Account Support Analyst

About the Role:

As an Account Support Specialist, Order Management (OM), you will be a critical part of our Finance organization, serving as the primary point of contact for Order Management for our Enterprise and Strategic Account Managers. This role is a key liaison between the sales team and various internal departments, ensuring a smooth and efficient quote-to-cash process. You will be responsible for providing expert support on all order management & direct customer related inquiries, from initial quoting to final delivery and beyond.

What You'll Do:

• Support Account Managers and Customers:

Act as the main point of contact for Enterprise and Strategic Account Managers, providing direct support to them and their customers for OM-related queries.

• Customer & Shipment Management:

Cable orders, open shipment queries, and replacements.

Work closely with customers to address and resolve any issues related to their orders and shipments. 

•  RMA (Return Merchandise Authorizations):

DRI for all customer RMA requests with serial numbers, replacements, Account level device count alignment to be directly in contact with customers.

• Quoting and Sales Support:

Provide hands-on assistance with the quoting process and CPQ (Configure, Price, Quote) for Account Managers.

Ensure all necessary details, including cable specifics and additional customer requests, are accurately captured in quotes and orders.

• Process Coordination:

Collaborate with cross-functional teams, including Finance, Fulfillment, and Customer Support, to ensure a seamless end-to-end order process.

Proactively identify and resolve potential issues in the quote-to-cash process to prevent delays and improve efficiency.

• Documentation & Systems Management:

Ensure all customer and order information is meticulously entered and maintained in CRM systems, such as Salesforce and Zuora.

Work on sales order creation, churn processing, and account reconciliations as needed.

What We're Looking For:

• Technical Acumen: A strong understanding of the quote-to-cash process and customer delivery lifecycles.
• Communication Skills: Excellent verbal and written communication skills with the ability to effectively liaise with both internal stakeholders (Account Managers, leadership) and external customers.
• Attention to Detail: Meticulous and highly organized, with a focus on accuracy and consistency, especially when handling high volumes of work.
• Problem-Solving: The ability to proactively identify root causes of issues and find creative, effective solutions.
• Adaptability: Proven ability to thrive in a fast-paced, high-volume environment and manage multiple priorities simultaneously.
• System Proficiency: Proficient with CRM systems (preferably Salesforce) and other relevant tools like G-Sheet, Zoura, Salesloft.
• Relevant Experience: 4+ years Prior experience in a Customer facing Operations, or a similar support-focused role is a plus.
• Proactive Management: Proactive Organized working is needed to be on top of lifecycle events of customer needs and following up to ensure process executions
• Data Management: Multitasking with abilities to manage hygiene of data for quick fetching of data for customer queries

This role is a unique opportunity to directly impact customer satisfaction and revenue growth by ensuring the accuracy and efficiency of our order management processes. You will be a vital link between our sales efforts and operational success.