Sales Administrator

2 weeks ago


Johannesburg, Gauteng, South Africa LexisNexis Full time
Job Summary

To effectively manage all administrative duties for their Account Manager/s, including follow-ups with customers, quotes, orders, visit preparation, etc

To serve as the main internal point of contact for all customers assigned to the Account Manager/s

To provide excellent service & support to customers

To provide the necessary administrative support to Account Manager/s

Key Responsibilities

  • Achieve specified subscription renewals with set timelines, as agreed with AM/s:
  • In conjunction with AM, create a list of all subscription renewals for which AAM is responsible and develop a strategy to ensure timeous renewal of all subscriptions
  • With the AM, review the entire list of contracts due to be renewed during the year, order by value and month of renewal [ as per the CRM Subs Renewal Opportunity list ](Feb)
  • Together with AM, develop and implement the annual visitation and interaction plan, by month and by key contact person, that will facilitate the smooth and timely renewal of each contract (including setting all meeting dates, etc a minimum of 3 months in advance of renewal date)
  • Update the CRM Subs Renewal Opportunity status (Weekly)
  • Review and assess progress on each subscription renewal due with AMs and develop remedial plans for problem renewals (Weekly)
  • Review monthly assessment with AM, discuss issues and agree remedial plans (monthly)
  • Task management system reflects achievement of agreed SLA conditions:
  • Note : the method to measure SLA achievement to be develop ; preferably as part of the current CRM task tracking system
  • Review SLA report and discuss with Sales Ops Manager to identify issues and agree remedial plans (monthly)
  • Take ownership of customers assigned to AM iro of all their administrative requirements
  • Deal with customers' requests and liaise with other departments if necessary, to achieve a resolution to the customers' request.
  • Proactively contact customers to ensure that any query raised has been completely resolved to their satisfaction
  • Identify and suggest improvements to new and existing procedures / systems
  • Record each customer interaction via the CRM system.
  • Attend product, technical, PeopleSoft and prescribed training as arranged from time to time.
  • Stay up to date with relevant product, technical and PeopleSoft knowledge
Core Competencies

  • Achiever: Expects personal performance and team performance to be nothing short of the best
  • Follow Through: Keeps to verbal and written agreements
  • Intelligence: Learns quickly, demonstrates ability to quickly and proficiently understand and absorb new information
  • Analytical skills: Able to understand and structure deals or develop solutions to problems that make sense for LexisNexis and the client
  • Attention to detail: Does not let important details slip through the cracks and derail the deal
  • Persistence: Demonstrates tenacity and willingness to go the distance to get a deal done or to resolve an issue that requires resolution
  • Proactive: Acts without being told what to do. Brings new ideas into play. See problems and does not ask who will fix it but gets it fixed
  • Calm under pressure: Maintains stable performance when under heavy pressure, pressure including a difficult task, a deadline to meet or a difficult customer or colleague to deal with
  • Work ethic: Has a track record of working consistently and diligently to get the job done
  • Listening skills: Able to let clients to speak and extract their problems and opportunities
  • Empathetic: Can place themselves in another person's shoes to develop an understanding of the other person's point of view
  • Build Rapport: Able to bond with strangers and potential new clients quickly and effectively
External Interactions

  • Large law / Commercial Librarians
  • Major Corporates
  • FSP Clients
  • Government Departments
Desired Experience

  • Minimum 5 years' experience in a sales support or customer service role in the professional services or similar market
  • A proven track record in delivery of high level s of customer service or similar service
  • Computer literacy in MS Office including Outlook, Excel, Word and PowerPoint
  • Previous experience in using a CRM type of system would be an advantage
Preferred Qualifications/Requirements

  • Matric
  • Relevant tertiary qualification (Advantageous)
  • Proficient n Microsoft Office
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