Jr. Analyst, Sales Support

About The Company

Tata Communications Redefines Connectivity with Innovation and Intelligence. Driving the next level of intelligence powered by Cloud, Mobility, Internet of Things, Collaboration, Security, Media services, and Network services, we at Tata Communications are envisaging a New World of Communications.

Job Family Descriptor

This group of sales support staff is responsible for the support and administration of the sales function by managing the end-to-end pre and post sales processes and the customer/supplier relationship in its entirety (i.e., quote to cash). Provides operational support in the sales channel to support sales associates and managers in their revenue generation activities. Responsibilities include Sales Process support (sales reports and analysis, budgets, results etc.) and Revenue Recognition support (reporting etc.). Supports the sales staff at the back-end in meeting revenue targets by ensuring the timely negotiation, closing, processing, and implementation of orders through interaction with various teams, ensuring early realization of revenue and contributing to credit reduction by working with collections teams and customers in resolving credit disputes. Also ensures that the appropriate corporate deal governance and SOX guidelines are respected and that the deals are appropriately scrutinized in the context of these guidelines. Provides support to account managers on network inventory information and any other sales support. Generates reports for account managers. Provides feedback for improvement/changes in methods and techniques.

Broad Outline of the Role

• Provides support to account managers on network inventory information and any other sales support.
• Provides support to internal teams like IRT, billing, SA, and SM teams on post-implementation issues.
• Generates reports for account managers.
• Assists supervisor to identify important issues or risks and provides feedback for improvement/changes in methods and techniques.
• Seeks the appropriate level of guidance and advice to ensure delivery of quality outcomes.
• Operational role responsible for delivering results that have direct impact on the achievement of results within the job area.
• Conducts activities such as preliminary research, analytics, and documentation.
• Works under direct supervision.
• Actively acquires more skills, techniques, operating practices, and knowledge of abstract concepts in order to progress towards full proficiency in the field of specialization.
• Possesses skills and knowledge that will allow them to adapt to effectively deal with unfamiliar issues, challenges, and problems within their field of specialization.

Job Description

• Sales support is responsible for the support and administration of the sales function by managing the end-to-end pre and post sales processes and the customer/supplier relationship in its entirety (i.e., quote to cash).
• Provides operational support in the sales channel to support sales associates and managers in their revenue generation activities.
• Responsibilities include Sales Process support, acting as an L1 support for Sales to help resolve primary inquiries and issues, and if required, redirecting them to the concerned team member.
• Should be able to drive change management and digital transformation, preferably with hands-on experience in the Optimus Lead to Quote journey.
• Ensure appropriate corporate deal governance and SOX guidelines are respected and that the deals are appropriately scrutinized in the context of these guidelines.
• Provide feedback for improvement/changes in methods and techniques.
• Should be able to collaborate and lead engagement with various cross-functional team members through interactions and escalations to meet SLA.
• Should understand Telecommunication services.

Key Responsibilities

• Sales Associates Activities:

• Directly engaging with the customer team to own and address feasibility requests (via TCx or manually).

• Handling bulk requests (New/MAC, project management) and sharing updates internally/externally.

• Communicating ongoing status of feasibility proactively with the customer and Business.

• Assisting and bringing in support teams to manage TCx issues faced by the client.

• Following up with the client for missing details needed for assessment.

• Interacting with AFM Feasibility teams for feasibility closure.

• Calling/emailing LCONs to get feasibility survey permission.

• Following up with the customer on returned sites for details.

• Chasing the customer for releasing PO for new/additional business.

• Rate Card Management.

• Following up with CDA for commercial clearance of COF.

• Negotiating with CDA for customer requirements.

• Initiating or sharing COF with the signing authority and following up for closure.

• Following up with Sales Support for Order ID generation.

• Communicating Order IDs to the client and delivery team.

• Adhering to various TAT commitments given to the client (especially in case of new branch rollouts where time is measured in gold).

• Sending weekly trackers to the customer.

• Participating in weekly feasibility assessment progress and NBR meetings with the client team.

• Following up with DOP for COF sign-off.

• Doing OE to move the order to 100% and in process, also closing any open dependencies from the client.

• Uploading PO/PO exception into Manage PO module.

• Following up with the customer for mandate documents (SEZ, KYC, GST, PAN, etc.).

• Generating weekly reports needed by the Sales Team for internal and client presentations (tracking open, pending, closed, active status, etc.).

• Providing additional support for non-NW lead transactions where some NW components are needed.

• Front-ending all customer escalations and interacting with All CFTs to get responses for the client.

• Responding to emails from Service Assurance on customer link down issues.

• Internal Sales Support Activities:

• Manual Oppty ID creation.

• Raising feasibility either manually or via TCx where clients are not onboarded on TCx or have refused to use it due to highlighted issues.

• Publishing COFs to self-serve customers.

• Interacting with RE - Regional Engineer for new or change requirements.

• Following up with internal stakeholders in a timely manner to provide responses to the client.

• Following up with PM, V8 for correction of WIP circuits in SFDC.

• Working with the Sales Support team for CoF generation and following up with OET.

• Sending COF to the customer for Docusign.

• Interacting with Product & Solutions to understand requirements and obtain SDD for requirements.

• Interacting with the PM team regularly for corrections or amendments required on processed orders.

• Managing Order Amendments within TAT that come in for various reasons.

• Supporting the team with ad hoc urgent or immediate requests from the client when the Sales Team is in the field, or supporting urgent change requests from the delivery team.

• Supporting the Account Management Team in raising exceptional approvals or directly supporting the client to raise them.

• Following up on the closure of exceptions.

• Following up on demo order closures.

• Responding to emails from Service Assurance on customer link down issues.

• Creation of SNOW TT.

• Creation of SFDC TT.

• Following up with IT Support on the resolution of TCx issues.

• Following up with the Credit Control team on making opportunities positive.

• Taking approvals for cancellation from PM, Sales & CSM.

• Sending cancellation requests to Sales Support and following up for closure and order ID.

Requirements & Tech Stack

• Effective verbal and written English communication and presentation skills for interaction with international clients.
• Good Excel and reporting skills.
• Analytical and Problem-solving skills.
• Telecom Knowledge.
• Hands-on experience in Optimus Lead to Quote journey (preferred).
• Familiarity with TCx, SNOW TT, SFDC TT, SFDC.

Qualifications

• Graduate / MBA.

Key Performance Indicators (KPIs)

• Accuracy and velocity.
• Collaboration & Innovation.
• Accountability and ownership.