Technical & Sales Support Supervisor

Technical & Sales Support Supervisor/Manager – London (5 days a week in office) - Competitive Salary & Benefits Package

Job Purpose:

Your key role will be to manage the Technical (TSS) and sales support teams daily and attending work on site five days per week. You will provide leadership and guidance to the Technical & Sales Support teams along with providing general administrative support ranging from contract administration, client management support and accounts support.

You will also be responsible for producing weekly reports for management.

Main Duties and Responsibilities:

• Managing the Technical and Sales support function including domestic & international clients
• Being instrumental in implementing sales contracts for new and existing clients.
• Processing invoices in a timely manner.
• You will be pivotal in promoting CRM (Sugar) contract management support and supporting the TSS team; the primary focus is to assist in any revisions required to existing client feeds. Ongoing, this may involve the introduction of new content via WCA releases or additional client requirements.
• Providing support to administer WCA restructure releases to the in-house database and implement database re-alignments to the in-house database.
• Assisting in the setting up of trial content, mapping and subsequent creation of new customised feeds. Play an active role in the on-boarding of new clients. This will involve regular contact via conference calls and face-to-face meetings as required.
• Ensuring that full data dictionaries, specs and documentation is present and centralised for all existing feed products including WCA/WFI and to include any product amendments and new clients.
• Managing the ASAF Automated feed sample system and ensuring new product additions are added and documented.
• Maintaining client records in CRM system.
• Conducting pre and post sales training on services via the web portal.
• Participating in team projects and effectively managing individual projects around improving the efficiency of the sales function.
• Attending exhibitions, conferences & events.
• Supporting staff in the Client Support Team to train clients to use products and services (this is more client support).
• Assisting and communicating with clients to handle queries & requests effectively.
• Perform the job role in compliance with security objectives as defined in company policies and procedures and ensuring that staff operate within the guidelines related to ISO and Cybersecurity provisions.
• Any other tasks as may be reasonably required.

PERSON SPECIFICATION

• A level standard education or equivalent work experience.
• Proven experience in using a CRM system.
• Previous experience of liaising with clients and working within a sales team to manage client queries.
• Setting up and supporting external and internal communication mechanisms.
• Contract Administration i.e. Service Level Agreements, Supplier Agreements and invoicing exposure.
• Previous experience of working on multiple tasks and managing a large workload.
• Strong communication skills.
• Critical thinking and problem-solving skills.
• High level planning and organising skills.
• Good presentation skills.
• Delivering training to client groups.
• Strong organisational and reporting skills.
• Strong computer skills (intermediate to advanced knowledge of Excel, Word and PowerPoint).
• Ability to work well under pressure and deal with a heavy workload.
• Proactive, used to taking the initiative and recommending improvements to systems and processes.
• Strong attention to detail, working to tight deadlines and managing time effectively.
• Ability to work independently, as well as part of a team
• A resilient and assertive approach to work