Day to day operation responsibility for a revenue generating program in Europe. This role works closely with our delivery partners, ensuring we maximize performance and drive a strong sales pipeline for Digital Sales, including direct sales to SMB customers. In this role, the SA will build relationships with the delivery partner to become the trusted advisor and mentor to the sales advocates, trainers and coaches. In addition, identify gaps in processes, procedures and handle complex escalations.
Responsibilities
Manage day to day (relationship) results with Outsourced Delivery Partners
Drive Delivery Partner performance via operational levers training & quality, as well as owning & tracking any get to green plans
Identify and remove sales blockers; across all aspects process, procedure blockers
Manage complex customer escalations to resolution, using insights learned to help prevent future escalations
Proactive in identification & prevention of issues through supplier feedback, process review, performance analysis & readiness
Monitor customer and partner satisfaction – making recommendations and adjustments required to exceed targets
Provide subject matter expertise on tools, readiness and processes to internal stakeholders
Qualifications
Hands on experience with sales/pre-sales or customer retention, minimum 3 years
Deep operational experience working with supplier’s day to day
Understanding of Microsoft 365 Applications and how businesses can apply them.
Proven experience in resolving customer and supplier issues
Ability to collaborate and build relationships with internal stakeholders and vendors/suppliers
Experience of working across different industry segments
Ability to identify opportunities for improvement in performance and processes
Analytical skills and Drive Results through Influencing
Has exceptional verbal and written communication skills
Self-motivated, independent thinker who can deal with ambiguity
Previous experience with services delivery desired
