Sales Support Specialist

The Sales Support Specialist is a blended pre-sales and post-sales support function. This role would be responsible for managing the needs of FiberLight’s customers, which includes teaming with our regional sales professionals, navigating FiberLight’s internal sales processes and approvals through directing and influencing the activities of non-sales operations teams within FiberLight.  Additionally, this person will directly interact with Service Delivery and the customer in managing the order from sale to installation.

Principal Responsibilities:

· First Point of Contact for Sales in the Order process; Primary liaison for all operational departments.

· Report building based on needs of sales teams and leadership

· Process New, Upgrades, Downgrades, and Change Orders from Opportunity creation through handoff to Service Delivery

· Location record creation and maintenance

· Process Web Cases through Salesforce to Site Tracker to Billing, including contacting the customer

           o Splices Requests 

           o Manhole Access Requests

           o Cancels

           o Deselects

           o Disconnects –Cross-trained with Sales Operations Support Specialist functions

· Daily interaction with Service Deliver Project Managers for all in-flight orders

           o Manage Customer Escalations on Orders working with the PM/SD and updating the customer

           o Work Order Rejections resolving issues to move orders forward or cancel

           o Execute on processes related to customer-requested changes for in-flight orders

           o Reporting and Tracking of all orders, identifying stagnant tasks, and missed SDN dates

           o Attend weekly and monthly order review meetings with the SDPM team and customers

· Requires a bachelor's degree or

· Minimum of 3 years of demonstrated success selling and supporting production in the Telecom industry is required

· Excellent verbal and written interpersonal skills capable of presenting at the C-level

· Strong project management skills 

· Requires a customer-first mentality and the ability to maintain positive customer relationships 

· Ability to coordinate and complete numerous tasks simultaneously while maintaining a sense of priority.

· Thrive in consultative solution selling solutions

· Must be a motivated, self-starting individual 

· Ability to analyze and solve problems in independent and in team settings 

· Ability to travel up to 25% of the time.

· Flexibility to identify and adapt to changes as needed to maximize success

· Salesforce (SFDC) and OSS (any back-office provisioning tool will suffice) experience required

· Strong Microsoft Office Suite, especially Word, Excel, PowerPoint skills are a must.

· Demonstrates high standards of ethical conduct.