Account Support Analyst

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Act as the main contact for Order Management for Enterprise and Strategic Account Managers

• Provide direct assistance to Account Managers and clients regarding Order Management-related inquiries

• Address and resolve customer concerns related to orders and shipments

• Oversee cable orders, manage shipment inquiries, and handle replacements

• Serve as the primary responsible individual for customer RMA requests, including serial numbers, replacements, and alignment of account-level device counts

• Support Account Managers with quoting and CPQ (Configure, Price, Quote)

• Precisely record cable details and additional customer requests in quotes and orders

• Collaborate with Finance, Fulfillment, and Customer Support to streamline the entire order process

• Identify and address potential quote-to-cash challenges to avoid delays and enhance efficiency

• Maintain customer and order records in CRM systems such as Salesforce and Zuora

• Generate sales orders, process churn, and conduct account reconciliations as required

⛳️ Requirements

• Strong knowledge of the quote-to-cash process and customer delivery lifecycles

• Exceptional verbal and written communication abilities

• Capability to communicate effectively with Account Managers, leadership, and external clients

• Meticulous organizational skills and keen attention to detail, particularly when managing high volumes of work

• Ability to proactively identify root causes and develop creative, effective solutions

• Capacity to excel in a fast-paced, high-volume setting while managing multiple priorities

• Proficiency with CRM systems, ideally Salesforce

• Familiarity with G-Sheet, Zuora, Salesloft, Snowflake, and Retool

• Over 4 years of prior experience in a customer-facing operations or similar support-oriented role is advantageous

• Proactive and organized work approach with the ability to follow up on process execution

• Ability to multitask and ensure data hygiene for quick retrieval of information for customer inquiries

• Must be authorized to receive and access commodities and technologies governed by U.S. Export Administration Regulations

• Employees must be authorized to access Motive products and technologies

🏝️ Benefits

• Equal opportunity employer dedicated to fostering a diverse and inclusive workplace

• Some interviews or training sessions for new hires may take place in person at one of Motive's global offices