Manager - Channel Support

Less than 5 years experience  •  Telecommunications

Salary depends on experience
Posted on 11/17/17
Greenville, SC
Less than 5 years experience
Salary depends on experience
Posted on 11/17/17
  1. Manage a Team and participate in the overall support of internal/external Channel Sales Partners (~2800 direct). Provide escalation support as needed to ensure timely and accurate resolution to Channel inquiries.
  2. Develop and execute Channel initiates that drive Company goals.
  3. Represent the Channel Sales on projects, steering committees, calls and daily interactions as an expert and reliable advocate.
  4. Train and develop Channel Support Team
  5. Primary point of contact for Channel and Referral Partners
  6. Assisting with Channel Sales order entry and processing (all systems, complex solutions, Winquote, WHS, etc.)
  7. Channel advocate for partner order processing and communication (SOC/SD)
  8. Channel advocate for timely resolution and escalation of Enterprise Repair Tickets (ERC)
  9. Channel advocate for all Channel SMB Customer requests.
  10. Timely and accurate responses to all Channel phone and email inquiries
  11. Promote, educate and train partners on Windstream Online Partner Portal
  12. Reporting as requested by Channel Sales to support new and existing partner customers
  13. Partner Data integrity – solicit and ensure all Windstream systems consistent with partner contact information and assignments
  14. Response to MACD, CSR, Credit and billing inquiries as access and authorization allow. If unable to resolves, warm handoff and status from responsible department (disco team, SMB, Finance, etc.)
  15. Channel “gatekeeper” for complex Channel account assignment changes. Working to ensure appropriate approvals are gained BEFORE assignments are made. Educating Channel Saleson Assignment ROE
  16. Responsible for reviewing, validating and calculating Channel Partner commission adjustments. This includes appropriate Finance, SCA and Sales Leadership approval with all facts and associated policies.
  17. Partner Agreement Administration: Securing confidential “write” Partner Agreement documents, Processing all Partner Agreements, expertise in all partner setup systems (SOL, RevChain, JDE, Peoplesoft, Winforce, Docushare, etc.).
  18. Engage Windstream Legal Counsel for Partner Agreement negotiations outside existing “word bank” of approved agreement changes.
  19. Communication Partner Base Assignment. This includes educating Channel Sales on Windstream’s Assignment policies and all associated approvals. Once approved, ensuring Assignment is done timely and accurately without eliminating Windstream’s ability to manage partner compliance.
  20. Special Channel projects as assigned by Finance, SCA, Sales Leadership and Corporate Audit
  21. Credible expert in systems, sales process and problem resolution
  22. Ability to leverage existing relationships with core Business Units to assist with channel problem resolution
  23. Identify and seek approval to implement process improvement
  24. Budgetary impacts: Monthly Sales Revenue, Commission expenses, Compliance and Special Projects
  25. Signee for Windstream Customer MSA’s

Professional Skills/Experience:

  • Microsoft Office, Outlook, Windows, Powerpoint, Excel, Word, etc.
  • Phone and professional interaction skills
  • 7-10 years telecom sales and/or support experience
  • Strong organizational and ability to prioritize tasks and meet deadlines
  • Strong writing and verbal skills
  • Minimum Requirements:

    College degree and 3-5 years professional level experience with 1+ years supervisory experience for roles with supervision; or 7+ years professional level related experience with 1+ years supervisory experience for roles with supervision; or an equivalent combination of education and professional level related experience required.
  • Job ID:17003918
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