Business Area: Lead to Contract

Job Summary:

The WW Sales Key User acts as administrator support for the PRM tool in maintaining and updating customer information for channel reseller information and acts as the key contact for support inquiries and requests coming from the assigned Geo/region.

The WW Sales Key User is also involved in various work streams such as global data management, quotes management, marketing and direct sales, Professional Services and Anaplan forecasting/opportunity pipeline.  Thus, the WW Sales Key User collaborates with various teams such as the Enterprise Business Application, TCS, MDM, and our Lexington-based Process Owners and Business Analysts. Moreover, the WW Sales Key User also works with third party developers (AMS) regarding issues and enhancements relating to the other applications attached to our Sales Tools.

Lastly, the WW Sales Key User is expected to provide excellent customer service through phone, email, chat and classroom training engagements.

The WW Sales Key User’s main goal is to leverage the importance of our Sales Processes and Tools and its impact into the sales rep’s day to day sales activities and, ultimately, help drive success across the Global sales teams.

Key Roles & Responsibilities:

  • Main Support: End to End
    • Provide Level 2 support and/or training for the global support and sales teams with any and all issues/inquiries with our Sales Processes and Tools and its attached applications through email, chat and phone.
  • Inquiry Management
    • Serve as secondary contact for 1st line support inquiries (via CRM Cases, Phone & eMail) about the CRM tool (Large Account/Retail & Volume Planning & BI Analytics) and its integrated applications (i.e. Anaplan, TAS/Dealmaker Playbook and Cirrus)
    • Facilitate User requests such as but not limited to - creating a CRM case and in assisting users create a CRM case.
    • Work with Support teams and vendors (ex. support/IT groups) to resolve any system issues and provide initial response to the customer within the agreed response times.
    • Provide feedback and requirements to the Support teams about system or process issues and potential updates or requests from the business users.
  • Training Support
    • Creates plan and execute initial and on-going training for the specific geography/region for sales, services and marketing organizations.
    • Responsible for the creation of geo-specific publication, distribution and maintenance of training documentation which includes the Sales Homepage in Unily and its related subspaces.

Competencies, Skills, Knowledge and Abilities:

  • Tools Proficiency | Knowledge of MD365, Deal Desk and PartnerNet features and capabilities geared towards Opportunities, Accounts, Contacts, Dealdesk, Anaplan (Forecasting) and MPS.
  • Troubleshoots and recommends solutions to KU cases and issues. Recommends enhancements for KU processes and case optimization:
    • Tests and verifies system issues to resolve KU Cases within SLA
    • Identifies other / potential issues to the cases currently worked on
    • Provides solutions to requestors regarding their KU Cases
    • Collaborates with AMS / EBA Teams on escalated cases or issues
    • Performs test enhancements and user stories as directed by AMS / EBA teams
  • Applies MD365 full functionality to resolve KU Cases:
    • Explains and guides account managers in their Opportunity and Forecast Management (AnaPlan)
    • Escalates cases to the correct technical team for 2nd level issues or higher
    • Guides CRM users on how to navigate D365's different functions and related applications such as Anaplan, Partnetnet and DealDesk
  • Analysis: Able to analyze and breakdown the available information and situation to arrive at solutions.
  • Project Management: Able to resolve, close and manage multiple KU cases against time requirements.
  • Business Acumen: Knowledge of Lexmark's products, services as well as the industry the company is in.
  • Customer Service: Knowledge of requirements, relationship-building and solutions innovation as it relates to addressing needs of the customers
  • Confirms receipt of and provides answers to internal customer requests and queries within SLA and uses proper corporate etiquette:
    • Acknowledges receipt of Requestor's Cases and provides case updates until closure
    • Communicates with Requestors promptly via appropriate channel: email, telephone or chat
    • Uses proper communication etiquette in corresponding with Requestors

Education, Experience & Certifications Basic Requirements:

  • Education
    • Bachelor’s Degree in any course from an accredited college or university. Preferably in Information Technology.
  • Experience
    • Preferably with experience in using MD365 (at least 1 year)
    • An advantage if candidate has experience in administering CRM (Customer Relationship Management) systems
    • Background in Sales and Marketing Operations Support.
    • Previous work experience had analytical and problem-solving tasks related to sales, marketing, systems or business tools
    • Training experience is an advantage

You may send your application to recruitment@lexmark.com.