Account Associate

about the role

key accountabilities

customer engagement and support:

Accountable to drive Organic growth upselling activitie (organic Growth is defined as “Commercial moves, adds and changes for an existing customer, covered by a signed contract and that does not require negotiation new contract ammendments)” Owns customer governance structure for Sales Operations related activities, being responsible for regular reports for assigned customers Responsible for execution of customer requests and day-to-day account activities in order to maintain and enhance customer relationships, providing input and managing action plans for department responsibilities Engages with customer through face to face and/or remotely to support quote to order and organic growth related requests and opportunities. Responsible for commercial inventory management Responsible for preparing and supporting customer for adoption of digital platforms to enhance customer experience with Orange for quotes and ordering process (customer engagement – trainings – support – compliance) For Integration Services (when assigned to the Account Associate scope of work): positioning of IS products to customers, to answer business needs (hardware/software solutions, Vendor/Co-Brand Services, Installation, Staging, and Professional Services) status of deployment milestones and notification of problems, recognizing new sales opportunities to expand upon current Integration Services environment, insuring customer satisfaction levels are maintained, maintaining contractual service levels for installed service contracts, and building a strong rapport with customers. engagement with IS sales specialists and partner managers to tackle partner management needs in order to answer customer requirements (enablement of new partners, negotiation of discounts, etc)

Bid support and non-organic growth activities:

Supports contract renewal, repricing and project preparation activities to ensure standard quote to bill model is executed. Aligns with account manager, engagement manager and/or bid manager(s) to decide Go/no-go with Bid proposal in these parts that related to Sales Operations Act as quality assurance and consultant to Bid teams regarding Sales Operations related topics to ensure information needed to create quotes and orders according to standard quote to bill process is received, obtained and validated Validate and sign off contractual elements against standard quote to bill process that related to Sales Operations topics : customer request communication and tools, quote to order reporting, governance structure, disconnect process, payment terms, billing proposals, standard product rules (like Billing) With support of senior sales operations team members set up “service description Sales Operations process “ which include the guidelines, documentation and checklists to ensure smooth process from Bid phase to order creation/signoff phase Ensures local contracts are in place For Integration Services (when assigned to the Account Associate scope of work): efficient delivery of a quote (RFQ) within the target level of quality and accuracy and within the targeted turnaround time back to the customer. Ensuring proper deal shaping so that import/export and customs regulations are followed where appropriate by liaison with internal and external departments. Source and evaluate costs from external and internal suppliers based on defined requirements (hardware, services and deployment - including delivery).

Quote to Order:

Act as owner of the quote to order cycle, ensuring quote to order performance is in line with customer expectations. Owns customer agreements and acts on them where needed for sales operations matters. Responsible for maximizing profitability of the organic growth. Owns customer specific instructions and guidelines (price book, process, customer labelling, billing entities, etc.). Cooperates and guides sales operations admins in order to deliver quote to order cycle proactively escalate pending actions (quotes, orders, billing issues etc.) including KPI-management Proactively initiate improvement projects to optimize the quote-to-order process, aim for Operational Excellence Proactive document and continuously develop customer specific processes, templates and requirements support or take part from assigned improvement projects, (user acceptance tests, Service Request Tools, etc. Responsible for coordinating other resources assigned to the account for quote to order activities. For Equipment Resale and Integration Services (when assigned to the Account Associate scope of work): The AA will own the quote from the capture of the client requirements to the delivery of the Quote and the hand over to the Delivery team (for IS this includes all the technical validation steps in the quote to order creation process). quotation of products and services, pricing and verification of billing information, purchase orders and delivery data with the end user customer

Account manager support:

Owns small to medium customers organic growth management and reporting Report new potentials to account management team Acts as advisor to customers and account teams on quote-to-bill process matters support account managers to reach the 4 objectives: Revenue, Order Intake, customer satisfaction and account receivable targets

Billing support:

Works with billing and accounts receivable teams to resolve invoice quires, credit notes and customer non-payment issues. Responsible for resolving and responding to customer’s billing/invoice inquires Define with the account teams and with the customer the billing procedures at ordering stage and ensure the orders are processed aligned with customer expectations

Other

Drive Sales Operation processes / requests with various sales and non-sales departments within Orange Business Services (CS&O, Billing, Finance, etc.)

about you

knowledge and abilities

Ability to engage with internal and external clients to identify and support business opportunities Have good understanding of telecom and IT market and solutions Ability to understand customer (internal and external) requirements, challenges and needs and develop commercial proposals aligned with customer expectations. Good understanding of sales and quote to bill processes: how bids are managed, how quotes and orders are processed, impact of quote to order activities in the service delivery and operations chains, execution of terms and conditions of service agreements, management of billing issues, etc Team player that is communicative, organized, flexible and used to work in a stressful environment Sales driven, commercial behavior with respect for company compliancy rules Ability to identify problems and work to resolution as required Experienced working towards targets and deadlines Ability to build a network of people, getting things done Having a good understanding what influence invoice or payment issues can have on a company’s cash flow Have a good understanding for what influence customer experience and company objectives Ability to work with office tools and data analysis. Advanced expertise on Microsoft Excel and Powerpoint is desirable. Basic financial skills Good understanding of Orange products and services

additional information

The benefits of being Orange

Orange Business was certified as one of the best companies to work by the Great Place to Work Institute from 2012 to 2015. Since 2016, Orange has been awarded as the Top Employer Brazil. The comprehensive independent research revealed that the Company provides excellent employee conditions, nurtures and develops talent throughout all levels of the organization, and has demonstrated its leadership status in the HR environment, always striving to optimize its employment practices and to develop its employees. And since 2015, Brazil has been recognized by the Gender Equality & Diversity for European and International Standard Certification.

Because Orange Business hires the best people, we work hard to provide benefits that make their lives better, so we offer a comprehensive benefit program which features:

Medical plan

Dental plan

Life insurance

Meal allowance

Transportation allowance

Bonus plan

Gympass

Day care

Private pension fund

Birthday gift (day off)

Give a day, get a day (day off)

Maternity Leave (6 months)

Paternity Leave (15 days)

Orange Employee Solutions (psychological and legal assistance)

Shiatsu

Labor gymnastic

Teleworking Reimbursement

contract

Regular

---