Sr. Analyst - Sales Support

Role Overview

An operational role responsible for managing day-to-day sales support activities for Europe-region Account Managers (AMs) and Customer Success Managers (CSMs). The role ensures timely order processing, contract management, proposal support, and operational governance across the Lead-to-Order (L2O) and Quote-to-Order (Q2O) lifecycle.

Required Qualifications

• Graduate in Management or Engineering
• 4-6 years of relevant experience

Key Knowledge & Skills

Process & Systems

• Optimus / TCX knowledge
• L2O (Lead-to-Order) process understanding
• Q2O (Quote-to-Order) process understanding
• Telecom order management processes

Telecom Services Knowledge

Good understanding of:

• SD-WAN
• IWAN
• GVPN
• MCC
• Other telecom/networking services

Commercial & Communication Skills

• Basic techno-commercial proposal understanding
• Strong stakeholder management skills
• Effective communication skills to support Europe-based teams
• Ability to coordinate across multiple functions and meet operational SLAs

Key Responsibilities

Order Management

• Provide operational support for order booking
• Reserve all orders for assigned Account Managers
• Ensure package validation approvals are completed within 48 hours of order entry
• Track order progress and resolve operational issues

COF & Proposal Support

• Generate COFs (Customer Order Forms)
• Provide L2Q and Q2O support
• Support proposal and commercial documentation activities

Contract & Data Management

• Track Contract Notification Tab
• Process all Name Change Requests in:
  • TCX
  • SFDC (Salesforce)

Stakeholder Support

• Manage requests from Europe-region CSMs and AMs
• Coordinate between sales, operations, commercial, and delivery teams
• Ensure timely resolution of order and contract-related queries

Key Performance Indicators (KPIs)

• Order approval within SLA (48 hours)
• COF accuracy and turnaround time
• Timely completion of name change requests
• Contract notification tracking compliance
• Order booking accuracy
• Stakeholder satisfaction (Europe AMs/CSMs)
• Adherence to L2O/Q2O process standards

Suitable Candidate Profile

A candidate with telecom sales support experience, strong operational discipline, working knowledge of TCX/SFDC, and exposure to SD-WAN/IWAN/GVPN services who can effectively support Europe-region sales teams while ensuring SLA compliance and order governance.