Account Support Analyst

Who we are:

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

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About the Role:

As an Account Support Specialist, Order Management (OM), you will be a critical part of our Finance organization, serving as the primary point of contact for Order Management for our Enterprise and Strategic Account Managers. This role is a key liaison between the sales team and various internal departments, ensuring a smooth and efficient quote-to-cash process. You will be responsible for providing expert support on all order management & direct customer related inquiries, from initial quoting to final delivery and beyond.

What You'll Do:

• Support Account Managers and Customers:

Act as the main point of contact for Enterprise and Strategic Account Managers, providing direct support to them and their customers for OM-related queries.

• Customer & Shipment Management:

Cable orders, open shipment queries, and replacements.

Work closely with customers to address and resolve any issues related to their orders and shipments.

• RMA (Return Merchandise Authorizations):

DRI for all customer RMA requests with serial numbers, replacements, Account level device count alignment to be directly in contact with customers.

• Quoting and Sales Support:

Provide hands-on assistance with the quoting process and CPQ (Configure, Price, Quote) for Account Managers.

Ensure all necessary details, including cable specifics and additional customer requests, are accurately captured in quotes and orders.

• Process Coordination:

Collaborate with cross-functional teams, including Finance, Fulfillment, and Customer Support, to ensure a seamless end-to-end order process.

Proactively identify and resolve potential issues in the quote-to-cash process to prevent delays and improve efficiency.

• Documentation & Systems Management:

Ensure all customer and order information is meticulously entered and maintained in CRM systems, such as Salesforce and Zuora.

Work on sales order creation, churn processing, and account reconciliations as needed

What We're Looking For:

• Technical Acumen: A strong understanding of the quote-to-cash process and customer delivery lifecycles.
• Communication Skills: Excellent verbal and written communication skills with the ability to effectively liaise with both internal stakeholders (Account Managers, leadership) and external customers.
• Attention to Detail: Meticulous and highly organized, with a focus on accuracy and consistency, especially when handling high volumes of work.
• Problem-Solving: The ability to proactively identify root causes of issues and find creative, effective solutions.
• Adaptability: Proven ability to thrive in a fast-paced, high-volume environment and manage multiple priorities simultaneously.
• System Proficiency: Proficient with CRM systems (preferably Salesforce) and other relevant tools like G-Sheet, Zoura, Salesloft, Snowflake, Retool.
• Relevant Experience: 4+ years Prior experience in a Customer facing Operations, or a similar support-focused role is a plus.
• Proactive Management: Proactive Organized working is needed to be on top of lifecycle events of customer needs and following up to ensure process executions
• Data Management: Multitasking with abilities to manage hygiene of data for quick fetching of data for customer queries

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

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The applicant must be authorized to receive and access those commodities and technologies controlled under U.S. Export Administration Regulations. It is Motive's policy to require that employees be authorized to receive access to Motive products and technology.

All job postings are for existing vacancies. Please note; some interviews or new-hire training sessions may be held in person at one of our global offices.

Originally posted on Himalayas