Role Purpose
The Sales Support Specialist will have the exciting opportunity to join a newly formed, customer-centric team, the EXA Customer Hub (ECH). The ECH will be critical to the EXA journey by ensuring our customer experience is the best in the industry. In partnership with newly appointed
Inside Sales and Sales Engineers, the ECH will work in tight partnership and across the business to wow EXA's customers with unwavering support on an unmatched network.
It is a unique opportunity to help build and grow an organisation while contributing to EXA's long term success. By joining the ECH, you will embark on an unrivalled journey that will prove both inspiring and rewarding as we learn, build and improve as a unified team while keeping customers at the front of everything we do.
The Sales Support team is responsible for deals that require expertise and support to process quote, order and project requests in EXA's CRM Salesforce. The successful applicant will possess strong critical thinking and decision-making skills. Your work will play a major role in maximising the fast paced support function to all sales channels. You will have the ability to make independent decisions working within established guidelines demonstrating a Can Do attitude with a good eye for detail.. The ideal candidate will be excited to collaborate with our regional sales teams to provide first class support. You should be comfortable gaining experience interacting externally with clients as the role will involve direct contact with clients and key stakeholders where resolution at first touch point is essential.
Key responsibilities
The successful candidate will:
* Be a team player in a cross functional role by providing a primary point of contact for day-to-day support across EXA's largest customers and their Account Managers
* Create customised Salesforce reporting that provide insights into Sales Reporting, Sales Account Planning, Revenue at Risk, Churn and Ad-Hoc requests
* Develop an understanding of the telecommunications industry, EXA's product offerings and the cost base of EXA's service offerings
* Manage multiple requests simultaneously and prioritise accordingly through execution. These include but are not limited to:
* Being a customer advocate alongside the Account Manager on their service and billing questions
* Creating new client accounts and associated billing accounts
* Creating billing tickets, circuit inventory reporting to address billing issues and support Service Assurance
* Escalation follow through and Quarterly Business Review assistance
* Maintaining and updating account contact lists
* Order entry into EXA's CRM Salesforce
* Supporting data integrity and process data enrichment in Salesforce by ensuring all services, terms and conditions are adequately represented
* Supporting quoting activities through generation and troubleshooting
* Co-ordination with collection and billing teams on ongoing tickets
* Exporting and concluding internal or external reports where required
* Reviewing contractual Service Level Agreements, in coordination with the Account Manager, and credit request processing
* Managing a queue of ad-hoc support requests on an as needed basis
Individual Profile
This is a cross functional role with visibility across the business. It is essential that the candidate is able to build and maintain strong relationships internally and externally. This is highly beneficial in understanding and troubleshooting the prospect to order process. They should also have strong attention to detail, be highly organised, and adaptable whilst moving quickly and efficiently in a fast-paced
environment.
In
addition, we require the following skills and qualities:
* Professional and articulate
* Able to communicate effectively
* Mathematical aptitude
* Ability to work under pressure and to tight deadlines
* Strong attention to detail
* Flexible and self-motivated
* Team player
* Fluent written & spoken English
* Experience in Microsoft Office
* Previous experience in an order or data entry capacity
* Desirable Criteria
* Knowledge of Telecoms an advantage
* Salesforce experience an advantage
* Excel experience an advantage
Our Working Environment
We are committed to working in the location where we do our best work. As a small and growing company with great offices in great locations, most employees will aim to be in the office 3 days a week and 2 days working from home/ other locations.
Here at EXA, we believe the future includes everyone, we are open to all applications to create an environment and culture that includes one and all. We are a proud global community, that wants to drive diversity of thought though our employees and culture. We want you to come as you and make yourself and EXA successful.
Due to the amount of applications, we may not be able to respond to all applicants. If you do not hear from EXA in 3 weeks after applications, you have been unsuccessful.
All successful applicants will go through background screening