Account support Analyst

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.

• 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.

• 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.