Customer Operations Associate

2 weeks ago


Dubai, United Arab Emirates Track24 Limited Full time

Welcome to Track24

But enough about us..

Acting with pace in the effective management of any support queries raised by customers, raising these with our engineering team and supporting the customer through a resolution as quickly as possible should be a particular focus for the Customer Operations Associate. Working as a key member of the Commerical Team, this is very much a busy role in which you will need to be capable of building strong relationships, have the ability to manage a busy workload, provide excellent customer service, and can prioritise tasks efficiently.

**Requirements**:
As our Customer Operations Associate, you will be repsonsible for;
- Develop a deep knowledge of our markets and competitors in order to support the development and delivery of sales pitches, sales enablement content and proposals, ensuring that Track24 solutions are competitive, compelling and differentiated
- Provide effective pre-sales engagement to support Account Management and Channel Sales Partner functions, interpreting customer needs, supporting sales qualification and preparing and conducting demonstration and presentations. This includes incoming sales enquiries being handed to either business development or sales account management.
- Leading on technical aspects of the sales function and supporting sales functions with client meetings and query resolution,
- To attend meetings with potential customers to determine technical and business requirements, ensuring that all necessary information is collated to support the successful outcome throughout the sales funnel.
- Work with stakeholders to convert bid strategies into compliant, winning bids.
- Upon request, collaborate with the Sales Support Manager and Engineering team to make recommendations on new hardware devices that suit the business/customer needs going forward.
- Collaborate with the Engineering team to develop hardware scripts and any future improvements required to those scripts.
- Maintain consistent high-level technical knowledge of the product, version updates, and pricing.
- To constantly seek to improve the procedures and standards of pre-sales engagement and strategic bid pursuit management within the commercial team to ensure that use is maximised, and business benefit optimised.
- Provide support to sales in all aspects of hardware recommendation, procurement, platform activation and testing.
- Build productive relationships internally and externally, fostering teamwork by keeping colleagues updated on activities.
- Provide accurate and timely management information, to include - activity reports, bid reviews, project forecasts and other KPI’s.
- Oversee the maintenance, development and evolution of all pre-sales documentation and bid materials.
- Proactively support the transition of all customer accounts onto our new Atlas Platform, effectively collaborating with Customer Success to ensure that a comprehensive onboarding and training is delivered to each customer alongside account management.
- Ensuring the CRM is updated in a timely manner to accurately capture all customer engagement and transactions.
- Providing necessary data or reports from the CRM to support full sales cycle management.
- Support and coordinate sales and campaign activity such as client meetings, events and webinars.

**Benefits**

Remote working
Enhanced annual leave
Healthcare insurance



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