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.

About the Role

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.

Key Responsibilities

• Sales Process support (sales reports and analysis, budgets, results etc.) and Revenue Recognition support (reporting etc.).
• Support 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.
• Ensure that the appropriate corporate deal governance and SOX guidelines are respected and that the deals are appropriately scrutinized in the context of these guidelines.
• Provide support to account managers on network inventory information and any other sales support.
• Generate reports for account managers.
• Provide feedback for improvement/changes in methods and techniques.
• Act as an L1 support for Sales, helping them resolve primary inquiries and issues, and redirecting them to the concerned team member if required.
• Drive change management and digital transformation.
• Collaborate and lead engagement with various cross-functional team members through interactions and escalations to meet SLA.
• Understand Telecommunication services.

Operational Role Specifics

• 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 competence 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.

Sales Associates Activities

• Directly engaging with the customer team to own & address feasibility requests (via TCx or manually).
• Handling Bulk Requests for New/MAC, Project management, and sharing updates internally/externally.
• Communicating ongoing status of feasibility proactively with the customer & business.
• Assisting and bringing in the support team to manage TCx issues faced by the client.
• Following up with the customer 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 & following up for closure.
• Following up with Sales Support for Order ID generation.
• Communicating Order IDs to the client & delivery team.
• Adhering to various TAT commitments given to the client (especially in case of new branch roll-out where time is measured in gold).
• Sending weekly trackers to the customer.
• Participating in weekly feasibility assessment progress & NBR meetings with the client team.
• Following up with DOP for COF sign-off.
• Doing OE to move the order to 100% and closing any open dependencies from the client.
• Uploading PO/PO exceptions into Manage PO module.
• Following up with the customer for mandate DOCs (SEZ, KYC, GST, PAN, etc.).
• Generating weekly reports needed by the Sales Team for internal & client presentations (tracking open, pending, closed, active status, etc. for bulk requests).
• Providing additional support for non-NW lead transactions that require some NW components.
• 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 Support for Account Management Team

• Manual Oppty ID creation.
• Raising feasibility either manually or via TCx where clients are not onboarded on TCx or have refused to use it.
• 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 for client responses.
• 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 customers for Docusign.
• Interacting with Product & Solutions to understand requirements and getting SDD for requirements.
• Interacting with the PM team regularly for correction or amendments on processed orders.
• Managing Order Amendments within TAT.
• 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 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 resolution of TCx issues.
• Following up with Credit Control team on making oppties positive.
• Taking approvals for cancellation from PM, Sales & CSM.
• Sending cancellation requests to Sales Support, and following for closure and order ID.

Requirements & Tech Stack

• Effective verbal and written English communications and presentation skills for interaction with international clients.
• Good Excel and reporting skills.
• Analytical and Problem-solving skills.
• Telecom Knowledge.
• Experience in Optimus Lead to quote journey (preferably).

Qualifications

• Graduate / MBA