Senior Specialist, Multi-Orbit Service Support

The job responsibilities outlined in this document are not exhaustive and may evolve over time and be reviewed according to business needs.

ROLE DESCRIPTION SUMMARY

The incumbent is the key point of coordination in the sales and support process for all product-related activities, from lead to billing for multi-orbit services including LEO. This position functions as the gatekeeper for all information and workflows surrounding the customer relationship and contractual data. In this position you will support sales in maintaining and enhancing customer relationships. Furthermore, the position holder will be managing, creating and coordinating all sales related activities and information between sales regions and internal departments to ensure smooth and timely flow of the sales process to close deals and to win the customer.

Incumbent will be responsible for ensuring complex orders are placed with the third-party vendor where necessary to deliver service to the customer.  The role includes coordination of certain after-sales activities including service re-configurations, early terminations, renewals that comply with contractual restrictions and commercially complex implementations.  The incumbent will assist the product team in auditing and managing the installed base of services, monitoring terminal usage and validation of usage billing.

PRIMARY RESPONSIBILITIES / KEY RESULT AREAS

• Own specific areas of commercial service support unique to multi-orbit services.
• Act as key coordinator in the sales process at each stage, proactively monitor and report on pending actions
• Support the assigned Sales teams in closing their opportunities and fulfilling their sales targets
• Support Sales in the deal qualification process, contract review to the final signature and deal activation, including assisting with keeping the designated timelines. Process management of all sales opportunities in respective CRM (ensuring minimum turnaround time whilst adhering to corporate governance)
• Identify areas which require change, address the obstacles or delays, suggest appropriate improvements to processes, procedures and workflows
• Provide support to other team members as required.

COMPETENCIES

• Commercially aware.   Able to make judgment calls on commercial questions, either resolving locally or referring to appropriate management or subject matter experts.
• Able to analyze and understand complex contract structures and to break them down into manageable components to be supported through the quote-to-bill lifecycle.
• Confidence to interact with team members in other disciplines with the resilience to persist until commercially viable resolution is achieved.
• Excellent verbal and written communication skills and the ability to communicate effectively with customers and colleagues
• Ability to organise, prioritise and handle multiple time-sensitive tasks efficiently in a demanding and fast-changing environment
• Self-sufficient, requires minimal supervision, works independently and able to guide others
• Talent to build and maintain relationships with internal customers
• Ability to work across a range of management levels, disciplines and cultures
• Attention for detail
• Ability to achieve team goals and objectives by taking initiatives, being proactive and flexible
• Creative and pragmatic in solving issues following the company’s governance.

QUALIFICATIONS & EXPERIENCE

• Bachelor's degree or equivalent education, or demonstrable comparable work experience
• Minimum of 5 years professional experience is required, preferably with 2 or more years in a satellite or telecommunications commercial/ sales environment
• Experience in customer-facing positions
• Computer literacy (in Microsoft Office), solid knowledge of CRM tools, SalesForce, Excel
• Fluency in English. Familiarity of other languages would be an advantage