Customer Contract Associate

Customer engagement and support:

• Responsible for customer requests execution and day-to-day account activities in order to maintain and enhance customer relationships, provides input and manages action plans for department responsibilities
• Engages with customer to support QTO process related requests
• Works with billing and accounts receivable teams to resolve invoice quires, credit notes and customer non-payment issues.  Responsible for resolving and responding to customer’s billing/invoice inquires
• Responsible for commercial inventory management
• Responsible for preparing and supporting customer for Service Delivery and Traking Tool (SRT) usage
• Owns customer specific instructions and guidelines (price book, process, customer labelling, BAN-usage etc.)

Bid support and non-organic growth activities:

• Supports contract renewal, repricing and project preparation activities to ensure standard QTB-model is executed.

• Aligns with account manager, engagement manager and/or bid manager(s) to decide Go/no-go with Bid proposal in these parts that related to Sales Ops

Quote to Order:

•  Act as owner of the quote to order cycle, ensuring QTO-performance is in line with customer expectations. Owns customer agreements and acts on them where needed for sales operations matters.
• Is responsible for maximising profitability of the organic growth.
• proactively Escalate pending actions (quotes, orders, billing issues etc.) including KPI-management
• Participate on initiatives and projects to improve the QTO-process, aim for Operational Excellence
• Proactive document and continuously develop customer specific processes, templates and requirements

Other

• Drive Sales Operation processes / requests with various sales and non-sales departments within Orange Business Services (CS&O, Billing, Finance, etc.)

knowledge and abilities

Team player that is communicative, organized, flexible and used to work in a stressful environment

Sales driven, commercial behavior with respect for company compliancy rules

Ability to identify problems and work to resolution as required

Experienced working towards targets and deadlines

Is able to build a network of people, getting things done

Having a good understanding what influence invoice or payment issues can have on a company’s cash flow

have a good understanding for what influence customer experience and company objectives

Understand customer (internal and external) challenges and needs, listening skills

Having a good understanding what influence invoice or payment issues can have on a company’s cash flow