Primary Duties / Responsibilities
• *
• Liaison
between sales teams and other functional groups such as Product Management, CPQ, Transformation Office.
• * Ensure
that the Service Level Agreements (SLAs) are met in accordance with business goals
• * Uses
pre-established procedures and guidelines to respond to requests from internal sales representatives via phone, web, and email.
• * 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
• * Utilizes
CRM system and other applications to manage and assist sales teams with pre-sales support.
• * Promotes
team environment by assisting with training and development of novice employees to enhance skills and abilities in performance of their duties.
• * 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..
• * 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.
• * Must
be able to work USA EST.
• * 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.
• 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 Salesforce and CPQ
• * 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.

experience

5