About the Role:
As our Sales Support Manager, you will be responsible to support our Partnership sales team to cater to Digital identity's onboarding/offboarding needs, sales training and development as well as problem solve their daily issues. On top of that, you will act as the functional support to the preSales team to help them find solutions to the problems they're facing, and when required involve other teams in such as Sales team, Product, Complaint handling, Compliance, Legal, etc
What You Will Do:
- CLIENT LIFECYCLE:
- Be the ultimate point of contact regarding onboarding processes of clients, acting as internal consultant for all processes relating to clieClient Lifecycle
- Be the ultimate point of contact regarding onboarding processes of clients, acting as internal consultant for all processes relating to client onboarding and post onboarding processes such as billing process and reconciliation
- Conduct business process reviews with potential integration clients, ensure documentation thereto and create internal reports regarding alignment between required documents needed for business process reviews and the document received from the client.
- Responsible for pre integration document preparation by liaising with relevant stakeholders such as legal, finance and sales team to ensure a smooth
- Ensure a correct onboarding process for the clients is done in a timely manner and the set up in the system is as per agreed with the clients, including but not limited to pricing scheme and clause in the legal agreement.
- Responsible for handling all requests from clients related but not limited to top up token, invoice creation, usage discrepancy reconciliation, etc
- Responsible for handling queries or complaints from clients related to legal agreement and billing by liaising with related counterparts both internal and external
- Ensure that the sales team is updated on requirements pertaining to onboarding new clients and regulatory requirements regarding the integration especially with clients that are regulated by certain government bodies.
- Ensure that all relevant administrative documents pertaining to clients lifecycle are kept up to date, in accordance with internal audit guidelines; and are in line with various departments within the organization, such as Legal, Compliance, and Finance, Accounting & Tax
- Responsible for audit readiness to ensure all relevant settings, documents and business processes are in line with standard operating procedures and internal audit guidelines
- Responsible for the overall performance of the Sales Support, focusing on the correct and timely fulfillment of requests coming from the Sales team
- Able to troubleshoot a wide variety of issues pertaining to onboarding, activation and deactivation of products deployed (including but not limited to cooperating with various departments within the organization to solve issues, and recommend steps to mitigate future risks)
- Assist in the creation of training material for the newly hired sales team.
- SALES PLANNING:
- In collaboration with the Head of Sales, responsible for incentive scheme calculation and execution.
- BUSINESS AND PEOPLE MANAGEMENT:
- Assist in business discussions with the Sales team ensuring key objectives are met and formulate strategies to mitigate risks associated with the same
- Further the Sales team's analysis by developing deeper business intelligence metrics and use same to formulate strategies in achieving shared desired results
- Supporting sales support team to resolve their issues and escalate to the right counterparts in:
- Continuously improve existing processes based on feedback coming from related counterparts including clients both internal and external
- Cooperate with various departments ensuring that dynamic strategies are formulated, and steps are taken to achieve objectives of such strategies
- Conduct regular training sessions with team members to enhance their proficiency in utilizing all the tools currently available
- Problem solving issues involving other functional units (compliance, legal, Finance, reconciliation, etc.)
- Creating business processes that would support the needs of the Digital Identity organization.
- Keeping the management informed in any issue by cooperating with the internal team in creating special reports; summarizing information; and identifying trends
What You Will Need:
- At least 5 years of relevant experience in operations / sales operations / management consulting / process improvement
- Familiarity with SQL and Google BigQuery to run and create query based on a given data requirement would be a plus
- Proficient in handling large amount of data using tools/softwares such as Google Sheet and Microsoft Excel
- Great communication and understanding skill, able to explain technical terms in simple, understandable manner
- Experienced in working with multiple stakeholders from different backgrounds with good level of empathy
- Can speak formally in English
- Refer to Thinker Domain
