Sales Analyst 1|INR

Description :

The following activities summarizes the daily operations

Queue Management

Every day all queues for specific areas need to be managed. This means that new projects need to be assigned, active projects need to be checked for unassigned tasks that also need to be assigned and projects where all tasks have been assigned need to be checked for hour submission, closure documents and those need to be flagged to the responsible team for final closure.

Pre-assignment

For new projects a 1st customer email needs to be sent and followed up with the customer until feedback has been received. Once all information and documents have been received, a date needs to be scheduled with the customer and a NetApp resource or Delivery Partner with the required skills needs to be selected.

Customer and/or sales rep may need to be chased for their feedback to be able to proceed with this process. Global Project delivery Specialist is always owner of this process and needs to take ownership.

Assignment

Once the date with the customer and resource have been fixed, the assignment needs to be raised in Pulse.

A confirmation is sent to the customer and the resource, including the required documents.

In case of an escalation/urgent request/customer delay, the assignment is canceled, and the Pre-Assignment phase starts all over again.

Post Assignment

Once the delivery is completed the closure documents need to be attached in Pulse and hour submission needs to be checked.

In case the customer is not satisfied, tasks are not all delivered completely, or the resource hasn t been able to finish the job completely due to unforeseen circumstances, the Pre-assignment phase starts all over again.

Simple assignments

Certain areas don t require customer facing activities but do need projects assigned.

Based on the daily queue management the projects that are not assigned yet will need to be flagged to Local Coordination/Field Management following a specific format and process. The instructions to assign a task would then come from Local Coordination/Field management. The booking Request would be placed in the queue for assignment, either to a third-party Resource or to a NetApp Resource. Once the assignment is done and the delivery completed the Booking Request will be put back into the ownership of Local Coordination/Field Management.

As the owner of the assignment this task can also include contact with the partner and/or customer in local language to ensure ECD on task is met or escalations are followed up timely.

Qualifications:

- High-performing and hardworking with refined organization skills and commitment to quality and customer success

- Superior customer service skills, possessing proven written and verbal communication skills

- Ability to multi-task and work under pressure to meet deadlines

- Ability to work collaboratively within a team environment

- Strong aptitude for learning new technologies and familiarity with the basic hardware and services NetApp provides

- Attention to detail and sense of urgency

Requirements :

Excellent written and verbal communication skills.

Process oriented

Good interpersonal communication and customer service skills are needed in order work successfully with customers in high stress and or ambiguous situations.

Excellent follow up and attention to detail

Ability to use multiple computer applications in a Windows environment and move from one application to another quickly and seamlessly.

Customer Service or CRM experience

3 to 5 years of experience in a fast paced, customer-facing environment

Should be flexible to work in shift

Benefits :