Customer Contract Associate

2 months ago

Mumbai, India Orange Business Services Full time

**About the role**:
**Key accountabilities**

**Key result / decision areas (outcomes)**

**Customer engagement and support**:

- 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 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 (SRT) usage
- Owns customer specific instructions and guidelines (price book, process, customer labelling, BAN-usage etc.)

**Bid support and non-organic growth activities:
- 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

**Quote to Order:
- Act as owner of the quote to order cycle, 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 maximising profitability of the organic growth.
- proactively Escalate pending actions (quotes, orders, billing issues etc.) including KPI-management
- Participate on initiatives and projects to improve the QTO-process, aim for Operational Excellence
- Proactive document and continuously develop customer specific processes, templates and requirements

**Other**
- Drive Sales Operation processes / requests with various sales and non-sales departments within Orange Business Services (CS&O, Billing, Finance, etc.)
- 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**About you**:

- Education, qualifications, and certifications- Academic business degree or equivalentLanguages: English fluently - mandatory
- Supported country language is welcomed- Experience- 2 to 4 years’ experience as Sales or Account Associate, Sales operation or in Sales support- 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
- Negotiations / Delegation skills
- Demonstrate responsibility/taking ownership
- Ability to manage many tasks at the same time
- Proactive behavior
- Behavioral skills- Skill target proficiency level expected**1**
- Adaptability- Advanced**2**
- Planning & Organising- Advanced**3**
- Results driven- Advanced**4**
- Communication- Expert**5**
- Influence & Persuasion- Advanced**6**
- Initiative & Proactivity- Proficient**7**
- Customer Focus- Advanced**8**
- Teamwork- Advanced**9**
- Relationship Building- Advanced**10**
- Analyical Thinking- Advanced- Professional skills- Skill target proficiency level expected**1**
- Value Selling- Proficient**2**
- Negotiation Technques- Advanced**3**
- Customer Intimacy- Expert**4**
- Conflict Management- Proficient**5**
- Sales Processes and Tools Knowledge- Advanced**6**
- Products & Services- Advanced**7**
- Decision Making- Proficient**Additional information**:

- Why become an
- _Account Associate_
- 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- Opportunities for an
- _Account Associate_
- Job title can move into the jobs of Senior Account Associate, Customer Business Request manager, Customer Ordering Manager, (jr) Account Manager, Project Manager, Service Manager**Department**:
International Zone

**Contract**:
Regular

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