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    Sales Support Specialist - Gurugram, India - Concentrix

    Concentrix
    Default job background
    Upper Management / Consulting
    Description

    Verify customer entitlements vs contract:
    review customer set-up in systems, validate users, updates systems, and input customer information

    • Dispatch Deliveries and

    Schedule Support Program Deliveries:
    Validate contract credits, create dispatch in systems, communicate dates, manage scheduling and rescheduling

    • Capture and Triage new

    Support Needs:
    Create support needs based on recommendations and align to a delivery project

    • Prepare for Support Delivery Projects & present findings to Customer Success Account Managers (CSAM)
    • Generate a

    Support Project Proposal Summary:
    Create a delivery project in systems

    • Meeting Prep and

    Post Meeting Activities:
    action post meeting items as directed by CSAM, track progress and provide updates to CSAM

    Renewal Process Support:
    Do standard customer research to be used during the renewal process by CSAM

    Reactive Support Governance:
    Track and manage case histories and ensure expected SLA/outcomes met for and assist with high impact escalations

    • Develop a good level of process & product knowledge to speak intelligently to customers and successfully address specific objections
    • Clearly document and track qualitative feedback and quantifiable measurements Last updated: December 9,
    • Initiate steps through appropriate communication channels to address customer concern
    • Ensure a high level of professionalism during all interactions with customers
    • Collaborate with cross functional teams and management to drive a superior customer experience
    • Follow guidance from more senior staff, as needed
    • Follow established procedures
    • Prepare quotes for contract renewal and RFP/RFI responses
    • Maintain quote documentation with accurate pricing and configurations
    • Ensure the integrity of client information maintained in the database systems

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