Sales Support Specialist

3 weeks ago

Wayne, United States Certara USA, Inc. Full time
Overview

The Sales Support Specialist is part of the Commercial Operations Team, and is responsible for coordinating the process of responding to customer Requests for Information (RFIs) and Questionnaires. This role is crucial in ensuring that the information provided is accurate, timely, compliant to internal standards, and meets requesting party requirements.

The Sales Support Specialist oversees the entire request process, from receipt to response, ensuring that all necessary information is gathered, communicated, and tracked effectively. This role requires collaboration across various internal stakeholders to obtain, vet, and confirm information and ensure adherence to policy and effective responses, as well as completing request sections, ensuring QA, and continuous improvement. Serves as the key point of contact for RFIs and Questionnaires.

This role reports to the Director, Commercial Operations.


Responsibilities

Intake, Coordination, and Collaboration

  • Monitor queue of incoming RFIs/Questionnaires, ensuring they are properly documented and tracked.
  • Review requests to understand the scope, requirements and deadlines. Communicate with the requesting party to clarify any questions or provide additional information as needed.
  • Prioritize, and manage related communication around such prioritization, per deadlines, strategic importance, and agreed escalation pathways
  • Liaise with internal stakeholders to communicate requirements and obtain necessary information and inputs to ensure response completeness
  • Identify any potential challenges or areas requiring clarification or that threaten successful completion. Schedule and lead meetings to discuss and clarify priorities and requirements with relevant stakeholders

Content

  • Compile and organize inputs to create an accurate, clear, complete, and cohesive response that meets stated requirements and also positions Certara for success
  • Draft, review, and edit responses to ensure clarity, accuracy, and consistency
  • Tailor responses, as applicable, to meet the specific needs, relationship history, in context of the commercial opportunity/ies.

Quality Assurance

  • Adhere to the approved workstream workflow
  • Ensure that all final responses are reviewed for accuracy, compliance, and completeness before submission
  • Utilize the approved repository or responses and engage with approved stakeholders per subject area
  • Implement and maintain best processes for RFI/Questionnaire management

Follow-up, Reporting, and Analysis

  • Submit completed responses to the requester on time and to request specifications
  • Track and document the status of submitted RFIs/Questionnaires, including any required follow-up actions; provide regular updates to management and relevant teams, as applicable
  • Generate reports on the RFI/Questionnaire process, including KPIs, response times, volume, and areas of improvement
  • Analyze trends to identify common themes, challenges, and opportunities

Continuous Improvement

  • Monitor industry trends and best practices
  • Propose and implement process improvements
  • Drive and participate in preparation of proactive customer response materials/sites

Qualifications

Required

  • Bachelor's Degree or extensive related experience
  • Minimum 3 years of experience in a similar role, such as sales support or project management specifically working on RFIs/Questionnaires
  • Excellent project management and organizational skills
  • Internal and external customer-focused mindset with a commitment to delivering high-quality service
  • Excellent interpersonal skills
  • Attention to detail, high level of accuracy, and commitment to quality deliverables
  • Problem-solving abilities and proactive thinking
  • Excellent written and verbal communication skills
  • Demonstrated ability to collaborate with cross-functional teams
  • Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint)
  • Ability to manage multiple projects under deadline

Preferred

  • Familiarity with RFI/Questionnaire management tools
  • Experience responding to RFIs/Questionnaires for companies offering professional services and/or software
  • Proficiency in CRM software (e.g., Salesforce)
THE IDEAL CANDIDATE
  • Is reliable, professional and discrete, and personable
  • Is a team player who is flexible with an extremely high level of attention to detail and enjoys collaboration
  • Is able to work cross-functionally, effectively communicating with and extracting information from various stakeholders
  • Is able to work independently and prioritize multiple tasks with a strong sense of urgency, while delivering work within firm deadlines
  • Demonstrated proficiency in process management and compliance
  • Is self-motivated and solution-driven
  • Can manage changing and competing priorities in a fast-paced environment
  • Certara bases all employment-related decision on merit, taking into consideration qualifications, skills, achievement, and performance. We treat all applicants and employees without regard to personal characteristics such as race, color, ethnicity, religion, sex, sexual orientation, age, nationality, marital status, pregnancy, physical or mental condition, genetic information, military service, or other characteristic protected by law.
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