Sales Support Manager

GoTo Financial; Jakarta Utara; On-site; IDR 498.007.000 - 830.014.000; Full time

Job summary

A leading tech financial company based in Jakarta Utara seeks a seasoned operations manager to oversee client onboarding processes, handle data analytics, and engage with multiple stakeholders. The ideal candidate has at least 5 years of experience in a related field, strong SQL skills, and excellent communication abilities, ensuring smooth operations within a fast-paced environment.

Qualifications

• At least 5 years of relevant experience in operations or sales support.
• Familiarity with SQL and Google BigQuery.
• Proficient in handling large datasets.

Responsibilities

• Oversee client onboarding processes and act as the main consultant.
• Manage pre-integration document preparation with various stakeholders.
• Ensure timely client requests fulfillment and onboarding.

Skills

Operations management

Sales support

Data analysis

Communication

Tools

SQL

Google BigQuery

Google Sheets

Microsoft Excel

Job description

What You Will Do

• CLIENT LIFECYCLE: Be the ultimate point of contact regarding onboarding processes of clients, acting as an internal consultant for all processes relating to client onboarding and post-onboarding processes such as billing and reconciliation.
• Conduct business process reviews with potential integration clients, ensure documentation, and create internal reports regarding alignment between required documents and documents received from the client.
• Manage pre-integration document preparation by liaising with relevant stakeholders such as legal, finance and the sales team to ensure a smooth process.
• Ensure a correct onboarding process for clients is completed in a timely manner and that system setup aligns with what is agreed with the clients, including pricing schemes and clauses in the legal agreement.
• Handle all client requests related to onboarding, such as top-up tokens, invoice creation, and usage discrepancy reconciliation.
• Address queries or complaints from clients related to legal agreements and billing by liaising with internal and external counterparts.
• Ensure the sales team is updated on onboarding requirements and regulatory requirements regarding integration, especially for regulated clients.
• Keep all relevant administrative documents pertaining to the client lifecycle up to date, in accordance with internal audit guidelines and in coordination with Legal, Compliance, and Finance, Accounting & Tax.
• Prepare for audit readiness to ensure settings, documents, and business processes align with standard operating procedures and internal audit guidelines.
• Oversee the overall performance of the Sales Support function, ensuring timely fulfillment of requests from the Sales team.
• Troubleshoot onboarding, activation, and deactivation issues for deployed products, collaborating with various departments to resolve problems and mitigate future risks.
• Assist in creating training material for newly hired sales team members.
• SALES PLANNING: In collaboration with the Head of Sales, responsible for incentive scheme calculation and execution.
• BUSINESS AND PEOPLE MANAGEMENT: Assist in business discussions with the Sales team to meet key objectives and formulate strategies to mitigate risks, while developing deeper business intelligence metrics to inform strategy.
• Support the sales support team in resolving issues and escalate to the right counterparts as needed.
• Continuously improve existing processes based on feedback from internal and external counterparts, including clients.
• Cooperate with various departments to formulate dynamic strategies and take steps to achieve objectives.
• Conduct regular training sessions with team members to enhance proficiency in using available tools.
• Problem solve issues involving other functional units (compliance, legal, Finance, reconciliation, etc.).
• Create business processes that support the needs of the Digital Identity organization.
• Keep management informed by creating special reports, summarizing information, and identifying trends in collaboration with the internal team.

What You Will Need

• At least 5 years of relevant experience in operations, sales operations, management consulting, or process improvement.
• Familiarity with SQL and Google BigQuery to run and create queries based on data requirements is a plus.
• Proficient in handling large amounts of data using tools such as Google Sheets and Microsoft Excel.
• Great communication and the ability to explain technical terms in simple, understandable language.
• Experience working with multiple stakeholders from different backgrounds with a high level of empathy.
• Professional English communication is required.
• Refer to Thinker Domain.