Sales Support Analyst

Position Summary

The Sales Support Analyst I, under supervision and direction of sales operations manager, works directly with assigned account manager(s) in a variety of functions including account and database management, sales-analytics, contracts and administrative support. Acts as first point of contact and proactively handles and responds to customer correspondence and inquires, as well as the management of projects, new business opportunities, order entry, account maintenance, data entry and other activities required to support the sales and service needs of SMC³ prospects and customers. Works with the sales operations manager and/or assigned account manager to position the value of SMC³ products and integrate product offerings within software developers/alliance partners, and customers. Works collaboratively with other areas (accounting, marketing, development, integration services, etc.) to meet the needs of customers.

Essential Job Functions

Note: All functions below are performed “under supervision and direction of sales operations manager” and are intended only as illustrations of the various types of tasks that may be performed. The omission of specific related duties or examples does not exclude them from the position.

• Acts as first point of contact for all customer inquiries, including but limited to online inquiries, email inquiries, and phone inquiries.
• Follows established processes as trained to accomplish the following:
• Responsible for coordinating, scheduling, and managing pre- and post-sale and development items and activities on a daily basis.
• Responsible for contract creation using provided templates, agreements and licensing including development, renewal, tracking and maintenance.
• Responsible for adding verbiage as needed to document special licensing provisions to established license templates, with direction and assistance from sales operations manager as required.
• Responsible for reviewing and accepting/denying customer-submitted redline changes to submitted contracts, with direction and assistance from sales operations manager as required.
• Takes, enters and manages orders for all products and services in a timely and accurate manner.
• Responsible for proactively handling issues, problems and opportunities directly or in collaboration with other areas of SMC³ to expeditiously resolve inquiries, with direction and assistance from sales operations manager as required.
• Handles administrative and routine tasks and database management required to provide a consistent and quality experience for customers.
• Inside sales activities and other customer facing responsibilities as directed by sales operations manager and/or assigned account manager.
• Maintains current technology information along with product versioning, integrations, etc. within database, with direction and assistance from sales operations manager as required.
• Participates in customer functions including customer visit to SMC³ office, visit to customers, trade shows and other function which result in occasional and limited travel.
• Takes initiative with customer inquiries, with ability to answer questions regarding licensing, pricing, etc., with assistance from sales operations manager as required.
• Collaboratively assists in educating, transitioning and licensing customers to appropriate value-added product offerings, with assistance from sales operations manager as required.
• Proactively works with the sales team and other SMC³ departments to keep customers and sales informed of technology enhancements, upgrades, new products, and problem resolution.
• Engage resources and guidance from sales operations manager and/or assigned account manager to deliver the best customer solution.
• Takes a proactive approach by evaluating each request, task, or issue and recommending next steps/processes when requesting guidance.
• Performs other related duties as required and assigned by the sales operations manager and/or assigned account manager.
  
  

Qualifications/Educations/Skills

Note: Qualifications listed are guidelines. Other factors may be taken into consideration.

• College degree desirable or equivalent work experience
• Knowledge of Contract Administration preferred
• 2-4 years of experience in phone sales and sales account administration preferred
• PC skills, Outlook, Word, Excel, PPT, typing required
• Experience working with CRM systems required
• Detail oriented
• Strong communication skills required
• Problem solving and analytical skills
  
  

Competencies

• Problem Solving
• Interpersonal Skills
• Oral Communications
• Written Communications
• Planning/Organization
• Accuracy
• Adaptability
• Dependability