SMB Manager, ASG Programs

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Company:

US MNC

Location:

Singapore

Industry:

IT

Job Description:

This position will be responsible for developing and leading a team of internal Enterprise product support reps in a queue environment. These reps will be mainly responsible for providing pre-sale support to inbound sales representatives (ISRs) on Enterprise products. Requests from sales reps consist of technical specifications, compatibility questions, potential substitutes, and configuration issues.

This role will include building and leading a new team that has yet to be completely defined & staffed. Candidates for this role must be extremely comfortable in designing and building a team from the ground up, including defining and implementing policy and procedure, identifying and hiring talent, and managing the team through change and growth. This role will be key in helping to support ISRs in their efforts to sell Enterprise products.

Candidate must have thorough knowledge of Dell's Enterprise products, quote configuration, and the sales process.

Duties will include:
- Defining the scope & evolution of this new team
- Ensuring alignment with sales and marketing
- Leading the team through it's day to day activities
- Identifying and developing talent
- Handling sales escalations
- Managing metrics & reporting for the team
- Identifying and driving process improvements
- Selling and communicating the benefits of this team to the sales organizations across the ABU
- Effectively manages sales support operations resources.
- Focuses on delivering a positive customer experience according to company's standards.
- Improves sales processes and operational effectiveness.
- Interacts with cross-functional groups (e.g., Sales, Services, Software and Peripherals, Finance) to solve business and customer issues.
- Attracts, develops, and retains high-performing sales operations talent.
- Manages highly complex operational issues and projects.
- Drives operational effectiveness for the organization.
- Set focus for operational teams.
- Develops and trains sales support teams.
- Drive coordination with cross-segment functions.
- Effective communication/escalation point for field.
- Oversees/manages operational support to the segments; establishes operational objectives and assignments for subordinates.
- Manages activities of two or more sections or departments.
- Participates in guiding company strategy and determine priorities affecting immediate operations as well as having company-wide impact.
- Manages coordination of communications and information dissemination with sales force and cross-functional organizations.
- Manages sales tools projects.
- Manages special projects to ensure continued improvement of company in the marketplace.
- Manages key strategic initiatives, business process improvement roadmap and projects at the segment and cross functional.
- Interacts with executives and/or major customers, generally involving controversial situations, customer negotiations, or influencing and persuading other senior level managers.

Qualifications
- Moderate level of technical knowledge about Enterprise products and extensive knowledge of the sales process.
- At a minimum, experience in leading medium to large scale project teams or as a team lead/coach. Formal management experience preferred.
- Experience in a transactional, high volume queue environment.
- Proven ability to define and implement new processes and procedures.
- Very strong verbal and written communication skills.
- Bachelors degree required, MBA preferred.
- Ability to work effectively with an international project teams
- Ability to work independently
- Time management skills
- Effective communication skills
- Familiar with Microsoft Project, Word, Excel and PowerPoint
- Ability to work with MS SharePoint, MS InfoPath, MS One Note and MS Access is advantage
- Ability to present/influence to different Management Levels and across functions
- Focus on Customer Experience
- Analytical skills
- Drive for results/Problem solving
- Sales background is big advantage
- Ability to work effectively with an international teams
- Ability to work independently

Job Type:

Perm

Salary range:

not specified  

Contact:

Email:Please login to see the contact email.
Tel: not specified

Application instructions:

not specified

Posted by:

NUS GANO

Date approved:

October 21, 2009

Validity time:

From October 21, 2009 To November 20, 2009

Job Description Documents: