Reports to RFP Supervisor, responsible for assisting RFP Specialists in day to day activities supporting Request for Proposals (RFP) and Request for Information (RFI). Handles some reporting, special projects and acts as the department escalation contact. Performs RFP Specialist duties and serve as back-up to the RFP Specialist queue. Performs oversight of RFP/RFI workflows and tools when the Supervisor is not available. Requests Sr. Leadership approval when the supervisor is not available on complex and large sales opportunities for Coax, Fiber and PRI products and services.
MAJOR DUTIES AND RESPONSIBILITIES
Actively and consistently support all efforts to simplify and enhance the customer experience
Remains current on changes in RFP/RFI policies and procedures and provides input on changes to documentaion.
Handles esclation requests regarding RFP/RFI requests, timelines and accuracy. Monitors escalation cases and RFP Specialist queues.
GenerateS/ runs reports in Salesforce on daily, weekly and monthly basis. Works with RFP Specialists to identify areas for improvement.
Works as Liason with sales teams and other back office support teams ensuring RFP/RFI is provided timely and accuratly. Assists RFP Specialists in building relationships and networking with other departments.
Maintains RFP/RFI knowledgebase with current product, company, services, technical and development information.
Develops cross-functional communication with all key stakeholders in the RFP/RFI process, which includes Sales, Product, Sales Engineering, Marketing, Legal, Finance, Regulartory, Compliance, Risk Management, NOC, Construction, and Fulfillment.
Responsible for developing and maintaining a partnership with sales teams to fulfill standard to complex
Tracks timelines, deliverables, and service levels to ensure RF/RFI submission dates are met.
Provides escalation path to key stakeholders to ensure project roadblocks are addressed.
Serves as a resource to Sales to educate and assist them with RFP/RFI project management processes.
Trains Sales and System Engineering on Qvidian application and response submission process.
Reviews pro-active RFP/RFI opportunities using aggregation tools.
Collaborates with subject matter experts – sales, engineering, management, finance, and legal - to ensure the appropriate strategy is used to accurately meet the objectives of the RFP/RFI.
Understands and provides input on the sales rules of engagement process.
Documents and manages the standards of performance for CB.
Tracks RFP/RFI requests via Salesforce and export to Excel for further analysis/review.
Maintain Salesforce project dashboards both at the, individual, team and sales channel level.
Accountable for ensuring total Sarbanes Oxley (SOX) compliance for Charter Business Support the sales process (pre- and post-sales) through the use of policy and process documentation, tools and software programs (i.e., Salesforce.com, billing systems, Excel and Word).
Assists CB Sales Operations in day to day activities, reports, and special projects.
Performs other duties as requested by Manager.
Skills/Abilities and Knowledge
Ability to read, write, speak and understand English
Ability to perform the funtions of the RFP Specialist and Sales Support Support Acount Coordinator
Ability to manage multiple projects at one time and to prioritize and organize effectively
Aptitude to research and solve issues preventing RFP/RFI respones
Ability to demonstrate courtesy and patience with both internal and external customer
Ability to motivate team members
Ability to reach with hands and arms, to bend, to talk and hear, and to read and use a computer
Ability to read, write and speak the English language to communicate with employees, customers, suppliers, in person, on the phone, and by written communications in a clear, straight-forward, and professional manner
Ability to utilize and manipulate objects such as paper, pencil, keyboard, and mouse
Ability to work independently
Ability to work seated for prolonged periods of time
Ability to wear telephone head set
Ability to deal with the public in a professional manner
Ability to maintain high level of self-motivation
Ability to work flexible hours (day, evening and weekend)
Basic knowledge of functions and related tasks in the area of customer relations
Knowledge of Charter Business Coax (phone, data, video), Fiber and PRI products and services.
High School Diploma, plus some coursework, or equivalent experience
Related Work Experience Number of Years
Contract Management /RFP response experience 3
Project Management experience 1-2
Erate or government funded program experience (preferred) 3
Basic understanding of business development and sales processes 3
Telecommunication experience preferred) 3
Customer Service experience 3-4
Sales experience in commercial aspect of telecomm industry 3
Salesforce.com or CRM work experience or equivalent 3
Sales Support Account Coordinator or Price Desk experience 3
Skills/Abilities and Knowledge
Knowledge of cable television products and services
Knowledge of marketing strategies and procedures
Knowledge of telecommunications products and services
Must be able to work flexible day and evening hours
Exposure to moderate noise levels
Some travel may be required
Charter Communications - 17 months ago
Charter Communications navigates the waters of US cable services. The cable system operator has about 5 million mostly-residential...