Job Description:

Senior Sales Support Analyst (Remote)

Location:
Any

Employment Duration:
Full time

Description
Global Knowledge is the world's leading IT and business skills training provider. Offering the most relevant and timely content delivered by the best instructors, we provide customers around the world with their choice of convenient class times, delivery methods and formats to accelerate their success. Our business skills solutions teach essential communications skills, business analysis, project management, ITIL service management, process improvement and leadership development. With thousands of courses spanning from foundational training to specialized certifications, our core IT training is focused on technology partners such as Amazon Web Services, Cisco, Citrix, IBM, Juniper, Microsoft, Red Hat and VMware. We offer comprehensive professional development for technologies like big data, cloud, cybersecurity and networking.

Founded in 1995, Global Knowledge employs more than 1,300 people worldwide and is headquartered in Cary, N.C. Learn more at

SUMMARY -

The primary role of the Senior Sales Support Analyst is providing support to the Sales organization to work together to ensure our customers are provided with exceptional experiences. This position is responsible and accountable for the order to invoice process with a commitment to delivering operational excellence. This individual will work closely with Sales, partners and vendors regarding various program processes, training schedules, account maintenance, data validation, order management, accounts receivable / collections and customer support.

ESSENTIAL DUTIES AND RESPONSIBILITIES -

- Understands and documents the order management process for key vendor, partner and customer programs and engagements

- Reviews and countersigns customer Training Agreements

- Takes ownership of process improvement and works with internal teams to drive quality and improve efficiencies

- Excellent data skills - able to manage clean-up and analysis of large dataset in Excel and SQL. Data integrity is key.

- Accountable for verifying customer information, orders, issue invoices, relay order instructions, payment details, and maintain an audit trail of the entire order management process

- Accumulate and maintain knowledge of current contracts and agreements for our large key strategic accounts

- Work closely with internal and external customers to identify, understand, and resolve issues regarding order processing, delivery, reporting, billing, payment terms, pricing discrepancies and customer satisfaction.

- Liaison between Legal / Sales / Finance and partners to ensure that all contractual terms and conditions are implemented and communicated accurately to partner for successful execution

- Communicate consistently, quickly and effectively with internal and external stakeholders to ensure invoices and supporting documentation are correct and open items are resolved in a timely manner

- Provides excellent customer service to key stakeholders and delivers continuous improvement of the order management and invoicing process

- Manage customer voucher payment requests to ensure vouchers are validated, captured and submitted for correctly for reimbursement while maintaining an audit trail

- Additional projects as assigned

SKILLS AND QUALIFICATIONS -

- Excellent verbal and written communication skills required

- Team player, energetic, dependable, and self-motivated

- Highly organized, with time and project management skills to help scope and prioritize various projects assigned

- Self-starter with a knack for being meticulous and strong attention to detail

- Demonstrated ability to consistently deliver accurate and on time high quality results

- Proficient in researching, writing, editing, and proofreading

- Ability to assimilate information from a variety of resources

- Strong leadership skills, able to make sound decisions quickly, react to changing priorities, and convince others to adopt new processes to improve the way things are done

- Troubleshooting and analytical problem-solving skills - quick to turn a problem into a challenge

- Able to share new ideas and perspectives

SUPERVISORY RESPONSIBILITIES - none, but prior experience supervising a team an asset.

EDUCATION and/or EXPERIENCE REQUIREMENTS -

- 5+ years of experience as a sales support analyst or coordinator

- Experience working in a training or professional services related field preferred

- Minimum 5 years of experience working with and supporting sales channel efforts

- Experience working with multiple stakeholders in a problem-solving environment

- Experience with major ERP system (Microsoft, Oracle, SAP, etc.)

- Experience working with sales channels

- Proficient in MS Office suite

COMPENTENCES - In addition to whether a person has the knowledge and experience required to be successful in the job, one must have specific behaviors to perform the job successfully. The competencies listed below are representative of the behaviors required.

- Detail Oriented

- Adaptability

- Communication

- Energy

- Initiative & Sense of Urgency

- Innovation/Creativity

- Quality Work

Global Knowledge is committed to equal opportunity in the terms and conditions of employment for all employees and job applicants without regard to race, color, religion, sex, sexual orientation, age, gender identity or gender expression, national origin, disability or veteran status.

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