Account Support Analyst

As an Account Support Analyst, Order Management (OM), you will be a critical part of our Finance organization, serving as the primary point of contact for Order Management for our Mid-Market Account Managers. This role is a key liaison between the Sales team and various internal departments, ensuring a smooth and efficient quote-to-cash process.

You will provide expert support for order management and direct customer-related inquiries, from initial quoting through final delivery and beyond.

Q2C Ecosystem & Quoting Support: Manage the end-to-end Quote-to-Cash (Q2C) process and provide hands-on CPQ assistance to Account Managers. Ensure quotes and orders accurately reflect customer specifications while troubleshooting technical errors from the initial quote through to order completion.

Vendor Finance & Subscription Management: Support Vendor Finance deals, account audits, and account Transfers / Mergers while maintaining data accuracy across relevant systems.

Customer and Shipment Management: Manage orders, open shipment queries, and replacement requests. Work closely with customers to address and resolve order and shipment issues. Support replacement sales order creation.

Support Account Managers and Customers: Act as the main point of contact for Mid-Market Account Managers, providing direct support to them and their customers on Order Management-related queries.

Process Coordination: Collaborate with Finance, Fulfillment, Customer Support, and other cross-functional teams to ensure a seamless end-to-end order process. Proactively identify and resolve potential issues in the quote-to-cash process to prevent delays and improve efficiency.

Documentation and Systems Management: Ensure customer and order information is accurately entered and maintained in CRM systems such as Salesforce and Zuora. Ensure team SOPs are followed and all records are updated in a timely manner.

Educational Background: Graduate in Business Management disciplines, preferably Finance, Business Management, Economics, or Supply Chain.

Relevant Experience: 4+ years of prior experience in customer-facing operations or a similar support-focused role is preferred.

Technical Acumen: Strong understanding of the quote-to-cash process and customer delivery lifecycle.

Communication Skills: Excellent verbal and written communication skills, with the ability to effectively liaise with internal stakeholders, Account Managers, leadership, and external customers.

Attention to Detail: Meticulous and highly organized, with a focus on accuracy and consistency when handling high volumes of work.

Problem-Solving: Ability to proactively identify root causes and find creative, effective solutions.

Adaptability: Proven ability to thrive in a fast-paced, high-volume environment and manage multiple priorities simultaneously.

System Proficiency: Proficiency with CRM systems, preferably Salesforce, and other relevant tools such as Google Sheets, Zuora.

Proactive Management: Highly organized and proactive, with the ability to stay on top of customer lifecycle events, follow up consistently, and ensure processes are completed successfully.

Prioritization & Multitasking: Ability to effectively prioritize and manage multiple tasks simultaneously while maintaining accuracy in a high-volume workload.

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