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Location

Mumbai | India

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Job description

• To manage assigned transversal, automation, process design and performance projects aimed at transforming Europe Sales desk towards one customer centric team which is product agnostic and accountable for QTB customer journey.
• Responsible to design, document, replicate and implement customised bespoke processes to meet customer requirements.
• Accountable for customer QTB transactional results and quality. Act proactively as central customer representative for the Quote to Bill journey.
• Responsible for continuous account improvement. Will own and drive organic growth cross-functional activities, with solid customer engagement / relationship in alignment with account management team.

about you

key accountabilities

key result / decision areas (outcomes)

Program Management & Reporting

Program manage the customer journey. Produce and present regular reporting of project status

Customer Centric - Product Agnostic - Cross-functional coordination and alignment

Partnering with all actors and stakeholders in the end-to-end process including: Presales, Sales, Vendor, Delivery, Supply chain, International Business, IT, Import/Export Compliance

Best Practices

Develop best practices to improve customer program performance. Oversee daily activities of team and provide assistance whenever needed.

Transversal

Work with management, IB, CS&O, financial, and IT teams to support business program execution.

Quality Management

Ensure that program deliverables meet quality standards and project advancement.

Performance Management

Responsible for performance management (KPI s) of the QTB journey of the customer.

Proactive

Analyze the risks to deliver results and propose the mitigation process on an ongoing basis and convey effectively to internal management

Customer engagement and support:

Responsible for customer requests execution on complex deals from deal shaping, product and tooling architecture standpoint. To maintain and enhance customer relationships, provides input and manages action plans for department responsibilities

Engages with customer to support QTB process related requests

Reports on regular basis to customer on account performance

Works with billing and accounts receivable teams to resolve invoice queries, credit notes and customer non-payment issues. Responsible for resolving and responding to customer s billing/invoice inquires

Responsible for customer inventory management

Responsible for preparing and supporting customer for Service Delivery and Tracking Tool (SRT) usage

Owns customer specific instructions and guidelines (price book, process, customer labelling, BAN-usage etc.)

Bid support:

Supports contract renewal, repricing, and project preparation activities to ensure standard QTB-model is executed.

Aligns with account manager, engagement manager and/or bid manager(s) to decide Go/no-go with Bid proposal.

Quote to Order:

Act as owner of the quote to order cycle, ensuring QTO-performance is in line with customer expectations. Owns customer agreements and acts on them where needed.

Is responsible for maximizing profitability of the organic growth.

Leads internal interlocks with all stakeholders to ensure seamless flow of transactions

Proactively Escalate pending actions (quotes, orders, billing issues etc.) including KPI-management

Participate on initiatives and projects to improve the QTO-process, aim for Operational Excellence

Proactive document and continuously develop customer specific processes, templates, and requirements

Other

Drive Sales Operation processes / requests with various sales and non-sales departments within Orange Business Services (CS&O, Billing, Finance, etc.)

Builds strong customer centric network across functions

Service Delivery

• End-to-end Life cycle management of any incoming service request from order to delivery

• Qualification of service requests.
• Contributor to customer catalogue.
• Ensure processes, are in place, applied, and improved according to best practices.
• Support COA on day to day activity..
• 2nd level of escalation for delivery issues from CBU, Customer, Sales, PMO, Delivery teams.
• Interlock with customer and internal/external delivery teams
• TPV management
• Initiate, management of Customer SIP s relating to Service requests..
• Find solutions for complex requests to follow standard QTB.
• React and fix, unblock Order management issues for the life cycle of the request. quickly delivering value to our customers and increasing satisfaction and revenue
• Support Customer renewals

Resource Management

• Contribute to overall resource plan, appropriate resourcing allocated to customer program
• Matrix management of Internal teams (as applicable)
• Define development requirements as applicable
• Training/handover to Account Associate on new activities

Inventory Management

Quality of the information contained in the inventories for delivered services handled through the customer order management process

• Monitor the accuracy of all inventories (including technical) and information vs. delivered services where applicable i.e Websource, Customer CMDB.
• Ensure billing capability by capturing all delivered services
• Contribute to revenue and cost assurance actions

Customer order management processes/procedures

• Definition, implementation, execution and maintenance of Service request management related processes/procedures
• Interlocks with corporate core processes including but not limited to: margin improvement, proposal delivery, project management, PMO etc.
• Define and contribute to the Intermediate Mode of Operation (IMO) and the Final Mode of Operation (FMO) in the respect of the contract terms, the customer specifics and the strategy given by the CBU (model, organization, processes)
• Contribute to continuous improvement of the customer order management activities defined within QTB
• Creation of Governance model for Service Request Management specific to customer contractual requirements but in line with standard QTB processes.

Reporting

• Monitor performance against KPIs/SLA
• Deliver quality reports in a timely manner in line with customer contractual and CBU requirements.
• Produce and publish reports in line with business requirements

Knowledge Management

• Ensuring the customer order management team contributes to knowledge management repository and improvements to Best Practices related to QTB processes
• Promote best practice usage and existing procedures
• Ensure procedure documentation is available and updated on regular basis
  

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