WW Sales Key User

About Xerox Holdings Corporation

At Xerox, we make work, work! For more than 100 years, Xerox has continually redefined the workplace experience. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients and within our culture. Learn more at www.xerox.com and explore our commitment to diversity, inclusion and belonging.

Responsible for maximizing revenue with existing customers by understanding customer demand and managing all operational aspects for customers. Analyzes customer forecasts and historical shipment records to detect changes in demand. Contacts customer to discuss demand trends and maximize sales of products. Monitors inventory levels and shipment activity. JOB PURPOSE/MISSION/SUMMARY: The WW Sales Key User acts as 2nd level support and administrator support for the CRM/PRM tool in maintaining and updating customer information for channel reseller and end-user information, 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, lead management, quotes management, marketing tools 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 Geo-based Process Owners and Business Analysts. Moreover, the WW Sales Key User also works with third party developers (IT) 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 / KEY JOB FUNCTIONS: 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, SalesLoft 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 Create plan and execute initial and on-going training for the specific geography/region for sales, newly onboarded employees of L2C and sales teams. Responsible Contribute to the creation of geo-specific publication, distribution and maintenance of training documentation which includes the Sales Homepage in Unily and its related subspaces. Conduct refresher trainings for Sales Support and Sales Reps Conduct assessments and reviews for Sales Support Create and design skills enhancement trainings of support and sales teams Create self-paced training materials (add more details like audience…) Responsibilities include providing level 2 support for: Microsoft Dynamics 365 & Salesforce Lead and Contact Management – Investigate and fix lead and contact creation issues Ensure Lead to Account Creation by searching for DUNS match, getting necessary documents and checking for duplicates Work on the cases inside the Global Data Admin queue Resubmit and repush leads to MDM Check RIDs in MDM Portal Work with IT and/or AMS on escalated lead issues Account Management – Diagnose and troubleshoot account-related issues Perform basic account record info update Create request IDs in MDM Portal for Account Change Requests Perform account records merge Perform account ownership transfer after the necessary approvals Diagnose and troubleshoot issues related to segmentation and coverage Diagnose and troubleshoot issues related to territory detail Escalate and work with IT and/or AMS to resolve account-related issues, incomplete merge, territory, account ownership change, segmentation and coverage issues Contact Management - Diagnose and troubleshoot contact-related issues Ensure contact creation Update contact record information Perform contact records merge Escalate and work with IT/AMS on unresolved contact management issues to ensure this is resolved Activity Management – Diagnose issues related to task and event records Opportunity Management - Opportunity Creation Opportunity Detail Update Product Standard Price Book Update Competition Data update Provide Dealmaker License TAS Deal Maker Playbook Update Diagnose issues related to opportunities Account Plan Management - Dealmaker Smart Opportunity Manager Account Plan Creation Account Plan Module Update Diagnose issues related to the Dealmaker application Quote Management - Diagnose Quote submission, revision, and recall Investigate syncing of quote to MD365/Salesforce Update and approve quote ownership Diagnose issues related to Quotes Objects in MD365/Salesforce Reports and Dashboards Creation and Management – Creates and/or replicate reports for AMs use including but not limited to Activities, Accounts, Opportunities, and Contacts reports. Checks and maintains Reports and Dashboards if filters are still relevant and up to date. Provide support for multiple Dashboards (Monday Morning Dashboard, High Impact Activities, Tasks, etc) and its associated reports. Email Template - Template creation using Text or HTML Data Load - Facilitate in preparing the template to be forwarded to Lexington Demo/SEED Requests - Provide assistance in creating/configuring Evaluation Unit Request & Disposition Forms Update Form status and resubmit for approval Follow up in loading of serial numbers, invoice creation, etc. Review and assess forms for errors and needed information Case Management Attend to Email inquiries or MD365/Salesforce issues from Personal email account Own and resolve cases in multiple MD365/Salesforce Queues (D365/Salesforce Support, GDA and Partnernet queues) Triage cases to correct support group or owner from Helpdesk Enterprise Application D365/Salesforce Mobile App App Installation App Access Diagnose issues related to the Mobile App Anaplan - Anaplan Forecasting Opportunity Management – Opportunity Detail Update Part Number Add Forecast Spread Update Manage Actuals Revenue Reports Diagnose issues related to Anaplan Quote Detail Update – Sales Value, Dates, Parties, Part numbers, Quantity, Amount, Quote Owner, Sold To info Quote letter Generation Quote letter Update Key Contact – Serves as primary contact for NA/ANZ/LA/EMEA support inquiries (phone or email) about the Partner Relationship Management tool Provides support for, maintenance of, additions to, deletions from or mass changes to the PRM database Handles Escalations and Technical Problems with login and data accuracy for both Internal and External Customers Data Management – Data syncing Manage demo entries Customer Data Management – Manages internal customers (Cebu Telesales Team and TSM) and external customers (Resellers) well by responding immediately to customer requests, proper execution of established SLAs and providing timely feedback for any issues experienced in processing their requests Works with internal customers in finding ways to regularly improve PRM service request processes Other related applications - DiscoverOrg Tool Support – Provide DiscoverOrg Permission Set Diagnose issues related to access and data SalesLoft Secondary Support User Adoption - Testing / validating of CRM changes as requested by the EBA team Provide proactive communication to users about MD365/Salesforce. Participate and