Lead Entitlement Representative

We are looking for a Lead Entitlement Representative to join our Global Order to Cash - Entitlement team in Chennai. This role manages complex entitlements for high-value clients, optimizes processes, and participates in key projects for Clarivates web-based product access management

This is an amazing opportunity to grow your customer facing experience by supporting our international customers to receive timely access to Clarivates web-based products and services by managing trials, new business setups, and renewals.

About You

• Minimum 6+ Years overall experience in internal, external stake holder and customer handling specifically in Salesforce CRM.
• Bachelor s Degree or equivalent degree in any subject specialization that supports the role.
• Working knowledge of CRM, preferably Salesforce and order management and billing systems like NetSuite or Zuora
• Experience with Salesforce Configure-Price-Quote (CPQ) or other CPQ tool is highly preferred
• Demonstrated work experience in managing web product delivery and processes, order fulfillment/delivery and/or customer service.
• Must possess knowledge of business processes, pricing, policies, and contracts.
• Understand a company s opportunity to cash processes

It would be great if you also had . .

• Excellent problem-solving and analytical skills with the ability to apply knowledge and creativity to resolve standard and complex client issues, improving service offerings.
• Strong communication skills (written, oral, presentation) with the field, account management, customers, and internal management.
• Language Skills: English language proficiency
• Ability and skill to monitor, interpret and understand policies and procedures and ensure their alignment with organizational strategies and work objectives.
• Ability and skill to create reports for various audiences as relevant, in a lucid and effective manner, keeping in mind the purpose of reports.
• Ability to work well with others during the execution of work, conversations, projects, meetings or other collaboration efforts.

What will you be doing in this role?

• Handle complex entitlements for high-value clients, optimizing processes to ensure timely access to Clarivates web-based products and services.
• Analyze and resolve escalated customer issues and complex problems, providing prompt and effective solutions.
• Mentor and support junior team members, guiding them in managing challenging situations.
• Participate in key projects related to web-based product access management, such as SSO setup, to enhance the overall customer experience.
• Contribute positively to staff, global support, and corporate meetings, reporting on activities when requested.
• Audit the work of junior team members, reviewing their processes and outputs to ensure accuracy and compliance with company standards and policies.
• Identify opportunities for process improvements and departmental efficiencies, leading initiatives to implement changes and optimize workflows.

About the Team

The Entitlement s team is part of our Global Order to Cash (OTC) organization which includes Order Management, Billing, Collections and Cash Applications. Each group collaborates to provide transparency on our end-to-end processes and performance, working to a high standard in order to meet our customer expectations.

Hours of Work

Monday to Friday- rotational shifts covering APAC, EMEA and US hours.