Account Associate

2 weeks ago

Kuala Lumpur, Malaysia Orange Business Full time

**About the role**:

- Owns and drives organic growth cross-functional activities, with solid customer engagement / relationship and account management team alignment
- Owns end to end Quote to Order process and Sales Ops related activities for small to medium customers
- Accountable to drive Organic growth upselling activities

**About you**:
Customer engagement and support:
Accountable to drive Organic growth upselling activities

Organic Growth is defined as “Commercial moves, adds and changes for an existing customer, covered by a signed contract and that does not require the Bid process”
- Owns customer governance structure for Sales Ops related activities
- Responsible for regular reports for in charge customers
- 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 through face to face and/or remotely 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 (customer engagement - trainings - support - compliance)
- 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
- Act as quality assurance and consultant to Bid teams regarding Sales Ops related topics to ensure information needed to create quotes and orders according to standard QTB-process is received, obtained and validated
- Feed Pricing Portal if there is no pre sales COE team assigned
- Validate and sign off contractual elements against standard QTB-process that related to Sales Ops topics : customer request communication and tools, QTO-reporting, governance structure, disconnect process, payment terms, billing proposals, standard product rules (like Billing)
- With support of senior sales operations team memebers set up “service description Sales Ops process “ which include the guidelines, documentation and checklists to ensure smooth process from Bid phase to order creation/signoff phase
- Ensures local contracts are in place

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 miximising profitability of the organic growth.
- Cooperates and guides sales ops admins in Bratislava in order to deliver quote to order cycle, using general + customer specific instructions and guidelines (price book, process, customer labeling, BAN-usage etc.)
- proactively Escalate pending actions (quotes, orders, billing issues etc.) including KPI-management
- Proactive initiate improvement projects to improve the QTO-process, aim for Operational Excellence
- Proactive document and continuously develop customer specific processes, templates and requirements

Account manager support:

- Owns small to medium customers organic growth management and reporting
- Report new potentials to account management team
- Acts as advisor to customers and account teams on QTB process matters
- support account managers to reach the 4 objectives: Revenue, Order Intake, CSAT and AR

**Additional information**:
Nil

**Contract**:
Regular

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