Sales Operations Manager
Functional Area
Support
Mission
To effectively manage all administrative duties for their Account Manager/s, including follow-ups with customers, quotes, orders, visit preparation, etc
To serve as the main internal point of contact for all customers assigned to the Account Manager/s
To provide excellent service & support to customers
To provide the necessary administrative support to Account Manager/s
Outcome Measures 1
& Key Actions
Monthly Revenue Target ( New Sales & Subs Renewal Sales ) achieved ( as per Account Manager/s Handbook ) :
- Note : The weighting of this Outcome not to exceed 20% for AAMs. The AAMs must be linked to their AMs target achievement, albeit at a low weighting
- Discuss sales target with AM, understand plan to achieve, agree personal contribution and /or specific actions to support achievement of the target via specific campaigns to generate opportunities and/or actual sales ( Monthly )
- Prepare Sales Tgt Act vs Target schedule, send to AM and discuss progress & remedial plans ( Weekly )
Outcome Measures 2
& Key Actions
Achieve specified subscription renewals with set timelines , as agreed with AM/s :
- In conjunction with AM, create a list of all subscription renewals for which AAM is responsible and develop a strategy to ensure timeous renewal of all subscriptions
- With the AM, review the entire list of contracts due to be renewed during the year, order by value and month of renewal [ as per the CRM Subs Renewal Opportunity list ](Feb)
- Together with AM, develop and implement the annual visitation and interaction plan, by month and by key contact person, that will facilitate the smooth and timely renewal of each contract ( including setting all meeting dates , etc a minimum of 3 months in advance of renewal date) (Feb)
- Note : The above is subject to decision of the AM, based on client contract value and assessment of need
- Update the CRM Subs Renewal Opportunity status (Weekly)
- Review and assess progress on each subscription renewal due with AMs and develop remedial plans for problem renewals (Weekly)
Outcome Measures 3
& Key Actions
Monthly Performance Assessment by Account Manager/s ( Rating system including quote turnaround times, query response times, task completion timeframes, etc – to be developed ) reflect achievement of agreed scores :
- Review monthly assessment with AM, discuss issues and agree remedial plans ( monthly )
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Outcome Measures 4
& Key Actions
Task management system reflects achievement of agreed SLA conditions :
- Note : the method to measure SLA achievement to be develop ; preferably as part of the current CRM task tracking system
- Review SLA report and discuss with Sales Ops Manager to identify issues and agree remedial plans ( monthly )
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Other Key Actions and Responsibilities
Service Delivery
- Take ownership of customers assigned to AM iro of all their administrative requirements
- Deal with customers’ requests and liaise with other departments if necessary, to achieve a resolution to the customers’ request.
- Respond to a range of customer service email, fax, internet and postal enquiries.
- Proactively contact customers to ensure that any query raised has been completely resolved to their satisfaction
- Identify and suggest improvements to new and existing procedures / systems
- Record each customer interaction via the CRM system.
- Attend product, technical, PeopleSoft and prescribed training as arranged from time to time.
- Stay up to date with relevant product, technical and PeopleSoft knowledge
- Process assigned Customer Orders.
- Process non-stock movement credits that are due on Customer Accounts
- Conduct subscription maintenance on Customer Accounts.
- Prepare electronic credit paperwork and submit to Regional Office Supervisor
Customer Relationship Building
- Interact with customers by phone, email, and in person.
- Update Customer details on PeopleSoft and CRM on a regular basis.
- Regularly confirm that customers’ billing account setup and subscriptions are correct.
- Encourage feedback from customers regarding LN products and service so as to identify opportunities for new products and new markets.
Sales Support for Account Manager/s
- Process quotations
- Attend to walk-in customers.
- Manage process of customer returns to the Warehouse.
- Produce Customer Spend Reports
- Communicate to the Account Managers the trial access expiry for trials
- Accompany Account Managers on Customer visits, as required
- Reconcile the Sales Diners Expenditure ( monthly )
- Record expense claims onto PeopleSoft
- Pre visit Assistance : Assist Account Manager with compilation of customer activity & data
- To review the monthly commission report from Rose and confirm all orders processed have been recorded correctly
Competencies
Achiever: Expects personal performance and team performance to be nothing short of the best
Follow Through: Keeps to verbal and written agreements
Intelligence: Learns quickly, demonstrates ability to quickly and proficiently understand and absorb new information
Analytical skills: Able to understand and structure deals or develop solutions to problems that make sense for LexisNexis and the client
Attention to detail: Does not let important details slip through the cracks and derail the deal
Persistence: Demonstrates tenacity and willingness to go the distance to get a deal done or to resolve an issue that requires resolution
Proactive: Acts without being told what to do. Brings new ideas into play. See problems and does not ask who will fix it but gets it fixed
Calm under pressure: Maintains stable performance when under heavy pressure, pressure including a difficult task, a deadline to meet or a difficult customer or colleague to deal with
Work ethic: Has a track record of working consistently and diligently to get the job done
Listening skills: Able to let clients to speak and extract their problems and opportunities
Empathetic: Can place themselves in another person’s shoes to develop an understanding of the other person’s point of view
Build Rapport: Able to bond with strangers and potential new clients quickly and effectively
Qualifications & Experience
Matric
Relevant tertiary qualification / technical qualification or studying towards completing qualification would be an advantage )
Minimum 5 years’ experience in a sales support or customer service role in the professional services or similar market
A proven track record in delivery of high level s of customer service or similar service
Computer literacy in MS Office including Outlook, Excel, Word and PowerPoint
Previous experience in using a CRM type of system would be an advantage
Valid driver’s licence
External Interactions
Customers ( as per subscription renewal lists ), their representatives and various other parties and persons within these organisations
Customers that AM/s develop new business with their representatives and various other parties and persons within these organisations
Warehouse staff ( outsourced )
Internal Interactions
Assistant Account Managers ( part of team )
Client Trainers ( part of team )
LIC Trainer
Sales Manager/s
Sales GM
Customer Service operators and supervisors
Other LNSA Executives and Managers
Credit Control
Product Owners
LexisNexis, a division of RELX Group, is an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law. If a qualified individual with a disability or disabled veteran needs a reasonable accommodation to use or access our online system, that individual should please contact [email protected] or if you are based in the US you may also contact us on 1.855.833.5120.
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