Job Description :
At Micro Focus, everything we do is based on a simple idea : The fastest way to get results is to build on what you have.
Our software solutions enable organizations to do just that. Secure and scalable, with analytics built in, they bridge the gap between existing and emerging IT fast-
tracking digital transformations across DevOps, Hybrid IT, Security, and Predictive Analytics. In the race to innovate, Micro Focus customers have the clear advantage.
Our portfolio spans the following areas : DevOps IT Operations Cloud Security Info Governance Big Data, Machine Learning, & Analytics
Your key tasks :
Manages a portfolio of SW support contracts
Ensures on time renewal for All SW support contracts within assigned portfolio
Acts as a first point of contact for ongoing customer accounts / Micro Focus Partners on daily operational matters
Ensures forecast accuracy ( for assigned pipeline using Support Sales Cloud tool)
Ensures the check and resolution for all order / revenue / and business relevant issues
Maintains high satisfaction level of customers thru proactive communication, proper prioritization of received requests and high data accuracy
Responds and resolves all customer requests using email, phone and Skype for business
Resolves operational issues that may arise from the end-to-end sales process (e.g., order status, cancellations, invoicing)
Ensures the interface between Credit and Collections, license sales team, SW business, delivery, product development (I.
e. order status, revenue, post-sales). Ensures all questions are answered
Contacts customers with cancelled support in order to identify win back opportunities
Takes appropriate actions according to Micro Focus procedures and policies
Ensure open communication in a timely manner with other Micro Focus business units / functions
Identify all customer requirements and goes beyond immediate issues offering long-term solutions
Performs checks and business control as per audit requests in order to secure Micro Focus’s revenue
Respects and applies internal procedures : document in the system all order bookings, all contacts with assigned customers and partners, as well as reports clean-up
Occasionally needs to take over lead functions for customer projects from administrative point of view.
Collaborates with other functions and organizations to resolve issues (e.g., sales teams, supply chain, logistics) as they relate to customer support.
Ability to negotiate effectively with a predilection for correct decision making and deadline
What do we expect?
Previous experience in a renewal / inside sales / telesales role, collections, ideally in a software department. Alternatively customer support experience.
Knowledge on E2E sales process
Ability to structure and apply basic organizational skills to manage daily operational issues · Problem solving and analytical skills
Excellent English and French skills in verbal and written communication with ability to convey medium to advanced impact messages clearly to internal and external peers
Proven negotiations skills and techniques
Proven abilities in customers relationship management
Initiative and ability to work under pressure
Time management skills and ability to handle complex tasks, client needs and processes
Ability to learn and effectively use of Customer Support tools / resources
Proactive in learning new versions, products, modules