Business Support Specialist

The Business Support Specialist is responsible for new lead management and consequent order provisioning (intake, prioritization, verification, and assignment) while providing support to the account team and associated client base. This includes meeting requirements and deadlines in an accurate and timely manner, and ensuring customer satisfaction throughout the contact to provisioning process. Responsible for driving customer activation and delivering a seamless customer experience, this function is a critical administrative support role for sales and clients. The Specialist takes actions to ensure all client positions are accurate for sales reporting, order and billing processing, and client management. S/He understands full functionality of quote/order management systems. Working closely with clients, sales, and other internal teams, the Specialist proactively seeks to meet daily and monthly goals. This role utilizes project management skills in coordination with organizational and relational abilities to promote excellence in teamwork and service.

Responsibilities:
Lead & Order Management

- Create, Issue, and Manage the Lead to Activation process in Salesforce.com
- Work with Sales and Legal as appropriate to prepare contract and applicable side letters, including uploading into document housing systems
- Obtain information required to assign leads (user data, product reference details, installation details, exchange requests, billing dates, sales codes, billing account contacts)
- Ensure appropriate information is provided prior to activation
- Ensure any off-line pricing calculations and/or product-specific checklists are completed prior to quote submission
- Verify equipments needs, communication requirements and general customer needs, making sure to provide timeframes and set customer expectations accordingly
- Escalate all delays in lead assignment to internal departments where interaction is required
- Ensure sales are processed in full compliance with all Yammer policies and procedures

Account Maintenance

- Maintain accurate client site billing & location details, and contact/user records on internal systems
- Monitor and cleanse sales order admin database regularly
- Reconcile out-of-date opportunities to orders
- Provide timely support and resolutions regarding Data and Compliance issues
- Review Free Trial expiration notices with account teams

Project Management

- Establish communication between internal and external groups
- Provide timeline and set expectations
- Coordinate orders, permissioning, training, and billing
- Consult with product teams, trainers, and systems support to identify service-impacting issues
- Contribute to new process releases and system enhancements by providing insight and performing tests
- Work with Head Offices and other regional CA groups on global deals
- Communicate with internal teams to report provisioned Customers and Support needs on a daily basis
- Ensure proper financial and CRM reporting for all provisioned Customers

QUALIFICATIONS/REQUIRED SKILLS:

- 3 years related experience
- Degree/professional qualification Business Admin or equivalent work experience preferred
- Proficiency in office suite and CRM applications required, Salesforce.com nice to have
- Good customer service skills
- Ability to grasp technical concepts, understand diverse hardware platforms, operating systems, data communications and networking
- Detail oriented with good analytical skills
- Ability to communicate at all levels and work in a team
- Understanding of compliance with company practices and methods of working
- Ability to work independently on multiple activities, showing appropriate level of prioritization and escalation skills
- Flexibility and an appreciation of a fast-moving and international environment