Manager, Sales Support
Melbourne, Victoria , Australia
6d ago

Position Summary :

The Manager, Sales Support will be responsible for developing quotations for sales reps in accordance with pricing, legal and financial standards and guidance from sales.

This position is also responsible for managing the other members of the quotes team across Asia Pacific & Japan (APJ) including team performance management to service level agreements and system compliance requirements.

This includes managing and participating in projects, on-going initiatives and working collaboratively with Analysts from process, system, analytics and operational teams in diagnosing, designing and deploying continuous improvement initiatives related to quoting and sales support activities.

The ideal candidate should be excited to be working with colleagues across Asia, and be capable of adjusting to differing cultural nuances and business conditions.

This will also extend to working and aligning with the global Illumina Commercial Operations teams to represent APJ requirements and align with global standards.

The ideal candidate is perceptive and capable of identifying actions or processes that are against the best interests of the company and be capable of taking appropriate action to escalate and correct the issue where appropriate.

They must also be able to readily adapt to changing needs of our customers and sales team, and deploy adjustments to our processes as required.

Tasks and Responsibilities :

  • Provides quotes to sales team or field service upon request (e.g., standard, custom, billable quotes) based on product specifications, pricing, and discount levels according to global and APJ pricing strategy and discounting policies.
  • Is proficient in the details of the Illumina Pricing and related policies and is able to advise others on key aspects of these policies.
  • Supports Sales personnel on pricing, approval, and quotes related inquiries.

  • Reviews terms and conditions for adherence to internal policies.
  • Ensures all administrative tasks associated with deal or contract closing are carried out in collaboration with key stakeholders.
  • Plans and leads periodic contract (e.g., Annual Standing Agreement’) renewal process.
  • Executes pricing changes with Sales or Service team using Pricing Centre of Excellence framework.
  • Triggers escalations appropriately and seeks approvals for non-standard business cases.
  • Supports the compliance and performance efficiencies of the APJ quotes team in the following : Supervise the Quotes team to provide timely day-to-day sales support to sales team / channel team / field service / customers, etc.
  • Monitor quotations issued by quotes and sales team to ensure compliance with global and APJ pricing strategy and discounting policies.

    Conduct random Audits on quotes to ensure proper process are followedMeet SOX / ISO / audit compliance and quality requirements and ensure rest of the team is doing so as well.

    Identify and resolve customer satisfaction and operational issues proactively by engaging cross-functionally at varying levels to seek appropriate solutions to meet internal and business partners’ requirements.

    Work with management to define and execute regional discounting policies and drive consistency in pricing among accounts.

    Work with global pricing team and systems team to validate pricing changes at the regional level.Manage the Quotes team in terms of workload, performance, risk mitigation, staffing and training to make sure there is appropriate support for the service level agreement.

    Analyze data on trends in quotes generated (volume, products, source, etc.) and other areas of sales administrative support.

    Provide recommendations to resolve problems or improve business processes. Investigate recurring quote errors and conduct post-mortum reviews to provide recommendations for process improvements where needed in Configure Price Quote (CPQ) activities.

    Participate in projects involving process improvements, new business process rollout, and new system implementations, including beta-testing and providing feedback on pre-launch sales admin tools.

    Work with teams from global and other regions to align processes and share and adopt best practices around system usage.Support the quotation team around policy and work to streamline policy around quotations.

    Lead the team in conducting quote-related trainings to commercial teams and sales channel partners (distributors); Assist with sales team processes including staff onboarding / off-boarding.

    Continuously support the field to ensure best practices are maintained around creating quotations.Provide backup to other quotation team members as needed.

    Provide 2nd level approval for high-value quotes.Ensure the sales support team is customer focused (through the sales team) and strive for improvements in process, technology, systems and resource deployment to always meet this objective.

    Align with the success of the sales team in meeting customer needs and driving revenue.

    All listed tasks and responsibilities are deemed as essential functions to this position; however, business conditions may require reasonable accommodations for additional task and responsibilities.

    Preferred Educational Background :

  • Bachelor’s degree or equivalent required. Business or Technical field preferred. Life sciences degree a plus.
  • Preferred Experience & Skills :

  • Successful track record in sales, sales operations, customer service or a related commercial support role preferred.
  • 7+ years of direct work experience, with 2+ years of Management experience.
  • Strong written and verbal communication skills in English. Knowledge of another Asian language is useful, Mandarin, Japanese or Korean being most in demand.
  • Strong attention to detail and commitment to deliver quality work in a timely manner.
  • Demonstrated ability to multi-task, work in team settings, and work independently when required.
  • Strong analytical, organizational, problem solving and project management skills.
  • Understands Go-To-Market strategy principles, key customer engagement processes and utilization of key business metrics to enable data-driven decision making.
  • Possess an open, flexible, and positive can-do attitude with good communication, interpersonal skills and the ability to work well with multiple departments to execute mutually beneficial solutions.
  • Experience dealing with difficult internal and external situations.

  • Thorough knowledge of Microsoft Office and Outlook and possess an innate ability to navigate through new software applications.
  • Software, especially web-based software, shouldn’t scare the ideal candidate. Experience with SAP and a plus.

    Illumina believes that everyone has the ability to make an impact, and we are proud to be an equal opportunity employer committed to providing employment opportunity regardless of sex, race, creed, color, gender, religion, marital status, domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, pregnancy, military or veteran status, citizenship status, and genetic information.

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