Senior Customer Deal Desk

The Senior Customer Deal Desk (Deal Specialist) (CBS) team plays a vital role in supporting the Sales Function of the Customer Success Services (CSS) business. The Customer Business Support team aims to reduce administrative burden on front-line sales staff, enabling them to concentrate on customer-facing activities. As a CBS Specialist, you will familiarize yourself with standardized processes and handle various tasks, including triaging requests, generating sales contracts, managing deal systems, facilitating approvals, and collaborating with counterparts and resource management teams.

Responsibilities

• Supporting Professional Services / Premium Engagement and Training and Adoption Services
• Efficiently handle incoming requests through a shared email inbox and provide sales contracts (Order Forms) to customers.
• Collaborate with requestors to gather the necessary information required for deal processing.
• Utilize the SAP Harmony deal system and SAP CRM system to set up deals and quotes accurately.
• Initiate approval requests for quotes within the Harmony System.
• Generate standard pro-forma contracts by populating information from quotes into the Order Form.
• Support deal processing and triage by working closely with in-country counterparts.
• Coordinate with the resource management team to identify suitable resources for deals.
• Submit Services Order Forms to customers or opportunity owners and ensure timely completion and receipt of the signed documents.
• Take ownership of opportunity triage, scope verification, deal creation, quote generation, deal approval, Order Form creation, Order Form issuance, Order Form countersignature, deal closure, and handover to delivery.
• Escalate / alert designated managers in case of unmet outcomes or significant delays.
• Provide support for deals across English-speaking countries while gradually gaining knowledge of country-specific intricacies and key support staff within the broader region.

Key Attributes :

The role is demanding and service oriented. Existing knowledge of the CSS business and SAP Systems (Harmony Quote / Deal / C2 / OPUS / CRM and Contract Management System) is highly valued. The team emphasizes accountability, and successful members actively support one another. Commitment, application, and team-oriented mind set is essential.

Desired Skills and Experience

1. Mandarin Speaker