Senior Sales Administration Officer

Job Title

Senior Sales Administration Officer

Job Scope

Provides accurate and timely routine sales administration support to Citrix sales resources or partners related to customer and partner setup and programs, pricing administration, licensing, deal registrations, rewards, and assistance with sales tools, escalating complex requests to appropriate teams internally and on the vendor side.

Supports Customer and Partner Account Managers in maintaining accurate CRM/Salesforce data related to their accounts’ profiles.

Key objectives of this position:

•    Support increased pipeline and revenue generation by maximizing sales and Partner representatives' customer/partner-facing time on key value sales activities, with leverage for other tasks,

•    Support customer/partner satisfaction and increased revenue generation by providing focus and efficient/prompt resolution of simple/routine sales administrative issues.

•    Support and optimize internal tracking/metrics by providing focus and standardization for maintenance of account and opportunity information in CRM and other systems.

Main Duties and Responsibilities

•    Manages quoting and ordering processes, including drafting price quotations, participating in business reviews, making sure that quotes prepared are aligned and in compliance with vendor-provided information, checking order prices and quantities.
•    Assists with the sales exception process and ensures orders are aligned with approved price exceptions.
•    Assists with license transfers and conversion requests
•    Documents/Manages customer and partner requests and issues, tracks status, and keeps relevant parties updated.
• Follows through on Customer Care-related queries from sales and partners.
•    Resolves or coordinates appropriate responses to customers, partners and Sales teams independently (e.g., troubleshooting license activation issues); involves/escalates independently to other teams for more complex issues.
•    Maintain customer files with sales contracts and other information as required.
•    Utilizes CRM system and all necessary applications to manage and optimize all sales opportunities, correct licensing issues, merge records, track all sales stages of the opportunities, and update customer information (e.g., seat counts).
•    Provides specific reports for Citrix sales and management.
•    Conducts User Acceptance Testing (UATs) for new tools and processes.
•    Prepares and places demo appliance orders, tracks demo progress, organizes returns, and requests RMA.
•    Delivers ad hoc training on Systems and Tools.
•    Coordinates all incoming partner/distributor requests and involves the required resources.
•    Assists in the running of campaigns and pipeline/revenue-generating activity with Partners.
•    Assists and/or manages projects and relevant communications to partners for promotions, product launches/announcements, program changes, etc. Where needed, consolidates and enhances relevant materials for partner communications. Co-ordinates the creation of missing material.
•    Assists Channels Operations with all partners' queries regarding the partner portal system, Global Trade Compliance requirements, Partnership confirmation letters, contract prep and signing, etc.

Position Requirements

•    Ability to effectively engage internally with teams and externally with our partner community and resolve issues independently.

•    Ability to build relationships with Sales team members and partner employees in various functions, being capable of working effectively within a virtual team, ensuring that all information is communicated completely and promptly, and that the appropriate tools are used.

•    Proven problem-solving skills, including making sound decisions within established guidelines.

•    Excellent written and oral communication skills.

•    Exceptional detail-orientation and follow-through skills.

•    Strong sense of urgency and deadline-orientation.

•    Strong technology skills, including proficiency with MS Office applications (proven ability to manipulate data in Excel), as well as with CRM and ERP systems.

•    Ability to engage with channel partners, sales, and channel representatives to successfully support deal closure.

•    Understanding of the basic IT problems that Citrix offerings respond to.

Education

Bachelor’s degree in Business Administration or any other related field

Experience

•    Minimum of 3 years of previous experience in Sales Support or in Indirect Sales.

•    Previous experience in a high-tech environment.

•    Ability to independently resolve issues involving partner resources and Citrix employees in various functions and at different levels.

•    Customer service-oriented - Team-oriented.

•    Strong attention to detail - Ability to multitask.

•    Excellent communication skills, both verbal and written.

•    Knowledge of the Citrix portfolio and services will be considered as a plus.

•    Highly proficient in Microsoft Excel and the Office suite.

•    Highly proficient in Salesforce or other established CRM systems.

•    Fluency in English and in the local language of the region to be supported.

#LI-DNI