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Introduction
In this role, you'll work within Quote to Cash Team, where we provide sales support to our clients. Enabling IBM and IBMers to win by providing valuable end-to-end sales support and cash collection, innovating and simplifying how we do work to deliver with speed and quality, and constantly improving our skills to adapt to the needs of the future.
Your role and responsibilities
Will perform transactional tasks depending on the requirement of the accounts
Will analyze and understand contractual obligations and billing requirements for accounts supported
Required to manage multiple contracts/billings and to prioritize workload based on complexity, urgency, and business impact
Liaises with different Q2C and aligned functions (i.e. Techline, Finance, Project Mgrs, Delivery) to complete deliverables
Update/create process documents and training materials
Perform deep dive analysis for every escalation and completes action plans
Ensures that all transactions handled are in compliance of Brand and the account's business controls and audit guidelines which includes maintenance of order and deal artefacts as well as correspondences
Support CAS and audit requirements as needed
Serve as back up resource for other fulfillment activities as required.
Create Root Cause Analysis (RCA) for any service delivery upset or misses
Identify work process improvements and issue prevention activities.
Perform other tasks as required
Ability to manage and meet multiple deadlines on various concurrent projects with minimal management oversight
Ability to develop creative solutions to new problems
Ability to develop effective relationships with stakeholders at all levels, including those in remote locations and out of country
Required education
Bachelor's Degree
Required technical and professional expertise
Strong Microsoft Office skills
Has SQL knowledge and can create queries
Quick learner and can work with minimal supervison
Can navigate tools and follow instructions carefully
Excellent in Client Relationship Management
Highly organized and excellent in time management
Preferred technical and professional experience
Strong business writing, communication and presentation skills.
Can educate/lead the team in initiatves or projects
Critical thinker with good problem-solving skills.
Able to analyze trends and perform root cause analysis.
Drive simplification and identify opportunities for process improvement