Technical Client Operations Advisor

You’re a multitasker, capable of moving a mile a minute and keeping everyone else on track. There’s an art and a science to a well-organized calendar—and nothing makes you happier than an empty inbox.

Remote, CA


<p><strong>At Connection, our purpose is simple: we connect people with technology. From hardware&mdash;PCs, printers, servers, and more&mdash;to cutting-edge cloud, cybersecurity, and professional IT services, we design, build, and support the IT solutions that thousands of companies, schools, and government agencies rely on every day. We like to think of ourselves as the IT Department for our customers&rsquo; IT Department. Our company started out almost 40 years ago with two employees and a phone line. Today we&rsquo;re a Fortune 1000 IT solutions partner operating in 174 countries around the world&mdash;still driven by that startup mentality and guided by our original purpose.</strong></p>

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Full Time

Overview: <strong>What We Do:</strong><br /><br />We calm the confusion of IT by guiding the connection between people and technology. If a customer is looking for a better way to manage their warehouse inventory, equip their workforce, or secure their data, we make it happen. All it takes is finding the right combination of tech hardware, software, cloud solutions, and support services. That&rsquo;s what we do. We&rsquo;re the IT Department&rsquo;s IT Department.<br /> <br /><strong>Who We Are:</strong><br /><br />Our team is made stronger by a multitude of backgrounds, experiences, and perspectives. It&rsquo;s what makes Connection unique&mdash;what drives us to innovate and create technology solutions that stand apart from the crowd. We&rsquo;d love for you to be a part of that fabric, to share your ideas and experiences with a team that thrives on fresh thinking, creativity, and helping others.<br /> <br /><strong>Why You Should Join Us:</strong><br /><br />You&rsquo;ll find supportive teammates and a rewarding career at Connection&mdash;plus great benefits. We take pride in supporting employees with a total rewards package that provides financial, emotional, and physical resources for you and your family. Our compensation, 401k plans, medical insurance, and other benefits are progressive and competitive. We value the importance of our employees&rsquo; emotional wellbeing. To support employees, we provide free therapy visits, mental health coaching and tools, and meditation resources. You&rsquo;ll also enjoy a generous paid time off package that includes not only vacation and sick time, but also Wellness and Volunteer Time Off days. <br /> <br /> <br />Connection Enterprise Solutions is a profitable $1.3B+ company focusing on providing technology solutions for the Fortune 2000, located in Boca Raton, Florida. Connection Enterprise Solutions is a wholly-owned subsidiary of Connection (CNXN), a $3 Billion+ publicly traded company located in Merrimack, NH.<br /> <br />Connection Enterprise Solutions offers a wide range of technology services with over 500 technical certifications and a qualified team of expert engineers, software licensing specialists and project managers to offer best-in-class solutions to our customers. We deliver end-to-end solutions across the entire IT lifecycle--from assessment, design, procurement, and installation to management and asset disposition. Focused on solving the complex business challenges of enterprise customers, Connection Enterprise Solutions is a one-stop source for a full range of IT products and services, including data center, networking, mobility, and software solutions. Offering over a million products from 1,600 technology vendors, Connection Enterprise Solutions' proprietary cloud based e-procurement system, TRAXX, creates a streamlined, efficient approach to IT procurement that reduces the cost and complexity of buying hardware, software and services. By leveraging our strategic relationships with leading IT manufacturers and software publishers, Connection Enterprise Solutions is able to provide the best pricing and preferred product availability.<br /> <br /><strong><br />Job Summary:</strong><br /><br /> <br />Working under minimal supervision of the Client Operations Special Services Supervisor, referring only exceptional problems and issues for management review or approval, the Client Operations Software Advisor utilizes advanced knowledge of the complexities of software products to advise and make decisions related to the logistical and operational needs of client quotes and orders for Account Managers. The Software Advisor works with the sales teams to manage and maintain client standards, special pricing, and any client issues until resolution as it relates to software. The Advisor makes strategic decisions on catalog pricing and product recommendations to the client based on the clients contractual agreements with the software publishers. The Advisor works alongside the Inside Account Managers (IAM) and Enterprise Account Executives (EAE) to strategically maximize margins. The Software Advisor proactively responds to or delegates client requests and tasks with little to no guidance, ensuring timely completion. The Software Advisor works directly with the software publishers to ensure latest information is properly communicated to the sales teams and clients. The Advisor works with Connection product specialists to manage and update client contracts as needed. And proactively contacts sales teams and clients to ensure the client is within publisher requirements in case of an audit. The Advisor manages the client portal to ensure client visibility to expiring licenses and maintenance, ensuring expiring contracts are updated.
