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Sales Support Specialist
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We believe work is not a place, but rather a thing you do. Our technology revolves around this core philosophy. We are relentlessly committed to helping people work and play from anywhere, on any device. Innovation, creativity and a passion for ever-improving performance drive our company and our people forward. We empower the original mobile device: YOU!
R4662 Sales Support Specialist (Open)
Job Posting Title:
Sales Support Specialist
Primary Duties / Responsibilities
Month 1 – 6:
•Liason between sales teams and other functional groups such as order management, customer service, finance, credit and collections, contract management, and channel teams.
•Ensure that the Service Level Agreements (SLAs) are met in accordance with business goals.
•Work within Citrix Order Submission System (COSS) to upload orders for processing.
•Resolve issues related to orders that are rejected for various reasons, providing updates to inside sales team.
•Uses CRM system and third party web applications to route marketing leads in a timely manner to sales representatives for qualification.
•Answer inbound calls from customers with product inquiries. Create and route leads to sales team.
•Work with account maintenance and contracts team to update customer records with sales contracts and other information.
•Work with order management regarding order status and licensing allotment.
•Uses pre-established procedures and guidelines to respond to requests from internal and end-user customers, partners and distributors via phone, web, and email.
•Provide licensing reports, conversions, splits, rescission and evaluations to inside sales team for customers.
•Document and track status of inquiries and coordinate appropriate responses with a customer centric approach.
•Develops and fosters alignment with sales team members as needed to close deals.
•Utilizes CRM system and other applications to manage and assist sales teams with pre-and post sales support.
•Promotes team environment by assisting with training and development of novice employees to enhance skills and abilities in performance of their duties.
•Generates and presents reports as directed by Management.
•Prioritizes workload in order to meet all KPIs, goals and objectives.
•Utilizes enablement platform (Sales IQ) and sales trainings during non-peak times to improve product and positioning knowledge.
•Works with Sales Rep to prepare direct to Citrix price quotations, complete order sheets, and verify accuracy of each line item.
•Works with Sales Rep to assist in the preparation of sales exceptions in Salesforce.
•Use customer-centric telephone skills to guide customers in navigating Citrix online portal for such things as NDA, EASY and Enterprise License Program registrations, viewing licenses purchased, renewal quotes, renewal certificates, etc.
•Ability to identify and explain ELA program and customers’ agreement level.
•Support inquiries for various Citrix product lines, programs and promotions.
•Adhere to existing operational processes for handling escalations and other follow up scenarios.
•Provide accurate resolution along with the correct cause of the issue.
•Connect directly with Citrix sales personnel and build effective working relationships while solving their issues.
•Provides routine analytical and administrative support for customers, partners, and internal sales teams; such as identifying license issues using defined procedures to determine appropriate action.
•Continuously evaluate and identify opportunities to drive process improvement that positively impact the department.
•Advanced understanding of Citrix products, services, and customer use-cases by industry verticle.
•Understanding of renewal sales motion and stage-based selling activities.
•During non-peak time, calling in to renewal sales opportunities and following stage-based selling sales motion including lead identification and cross-sell/up-sell.
Qualifications (Knowledge, Skills, Abilities)
•Excellent communication skills with strong relationship building skills.
•Ability to assess information, determine and address problem areas, formulate relevant solutions, and present the solution effectively.
•Intermediate level of expertise using MS Excel, and MS Word.
•Must possess excellent verbal, written, telephone communication, and analytical skills.
•Ability to work under pressure and meet deadlines, maintain a pleasant, professional attitude towards customers and co-workers.
•Must have an effective and professional demeanor in all interactions with co-workers.
•Must be flexible, dependable and have a willingness to learn, excel and master their position as well as assist where and when needed.
Requirements (Education, Certification, Training, and Experience)
•4 year degree or equivalent required. Masters degree is a plus.
•Extracurricular and leadership activities required.
•Internships in Sales related jobs preferred.
•Experience with MS Office preferred.
Citrix is a cloud company that enables mobile workstyles. We create a continuum between work and life by allowing people to work whenever, wherever, and however they choose. Flexibility and collaboration is what we’re all about. The Perks: We offer competitive compensation and a comprehensive benefits package. You’ll enjoy our workstyle within an incredible culture. We’ll give you all the tools you need to succeed so you can grow and develop with us.
Citrix Systems, Inc. is firmly committed to Equal Employment Opportunity (EEO) and to compliance with all federal, state and local laws that prohibit employment discrimination on the basis of age, race, color, gender, sexual orientation, gender identity, national origin, religion, disability, protected veteran status and other protected classifications.