Account support Analyst

1 week ago

Pakistan Remote Motive Full time 1,200,000 - 3,600,000 per year

As an Account Support Specialist, Order Management (OM), you will be a critical part of our Finance organization, serving as the primary point of contact for Order Management for our Enterprise and Strategic Account Managers. This role is a key liaison between the sales team and various internal departments, ensuring a smooth and efficient quote-to-cash process. You will be responsible for providing expert support on all order management & direct customer related inquiries, from initial quoting to final delivery and beyond.

What You'll Do
  • Support Account Managers and Customers: Act as the main point of contact for Enterprise and Strategic Account Managers, providing direct support to them and their customers for OM-related queries.
  • Customer & Shipment Management:
    • Cable orders, open shipment queries, and replacements.
    • Work closely with customers to address and resolve any issues related to their orders and shipments.
  • RMA (Return Merchandise Authorizations):
    • DRI for all customer RMA requests with serial numbers, replacements, Account level device count alignment to be directly in contact with customers.

  • Quoting and Sales Support:
    • Provide hands-on assistance with the quoting process and CPQ (Configure, Price, Quote) for Account Managers.
    • Ensure all necessary details, including cable specifics and additional customer requests, are accurately captured in quotes and orders.
  • Process Coordination:
    • Collaborate with cross-functional teams, including Finance, Fulfillment, and Customer Support, to ensure a seamless end-to-end order process.
    • Proactively identify and resolve potential issues in the quote-to-cash process to prevent delays and improve efficiency.
  • Documentation & Systems Management:
    • Ensure all customer and order information is meticulously entered and maintained in CRM systems, such as Salesforce and Zuora.
    • Work on sales order creation, churn processing, and account reconciliations as needed.
What We're Looking For
  • Technical Acumen: A strong understanding of the quote-to-cash process and customer delivery lifecycles.
  • Communication Skills: Excellent verbal and written communication skills with the ability to effectively liaise with both internal stakeholders (Account Managers, leadership) and external customers.
  • Attention to Detail: Meticulous and highly organized, with a focus on accuracy and consistency, especially when handling high volumes of work.
  • Problem-Solving: The ability to proactively identify root causes of issues and find creative, effective solutions.
  • Adaptability: Proven ability to thrive in a fast-paced, high-volume environment and manage multiple priorities simultaneously.
  • System Proficiency: Proficient with CRM systems (preferably Salesforce) and other relevant tools like G-Sheet, Zoura, Salesloft.
  • Relevant Experience: 4 years Prior experience in a Customer facing Operations, or a similar support-focused role is a plus.

Proactive Management: Proactive Organized working is needed to be on top of lifecycle events of customer needs and following up to ensure process executions

  • Data Management: Multitasking with abilities to manage hygiene of data for quick fetching of data for customer queries

This role is a unique opportunity to directly impact customer satisfaction and revenue growth by ensuring the accuracy and efficiency of our order management processes. You will be a vital link between our sales efforts and operational success.

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