Responsibilities: <br /> <p><u><strong>Software Standards:</strong><br /><br /></u></p> <ul> <li>Strategically and proactively manages the customer&rsquo;s standard catalog making strategic decisions on pricing and product availability.</li> <li>Works with the client, IAM and EAE to provide the client with SW product that is applicable to the client&rsquo;s business needs and policies.</li> <li>Updates SW parts pricing and discontinued parts in catalog by referencing internal reports as well as updates provided by the manufacturers through product roadmaps and proactively notifies client of possible replacement.</li> </ul> <p>&nbsp;</p> <p><u><strong>Software Proposals:</strong><br /><br /></u></p> <ul> <li>Proactively works with publisher to determine the best pricing options and advises clients on the best opportunities per their contracts and current products.</li> <li>Builds initial proposal templates for the sales teams to utilize based on the software contract agreements and pricing provided by the publisher.</li> <li>Assists the sales teams with understanding their client&rsquo;s software contracts and provides the parts and pricing for the products within the clients' specific contract level</li> </ul> <p>&nbsp;</p> <p><u><strong>Customer Service:</strong><br /><br /></u></p> <ul> <li>Manages client order escalations thru to resolution working with necessary internal and external teams.</li> <li>Assists in resolving any issues by working as a liaison between the client and the Publisher.</li> <li>Assists order processing team with any order rejections and completes any tasks to resolve the issue.</li> </ul> <p>&nbsp;</p> <p><u><strong>Software Education:</strong><br /><br /></u></p> <ul> <li>Works with the software publishers to gather the latest information on available programs and provides training to the sales teams and to clients.</li> <li>Trains the Client Operations Advisors and IAMs to make sure they have a proficient knowledge of these programs and understand how to quote and order for their clients properly.</li> <li>Provides mandatory training sessions on software for all new hires.</li> </ul> <p>&nbsp;</p> <p><u><strong>Software Order Entry:</strong><br /><br /></u></p> <ul> <li>Ensures the sales teams and Client Operations Advisors are properly processing and gathering all necessary contract information for proper order entry as it pertains to Software</li> <li>Works with the software suppliers to ensure that information provided is correct and processes</li> </ul> <br /> <p><u><strong>Renewals:</strong><br /><br /></u></p> <ul> <li>Proactively helps manage client&rsquo;s software contracts and provides proactive strategic quotes to the sales teams for renewals of expiring products.</li> <li>Update the Catalog to reflect the renewal options and pricing.</li> </ul> <p>&nbsp;</p> <p><u><strong>Order Tracking:</strong><br /><br /></u></p> <ul> <li>Assists the warranty team in tracking down licenses and software entitlement certificates when needed.</li> </ul>
Requirements: <br /> <p><strong><u>Job Qualifications:</u></strong></p> <p>&nbsp;</p> <ul> <li>Minimum years of career experience to qualify for role: 7 years&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;&nbsp;</li> <li>Includes a minimum of five years of work experience in sales operations in a technology sales company, this could be manufacturer, reseller or distributor level working with enterprise clients.</li> <li>Total years of career experience in order to be fully proficient: 10 years&nbsp; &nbsp;&nbsp;</li> </ul> <p>&nbsp;</p> <p><u><strong>Technology Skills:</strong><br /><br /></u></p> <ul> <li>Working knowledge of the IT reseller industry.</li> <li>Advanced technical knowledge as it relates to different Software Programs and Applications.</li> <li>Intermediate Microsoft Office skills to include Excel for creating and using spreadsheets</li> <li>Advanced knowledge of Microsoft Outlook for email to include working with a shared email box with ability to multi-task in a high paced environment with multiple messages arriving at once.</li> </ul> <p>&nbsp;</p> <p><u><strong>Business Knowledge:</strong><br /><br /></u></p> <ul> <li>Experience with Software Publishers Special Pricing Letters and contracts for Enterprise clients</li> <li>Understanding of the top Software publishers, tools and websites with the ability to navigate the publisher&rsquo;s tools and programs which leads to increased productivity and higher client satisfaction</li> </ul> <p>&nbsp;</p> <p><u><strong>Other Competencies:</strong><br /><br /></u></p> <ul> <li>Organized state of mind with ability to document activities, anticipate problems, plan schedules and monitor performance according to priorities and deadlines</li> <li>Decisive with ability to make a prompt determination and substantiate decision if challenged.</li> <li>Articulate with ability to express oneself clearly and professionally in oral communication</li> <li>Excellent written communication skills with ability to compose professional business communications via email, letter, and proposals.</li> <li>Good listening skills with ability to receive information completely and understand what is being said</li> <li>Quick study with ability to master a situation or learn new things with minimum direction or training</li> <li>Problem solver with ability to identify and efficiently resolve issues using good judgment.</li> </ul> <p>&nbsp;</p> <p>&nbsp;</p> <p>Connection,&nbsp;Inc. and its subsidiaries consider all qualified applicants for employment, without regard to race, sex&nbsp;(including pregnancy), color, religion, age, national origin, ancestry, physical or mental disability status, medical condition, sexual orientation, marital status, protected veteran status, and all other characteristics protected by applicable state and federal&nbsp;law. Connection will consider accommodations for any&nbsp;known physical, mental, or other impairments of otherwise qualified applicants to enable them to&nbsp;participate in our applicant screening process and to effectively perform the essential functions of&nbsp;their&nbsp;jobs, unless doing so would impose an undue hardship on&nbsp;the&nbsp;Company.</p>