Sales Support Coordinator in Manchester

POSITION DETAILS:

• Reports to: Sales Support Manager
• Team: Sales Support Team
• Department: Sales
• Grade: N/A

PURPOSE OF JOB:

To provide a high level of internal account management and admin support to the sales team, allowing the sales team to achieve targets and providing customer excellence by meeting all SLAs. Collaborate and work closely with our Vendor Alliances Team and Account Managers to help generate incremental business opportunities through strong customer relationships. To ensure clients receive the very best in terms of service levels through both internal account management and procedural efficiency.

KEY RESPONSIBILITIES:

• Be the first point of contact for all incoming customer queries and respond within our standard 4-hour SLA.
• Work collaboratively with your aligned Account Manager and our Vendor Alliances team on all licensing requests and present these back to the customer.
• Collaborate with our Legal and Contract Teams to ensure customers adhere to the correct terms and conditions and contracts are signed and added onto the system.
• Log deal registration for qualifying opportunities and understand how GP can be maximised from these.
• Co-ordinate and liaise with other internal departments where they own a specific process and ensure the customer is in receipt of the necessary tools/information within the business SLA.
• Ensure any contracted or agreed monthly reports are compiled and distributed in advance of effective date.
• Advise customers on licensing procedures and discuss purchasing options with them.
• Manage Customer Relationship Management System (Dynamics) for allocated accounts.
• Assist Account Manager with monthly forecasting and account mapping.
• Ensure all orders are processed accurately in line with operations procedures.
• Ensure all outstanding orders are delivered and invoiced at the end of each month and follow up with suppliers/distribution where required.
• Provide, track, and follow up on all software quotations and manage and notify customers for all contractual renewals.
• Complete operational tasks across all vendors including management of all renewals and annuity business.
• Regularly liaise with the relevant personnel within our customers’ organisation (specifically at Purchasing level) and build relationships on a day-to-day basis.
• Distribute and follow up on all database alerts such as compliance and agreement expiry notifications.
• Train customers on vendor portals and manage these and their benefits.
• Collate and prepare data for customer QBR meetings.
• Attend customer review meetings and perform operational health checks on a regular basis.
• Provide cover for members of your team as necessary.
• Generate incremental business opportunities through strong customer relationships.
• Discuss Microsoft licensing programmes with customers and understand licensing rules and procedures for the different programmes available.
• Source pricing for all vendors and digest new licensing information to explain this back to the customer.

WIDER TEAM NETWORK:

Internal: Sales, Vendor Alliances, Managed Vendor Services (Renewals), Consultancy, Purchasing, MS Operations & Service Operations.

External: Working directly with our mainstream Distributors & Partners and Key Vendors where we purchase directly.

QUALIFICATIONS, EXPERIENCE, & SKILLS:

• Educational Qualifications: Minimum A-Levels (A-C) English & Mathematics; Bachelor’s Degree in a relevant subject (Desirable).
• Other Requirements: Good understanding of IT (specifically software) and Business IT challenges (Desirable); Interest in furthering Sales career by gaining supported experience dealing with customers (Desirable); A proven track record of excellent customer service (Essential).

CORE Competencies & SKILLS:

• Organised individual with excellent time management.
• Accuracy and attention to detail essential.
• Copes well under pressure and can meet deadlines.
• Excellent verbal and written communication with customer service/facing skills essential.
• Self-motivated and able to take responsibility.
• Commercial acumen and ability to construct and drive commercial outcomes to achieve positive results.
• Intermediate-level skills in use of Microsoft Office suite applications.
• Tenacious, outgoing, and quick to learn.
• Adaptable and forward thinking.