You will be responsible for the purchase experience of selected Tier 1 Global Accounts, acting as a key enabler for Global Sales. Our mission is to provide the business with competitive advantage in customer engagement by focusing on perfect execution and efficiency. We thrive to support the highest service level towards our internal and external customers by driving operational excellence in the following areas: Quote and Config operations, Catalog Management, Pricing operations, Sales Support activities and other hosted activities.

Responsibilities:

The Customer & Sales Support Manager (shorten CSSM) works within a Global, multicultural and fast moving business environment, supporting Sales Operations, Business Units (shorten BU) and Sales Force within the area of Catalog Management and Maintenance. He/she is located in the EMEA Direct Operations team and has a wide variety of responsibilities, including but not limited to the following:

Consultancy & Design of Product Offering:

• Key contact for the Sales organization for Customer E-Catalogue and Portal related matters.
• Guide Sales and implement optimal catalog structure.
• Proactively informs Sales/Customer on any major change in offering or pricing.
• Provide B2B and/or ELITE solution consultancy.
• Provide consultancy on product specs, Product Lifecycle Management, Replacements, offering and pricing.
• Performs triage on issues and redirects to appropriate teams.

Catalog Deployment & Maintenance:

• Drive Catalog setup & maintenance in line with Sales and Customer requirements.
• Proactive management of EOL and NPI in customer offering and catalog.
• Manage offering and pricing updates across BUs and coordination across regions.
• Accountable for quality and availability of customer catalog and pricing (including PCCS)
• Setup simplified deals. Setup users and user access.
• Obtain price approval for customer offering and circulate within account team.
• Support Contract / Deal Setup & Mgmt
• Coordinates bid preparation by providing margin, Configuration and quote
• Manages standard and simplified deal setup.
• Manages external lease renewal process with customers.

Customer support and communication:

• Provide customized portal training.
• Manage all quote requests.
• Acts as a single point of contact on issues regarding offering, catalog, B2B and/or ELITE portal access and capabilities.
• Provides guidance for Back Office teams with which a direct relation exists.
• Proactive inform Sales or Customer on any major change in the catalog.
• Supports Demo/Certification unit requests.

Metrics control and Reporting

• KPIs control – self monitor KPIs
• Implements corrective actions in case of deviations.
• Supporting ongoing strategic projects by implementing, reporting and providing feedback.
• Ensure 100% adoption of reporting tools.
• Data quality assurance for the info filled in reports, other tools.

Education and Experience Required:

• 2-3 years’ work experience in Sales Operations, Supply Chain, or similar
• Exposure to/familiarity with e-commerce platforms preferred
• Excellent time management.
• Problems identification and strategic thinking. Solution oriented.
• Bachelor’s degree or in course of obtaining.
• Strong communication skills at any internal hierarchy levels as well as with customers/partners
• Independent/self-starter methodology; mature business approach
• Fluency in English and German

Knowledge and Skills:

• Customer first mentality
• Good communication skills
• Analytical and problem-solving skills, persistence and will to find a way to make it work
• Ability to work across different functional teams
• Mastery in English and German
• Ability to manage time periods with high stress level