pricing to customers
  • Oversee the sales process from start to finish, including handling customers' complaints and questions about products
  • Transition potential opportunities to Sales

COMMUNICATE WITH FIELD REP

  • Interact with SVP Sales, RVP Sales and Account Executives
  • Provide customer or partner data
  • Share contacts and historical knowledge

PROACTIVE REVIEW OF OPPORTUNITIES

  • Proactive review of opportunities in Deal Desk Dashboard running through checklist
  • Check for existing terms on each transaction or issue correct Contract template for new customers
  • Identify gaps or required improvements in CRM process to eliminate noise and increase visibility to key market segments and strategic accounts
  • Flag all items that need approvals and ensure approvals are sought for all items
  • Verify credit limits through Accounts Receivable and support resolution of overdue invoices
  • Engage Deal Managers and/or Legal to handle complex agreements and negotiations
  • Ensure revenue recognition compliance with Rev Rec rules

GENERATE QUOTES

  • Generate quotes for software-only transactions with BOM's following Licensing rules
  • Check proactively with OF team for complex BOM's or large/strategic deals to ensure no mistakes

CREATE ORDER PACKAGES FOR WON ORDERS

  • Compile all documentation in an order package
  • Create and submit an order package to OF team
  • Ensure PO is reviewed and correct as soon as received
  • Verify timely shipping of software/licenses before deadlines for Rev Rec
  • Ensure CRM Oppty data is updated to reflect final booked deal
  • Monitor software and hardware shipments
  • Provide updates to Director, Sales Support
  • Archive all contract paperwork

ENSURE EFFECTIVE TEAMWORK

  • Support rest of team where help is needed (bandwidth or product expertise)
  • Engage with the Global Sales Support team to ensure collaboration and teamwork across regions
  • Own projects to help improve processes and systems
  • Develop analytical reports/dashboards for team to ensure efficiency and performance of direct sales/partner accounts
  • Working with Process Specialist to ensure Instructions/SOPs are created/correct/adjusted and that information is communicated throughout the team.
  • Participate fully in cross-functional teams that addressed strategic business issues involving sales operations

Onboarding

  • Ensure new hires within Sales Support Team are properly trained and onboarded
  • Ensure Sales new hire is onboarded and updated with Sales Support related topics

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