Account Support Analyst

Who We Are

Motive empowers the people who run physical operations with tools to make their work safer, more productive, and more profitable. For the first time ever, safety, operations and finance teams can manage their drivers, vehicles, equipment, and fleet related spend in a single system. Combined with industry leading AI, the Motive platform gives you complete visibility and control, and significantly reduces manual workloads by automating and simplifying tasks.

Motive serves nearly 100,000 customers – from Fortune 500 enterprises to small businesses – across a wide range of industries, including transportation and logistics, construction, energy, field service, manufacturing, agriculture, food and beverage, retail, and the public sector.

Visit gomotive.com to learn more.

About The Role

As an Account Support Analyst, Order Management (OM), you will be a critical part of our Finance organization, serving as the primary point of contact for Order Management for our Mid-Market Account Managers. This role is a key liaison between the Sales team and various internal departments, ensuring a smooth and efficient quote-to-cash process.

You will provide expert support for order management and direct customer-related inquiries, from initial quoting through final delivery and beyond.

What You'll Do

• Q2C Ecosystem & Quoting Support: Manage the end-to-end Quote-to-Cash (Q2C) process and provide hands-on CPQ assistance to Account Managers. Ensure quotes and orders accurately reflect customer specifications while troubleshooting technical errors from the initial quote through to order completion.
• Vendor Finance & Subscription Management: Support Vendor Finance deals, account audits, and account Transfers / Mergers while maintaining data accuracy across relevant systems.
• Customer and Shipment Management: Manage orders, open shipment queries, and replacement requests. Work closely with customers to address and resolve order and shipment issues. Support replacement sales order creation.
• Support Account Managers and Customers: Act as the main point of contact for Mid-Market Account Managers, providing direct support to them and their customers on Order Management-related queries.
• Process Coordination: Collaborate with Finance, Fulfillment, Customer Support, and other cross-functional teams to ensure a seamless end-to-end order process. Proactively identify and resolve potential issues in the quote-to-cash process to prevent delays and improve efficiency.
• Documentation and Systems Management: Ensure customer and order information is accurately entered and maintained in CRM systems such as Salesforce and Zuora. Ensure team SOPs are followed and all records are updated in a timely manner.
  
  

What We're Looking For

• Educational Background: Graduate in Business Management disciplines, preferably Finance, Business Management, Economics, or Supply Chain.
• Relevant Experience: 4+ years of prior experience in customer-facing operations or a similar support-focused role is preferred.
• Technical Acumen: Strong understanding of the quote-to-cash process and customer delivery lifecycle.
• Communication Skills: Excellent verbal and written communication skills, with the ability to effectively liaise with internal stakeholders, Account Managers, leadership, and external customers.
• Attention to Detail: Meticulous and highly organized, with a focus on accuracy and consistency when handling high volumes of work.
• Problem-Solving: Ability to proactively identify root causes and find creative, effective solutions.
• Adaptability: Proven ability to thrive in a fast-paced, high-volume environment and manage multiple priorities simultaneously.
• System Proficiency: Proficiency with CRM systems, preferably Salesforce, and other relevant tools such as Google Sheets, Zuora.
• Proactive Management: Highly organized and proactive, with the ability to stay on top of customer lifecycle events, follow up consistently, and ensure processes are completed successfully.
• Prioritization & Multitasking: Ability to effectively prioritize and manage multiple tasks simultaneously while maintaining accuracy in a high-volume workload.
  
  

Creating a diverse and inclusive workplace is one of Motive's core values. We are an equal opportunity employer and welcome people of different backgrounds, experiences, abilities and perspectives.

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