Sales Support Manager

About the Role:

As our Sales Support Manager, you will be responsible for supporting our Partnership sales team to cater to Digital identity’s onboarding/offboarding needs, sales training and development, as well as problem-solving their daily issues. Additionally, you will act as the functional support to the preSales team to help them find solutions to the problems they’re facing, and when required, involve other teams such as Sales, Product, Complaint handling, Compliance, Legal, etc.

• CLIENT LIFECYCLE:
• Be the ultimate point of contact regarding onboarding processes of clients, acting as an internal consultant for all processes relating to client onboarding and post-onboarding processes such as billing and reconciliation.
• Conduct business process reviews with potential integration clients, ensure documentation is complete, and create internal reports regarding alignment between required documents needed for business process reviews and the documents received from the client.
• Responsible for pre-integration document preparation by liaising with relevant stakeholders such as legal, finance, and sales teams to ensure a smooth process.
• Ensure a correct onboarding process for clients is completed in a timely manner and the setup in the system is as agreed with the clients, including but not limited to pricing schemes and clauses in the legal agreement.
• Handle all requests from clients related to top-up tokens, invoice creation, usage discrepancy reconciliation, etc.
• Manage queries or complaints from clients related to legal agreements and billing by liaising with relevant counterparts both internal and external.
• Ensure that the sales team is updated on requirements pertaining to onboarding new clients and regulatory requirements regarding integration, especially with clients regulated by certain government bodies.
• Maintain all relevant administrative documents pertaining to clients’ lifecycle in accordance with internal audit guidelines and in line with various departments within the organization, such as Legal, Compliance, and Finance, Accounting & Tax.
• Ensure audit readiness to guarantee all relevant settings, documents, and business processes comply with standard operating procedures and internal audit guidelines.
• Oversee the overall performance of the Sales Support, focusing on the correct and timely fulfillment of requests from the Sales team.
• Able to troubleshoot a wide variety of issues pertaining to onboarding, activation, and deactivation of products deployed, including cooperating with various departments within the organization to solve issues and recommend steps to mitigate future risks.

• Assist in creating training material for the newly hired sales team.

• SALES PLANNING:
• In collaboration with the Head of Sales, be responsible for incentive scheme calculation and execution.

• BUSINESS AND PEOPLE MANAGEMENT:
• Assist in business discussions with the Sales team to ensure key objectives are met and formulate strategies to mitigate associated risks.
• Enhance the Sales team’s analysis by developing deeper business intelligence metrics and using them to formulate strategies to achieve shared desired results.
• Support the sales support team in resolving their issues and escalate to the appropriate counterparts.
• Continuously improve existing processes based on feedback from related counterparts, including clients both internal and external.
• Cooperate with various departments to ensure dynamic strategies are formulated and steps are taken to achieve objectives.
• Conduct regular training sessions with team members to enhance their proficiency in utilizing all available tools.
• Problem-solve issues involving other functional units (compliance, legal, finance, reconciliation, etc.).
• Create business processes that support the needs of the Digital Identity organization.
• Keep management informed of any issues by cooperating with the internal team to create special reports, summarize information, and identify trends.

• At least 5 years of relevant experience in operations, sales operations, management consulting, or process improvement.
• Familiarity with SQL and Google BigQuery to run and create queries based on given data requirements would be a plus.
• Proficient in handling large amounts of data using tools/software such as Google Sheets and Microsoft Excel.
• Excellent communication and understanding skills, able to explain technical terms in a simple, understandable manner.
• Experience working with multiple stakeholders from different backgrounds with a good level of empathy.
• Ability to speak formally in English.
• Refer to Thinker Domain.