Account Associate

6 months ago

Kuala Lumpur, Malaysia Orange Full time

**votre rôle**:
**Job Description - Account Associate**:
**_Role Purpose _**

The Account Associate role is a key customer-facing, customer outcome-focused role, accountable for managing internal and external outcomes related to **Sales Operations **and **Request to Cash **(request-quote-order-bill-invoice-payment) lifecycles.

For assigned customer accounts, the Account Associate has:

- accountability/ownership for Sales Operations activities
- accountability/ownership for Request to Cash activities
- responsibility to lead and drive organic growth
- upselling activities
- responsibility to support bid process.
- _Organic Growth: Commercial moves, adds, changes for existing customer(s), covered by signed contract, does not require a Bid process. _

To successfully deliver these accountabilities, the Account Associate works pro-actively with key stakeholders across OBS organisational boundaries, including the OBS account management team and many OBS functions and teams, to drive customer outcomes.

**_Key Accountabilities and Responsibilities _**

Within the context of Sales Operations and Request to Cash (RTC):

- Represent assigned customers and engage with them regularly to ensure delivery of customer outcomes
- Manage and deliver regular, effective customer communications/updates
- Proactively manage, execute and track customer requests and lifecycle activities
- Contribute to major KPIs on assigned customer accounts, such as quotes, orders, revenue, accounts receivable, profitability and overall customer satisfaction
- On complex accounts lead (virtual) team members across OBS’ global organization to deliver outcomes
- Own, maintain and improve activities and processes, including customer-specific instructions and guidelines (e.g. price book, billing processes, etc.)
- Drive/deliver continuous improvement outcomes to enhance processes and outcomes, tools, automation, etc.
- Manage and provide regular reporting to/for assigned customers
- Monitor, drive and measure compliance with applicable contractual obligations and OBS standards/processes (e.g. customer service levels, accuracy, etc.)
- Escalate when required, and manage escalated activities, to find and deliver solutions for complex challenges.

**Sales Operations**
- Manage end-to-end Sales Operations lifecycle for assigned customers across OBS teams - Sales, Operations, Billing, Finance, etc.
- Support assigned customers to increase usage/effectiveness of OBS Service Delivery and Tracking Tools, including through customer engagement, training, support, and compliance tracking where required.

**Request to Cash**
- Manage full RTC lifecycle for assigned customers
- Support and advise customers and account teams on RTC-related matters
- Work with expert teams to achieve resolution of complex Request to Cash issues, e.g. credit notes, invoice disputes, overdue payments.

**Organic Growth**
- Work with and support account leadership and sales teams on organic growth operations
- Support/implement organisational initiatives to drive organic growth outcomes on assigned clients
- Manage, implement, and report on organic growth activities to applicable standards and processes.

**Bid support and other activities**
- Provide quality control and applicable support/advice to Bid management teams so offers, bids, quotations and orders are raised in accordance with applicable customer processes and standards, contract requirements, OBS tools and capabilities, reporting and governance requirements, standard product rules/capabilities, Sales Operations/RTC processes and standards, etc.
- Implement contract renewal, repricing, and project activities in line with Sales Operations and RTC standards and processes (e.g. bid-to-order activities) Work with account team to deliver order forecast management (including variation analysis), with anticipation/inclusion of upcoming pre-sales opportunities and projects/initiatives.

**votre profil**:
**_Required Skills and Abilities _**
- Customer-focused with highly effective customer management and communication skills
- Ability to cut through organisational silos to achieve collaborative customer outcomes
- Team player with effective interpersonal and communication skills to collaborate and work effectively with experts, stakeholders, management and service providers across OBS’ complex, global matrix organization - both virtually and locally/regionally
- Ability to work in a multicultural, fast-paced and dynamic environment
- Strong initiative and problem-solving skills with effective ability to escalate in a timely and appropriate manner
- General knowledge of telecommunications/IT products/solutions
- Attention to detail, motivated and results oriented A continuous improvement mindset, looking for opportunities to drive and implement progressive change.

**le plus de l'offre**:
**_Education and Experience _**
- Degree/Diploma in business, finance, supply chain or related field 3+ years of relevant work experience

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