Customer Contract Associate

2 weeks 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 equivalent
Languages: 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

**Behavioral skills and skill target proficiency level expected**

Adaptability-Advanced
Planning & Organising-Advanced
Results driven-Advanced
Communication-Expert
Influence & Persuasion-Advanced
Initiative & Proactivity-Proficient
Customer Focus-Advanced
Teamwork-Advanced
Relationship Building-Advanced
Analyical Thinking-Advanced

**Professional skills and skill target proficiency level expected**

Value Selling-Proficient
Negotiation Technques-Advanced
Customer Intimacy-Expert
Conflict Management-Proficient
Sales Processes and Tools Knowledge-Advanced
Products & Services-Advanced
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**:
Sales & Marketing Europe

**Contract**:
Regular

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