Account Associate

Job description

about the role

mission / role purpose

·  Owns and drives organic growth cross-functional activities, with solid customer engagement / relationship and account management team alignment 
·  Owns end to end  Quote to Order process and Sales Ops related activities for small to medium to large customers
·  Accountable to drive Organic growth upselling activities

key accountabilities - key result / decision areas (outcomes)

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”
·  Owns customer governance structure for Sales Ops related activities
·  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 (SRTOnline Quote Tool (OQT) usage (customer engagement – trainings – support – compliance)
·  Owns customer specific instructions and guidelines (price book, process, customer labelling, BAN-usage etc.)

Bid support and non-organic growth activities:

·  Coordinates Supports 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, QTO-reporting, governance structure, disconnect process, payment terms, Billing billing proposals, standard products and game rules (like Billing)
·  With support of senior sales operations team memebers Sset 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 tactical level, 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 miximising profitability of the organic growth.
·  Owns, cCooperates 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
·  support or take part from assigned improvement projects, UAT, OQT SRT etc.

Quote to Order:

·   Act as owner of the quote to order cycle at tactical level, 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 miximising profitability of the organic growth.
·  Owns, cCooperates 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
·  support or take part from assigned improvement projects, UAT, OQT SRT etc.

Account manager support:

·  Owns large small to medium 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.)

about you

knowledge and abilities:

·  Team player that is communicative, organized, flexible and used to work in a stressful environment
·  Sales driven, commercial behavior with respect for company compliancy rules
·  Ability to identify problems and work to resolution as required
·  Experienced working towards targets and deadlines
·  Is able to build a network of people, getting things done
·  Having a good understanding what influence invoice or payment issues can have on a company’s cash flow
·  have a good understanding for what influence customer experience and company objectives
·  Understand customer (internal and external) challenges and needs, listening skills
·  Having a good understanding what influence invoice or payment issues can have on a company’s cash flow

education, qualifications, and certifications:

·  Academic business degree or equivalent
·  Languages: English fluently and supported country language
·  ITIL Fundamentals

experience:

·  2 to 4 years’ experience as Sales or Account Associate in a different branche
·  3 to 5 years’ experience as Sales Ops admin

job skills and certifications:

·  Clear & proactive internal and external customer communication
·  Able to deal with dual reporting lines and virtual teams
·  Fast learning and self-motivated
·  Experience in Quote to Order processes
·  Initiate and execute projects to develop the community
·  Negotiations / Delegation skills 
·  Demonstrate responsibility/taking ownership 
·  Being able to function well under stress 
·  Ability to manage many tasks at the same time
·  Proactive behavior

behavioral skills - skill target proficiency level expected

·  Adaptability - Advanced
·  Planning & Organising - Advanced
·  Results driven - Advanced
·  Communication - Expert
·  Influence & Persuasion - Advanced
·  Initiative & Proactivity - Proficient
·  Customer Focus - Advanced
·  Matrix Management - Proficient
·  Teamwork - Advanced
·  Relationship Building - Advanced
·  Analyical Thinking - Advanced
·  Value Selling - Proficient
·  Negotiation Technques - Advanced
·  Proposal Management - Advanced
·  Customer Intimacy - Expert
·  Conflict Management - Proficient
·  P&L management - Proficient
·  Sales Processes and Tools Knowledge - Advanced
·  Products & Services - Advanced
·  Decision Making - Proficient

additional information

Becoming Account Associate will provide the opportunity to gain front line experience in a number of different aspects of sales such as: account planning, strategy, forecasting, solution up selling, problem identification, root cause analysis, problem resolution and relationship building.

Base salary from 1,380 € brutto per month (upon agreement) + variable part and other benefits. Actual salary is likely to be higher based on skills, knowledge and experience. 

department

Sales & Marketing Europe

contract

Regular