assist in activities to encourage user adoption within the geography for Large Account/Retail & Volume Planning sales, services and marketing organizations, including any End User Board that might be established for the region. Gathering and submitting new MD365/Salesforce requirements for continuous improvements Solicit feedback from the sales and professional services organization on suggested requirements/improvements to both Sales Processes and Tools. Provide feedback to the EBA Front Office team on a proactive basis. Close the loop with Global users by communicating back to them decisions / actions made upon their suggestions. COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES: Tools Proficiency | Knowledge of MD365, Salesforce, 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: 1) Tests and verifies system issues to resolve KU Cases within SLA 2) Identifies other / potential issues to the cases currently worked on 3) Provides solutions to requestors regarding their KU Cases 4) Collaborates with AMS / EBA Teams on escalated cases or issues 5) Performs test enhancements and user stories as directed by AMS / EBA teams Applies MD365/Salesforce full functionality to resolve KU Cases: 1) Explains and guides account managers in their Opportunity and Forecast Management (AnaPlan) 2) Escalates cases to the correct technical team for 2nd level issues or higher 3) Guides CRM users on how to navigate D365/Salesforce different functions and related applications such as Anaplan, Partnetnet and DealDesk Familiar with MD365/Salesforce key features and capabilities: 1) Navigates the different functions and features of MD365/Salesforce 2) Explains MD365/Salesforce objects and fields relating to Tabs View, Contacts, Opportunity, Accounts and Quotes 3) Closes assigned cases in MD365/Salesforce with adherence to SLA 4) Responds to Requestors needs through MD365/Salesforce basic functions Analysis | Able to analyze and breakdown the available information and situation to arrive at solutions. Recommends inputs regarding Opportunities, Activities and Forecasting to Sales Reps: 1) Assesses and recommends Opportunity changes or updates to Sales Reps based on available information in MD365/Salesforce 2) Identifies and connects other cases / potential issues to the cases currently worked on 3) Provide inputs to Sales Rep Activities and forecasting Investigates and resolves key user cases: 1) Identifies possible root causes of the KU issues 2) Uses correct solution(s) to resolve KU cases without rework 3) Resolves intermediate KU Quotes and Opportunities cases and other cases that dont involve tech teams Understands the issue or problem regarding KU Cases: 1) Describes the error, issue or problem regarding KU Cases 2) Lists down possible solutions of the KU issue 3) Resolves basic KU Cases (Account Level) within SLA Project Management | Able to resolve, close and manage multiple KU cases against time requirements. Tracks progress, collaborates with the different teams and manages resources in resolving complex KU cases (Integration errors) and tests KU-related MD365/Salesforce enhancements: 1) Creates or updates a prioritization guide or reference material for teammates to use on managing KU caseload 2) Escalates and endorses KU Cases that is outside scope to the correct tech or 3rd party teams 3) Works with tech team in implementation and testing of KU related MD365/Salesforce new features or updates 4) Follows correct Escalation Guidelines Identifies, diagnoses and prioritizes KU cases in the KU Queue against Aging Targets: 1) Prioritizes Cases based on Urgency and Business Impact 2) Collaborates with the different teams for case resolution 3) Manages KU Case Aging to within target levels Able to resolve and close common KU tasks and cases such as Accounts, Activities and Quotes: 1) Triages KU cases correctly 2) Resolves the assigned KU case workload such as Accounts, Activities and Opportunities 3) Meets the required SLA on resolving KU Cases Business Acumen | Knowledge of Lexmark/Xerox’s products, services as well as the industry the company is in. Manages Lexmark/Xerox’s business segmentation processes to enable the sales processes creation: 1) Provides accurate Territory Assignments to AMs 2) Recommends territory changes to Stakeholders / Geo Counterparts 3) Recommends Forecasting and Opportunity Management best practices to AMs 4) Recommends Sales Processes changes, edits and improvements to all stakeholders and functions involved. Uses knowledge about Lexmark/Xerox’s Path to Market to address issues or requests: 1) Recommends solutions to AMs regarding their Issues based on Business Knowledge. 2) Validates business data by participating in regular meetings/calls with WW/Geo counterparts to ensure accuracy 3) Delivers accurate business information to stakeholders, internal customers, and to other users within SLA Familiar with Lexmark/Xerox’s core business offerings: 1) Describes the general environment in which Lexmark/Xerox operates 2) Provides timely information regarding Accounts. 3) Describes the different business segments and general product categories Customer Service | Knowledge of requirements, relationship-building and solutions innovation as it relates to addressing needs of the customers Establishes a good working relationship with requestors by building rapport and collaborates with other cross functional teams to resolve case issues that impact customer satisfaction: 1) Reaches out to regular requestors at least once a month to check the impact and reception of closed cases and get their feedback on how to further improve service quality 2) Closes loops with Requestors on open cases or issues 3) Uses positive phrasing to empathize with Requestors expressing dissatisfaction Captures all customer queries, actively engages and accurately provides information within SLA: 1) Provides accurate information to requestor queries within SLA 2) Provides case updates or resolutions to requestors through email or through chat 3) Asks feedback from requestor and uses this to improve service 4) Collaborates with cross-functional teams in achieving case closure Confirms receipt of and provides answers to internal customer requests and queries within SLA and uses proper corporate etiquette: 1) Acknowledges receipt of Requestors Cases and provides case updates until closure 2) Communicates with Requestors promptly via appropriate channel: email, telephone or chat 3) 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/Salesforce (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