Flexible on location (ideally can travel to either London, Cheltenham or Wakefield office)
The Commercial Operations Team will bring together renewals, sales support and commercial administration into a single specialist, customer facing function.
The team will support sales in all areas of the sales cycle, reducing the amount of time being spent on administrative tasks. Its purpose is not to replace sales, it’s to work alongside sales, in partnership, enabling sales to sell more efficiently and effectively.
- Maximise the time sales spend selling, removing administrative burdens.
- Proactive management of renewals and commercial opportunities.
- Provide exceptional commercial/sales support to customers.
- Improve consistency across relevant commercial processes.
- Provide accurate commercial reporting and insight.
- Engage customers directly to retain with better commercial offers when cease requests are received.
- Continually improve commercial efficiency through process improvement/automation.
Key Responsibilities
The Commercial Operations Specialist will be a multi-skilled individual, supporting sales to perform key aspects of the sales cycle. These include renewals, sales support and commercial administration.
Renewals
- Working alongside sales to manage the end-to-end customer renewals process
- Proactively tracking customer renewals (planning & reporting)
- Create renewals packs for customers (identify upsell opportunities)
- Engage with vendors for the best commercial offer
- Process renewals directly or provide the AM with the details
- Supporting renewals campaigns
- Knowledge of renewals across all products (including Mitel and Avaya)
- Following up on cease requests, contacting customers to take every action to prevent customer churn
- Process renewals in the system (e.g. updating billing dates in aBILLity or “resigning” with a supplier)
- Interacting with customers to manage customer queries/issues
- Managing customer quote requests (e.g. negotiating around internal teams for product spec/pricing etc.)
- Producing and checking/managing customer opportunities/deals in hubspot
- Creating & sharing commercial proposals with customers
- Sharing customer contracts and managing contract queries
- Using Clevr360 to create sales review packs for customers, at sales request
Commercial Operations
- CRM governance/reporting – owning the data related to renewals & sales support
- Provide commercial insights from customer interactions
- Campaign administration
What the Team Does Not Own
- Account ownership
- Commercial negotiations with customers
- Technical pre-sales
- Operational support, however, will be expected to liaise with other teams to support customer queries rather than simply handing off responsibility
Success Measures
The Commercial Operations Team will be governed by the following success measures -
- Increased selling time for Account Managers, through reduced administrative burden.
- Improved visibility of renewals; upcoming, completed, pillars, values etc.
- Improved renewal conversation (lower customer churn).
- Improved customer engagement; faster quote turnaround & response times.
- Improved CRM data quality in relevant areas.
- Greater commercial consistency across renewals and sales support.
Our vision is simple: a world where technology helps you to achieve your technology goals with the confidence that outcomes will be achieved and a return on investment will be delivered. Where you have a clear, measurable technology roadmap, transparency on performance and trust in the security of your technology estate.
Our mission is to increase confidence in technology transformation and remove doubt and uncertainty through our technology expertise, our partnerships with our customers and through Clevr360, our unique software platform.
Our carefully curated, world-class solutions boost collaboration, productivity and customer satisfaction. We work with you in partnership to ensure our services meet your specific needs. We call this our Customer Technology Partnership.
Our differentiation comes from technology but also in the way we work with our customers, the results we deliver, the commitment we show and the continued investment in our team’s expertise across our technology practices.
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