Sales Key User

Lexmark is now a proud part of Xerox, bringing together two trusted names and decades of expertise into a bold and shared vision.

When you join us, you step into a technology ecosystem where your ideas, skills, and ambition can shape what comes next. Whether you're just starting out or leading at the highest levels, this is a place to grow, stretch, and make real impact—across industries, countries, and careers.

From engineering and product to digital services and customer experience, you'll help connect data, devices, and people in smarter, faster ways. This is meaningful, connected work—on a global stage, with the backing of a company built for the future, and a robust benefits package designed to support your growth, well-being, and life beyond work.

JOB PURPOSE/MISSION:

The WW Sales Key User acts as administrator support for the PRM tool in maintaining and updating customer information for channel reseller information and acts as the key contact for support inquiries and requests coming from the assigned Geo/region. 

The WW Sales Key User is also involved in various work streams such as global data management, quotes management, marketing and direct sales, Professional Services and Anaplan forecasting/opportunity pipeline. Thus, the WW Sales Key User collaborates with various teams such as the Enterprise Business Application, TCS, MDM, and our Lexington-based Process Owners and Business Analysts. Moreover, the WW Sales Key User also works with third party developers (AMS) regarding issues and enhancements relating to the other applications attached to our Sales Tools. 

Lastly, the WW Sales Key User is expected to provide excellent customer service through phone, email, chat and classroom training engagements. 

The WW Sales Key User's main goal is to leverage the importance of our Sales Processes and Tools and its impact on the sales rep's day-to-day sales activities and, ultimately, help drive success across the Global sales teams. 

KEY ROLES & RESPONSIBILITIES: 

Main Support: End to End

• Provide Level 2 support and/or training for the global support and sales teams with all issues/inquiries with our Sales Processes and Tools and their attached applications through email, chat, and phone.

Inquiry Management

• Serve as secondary contact for 1st line support inquiries (via CRM Cases, Phone & eMail) about the CRM tool (Large Account/Retail & Volume Planning & BI Analytics) and its integrated applications (i.e., Anaplan, TAS/Dealmaker Playbook and Cirrus) 
  
  • Facilitate User requests such as but not limited to - creating a CRM case and in assisting users create a CRM case.  
  
  • Work with Support teams and vendors (ex. support/IT groups) to resolve any system issues and provide initial response to the customer within the agreed response times.   
  
  • Provide feedback and requirements to the Support teams about system or process issues and potential updates or requests from the business users.

Training Support

• Creates plan and execute initial and on-going training for the specific geography/region for sales, services, and marketing organizations.

• Responsible for the creation of geo-specific publications, distribution and maintenance of training documentation which includes the Sales Homepage in Unily and its related subspaces.

Responsibilities include providing level 2 support for:

• Microsoft Dynamics 365

• Anaplan forecasting opportunity management

• DealDesk Quote Detail Update

• PartnerNet key contact

• Other related applications

• DiscoverOrg Tool Support

• Provide DiscoverOrg Permission Set

• Diagnose issues related to access and data

COMPETENCIES, SKILLS, KNOWLEDGE & ABILITIES:

• Tools Proficiency | Knowledge of MD365, Deal Desk and PartnerNet features, and capabilities geared towards Opportunities, Accounts, Contacts, Dealdesk, Anaplan (Forecasting) and MPS.

• Troubleshoots and recommends solutions to KU cases and issues. Recommend enhancements for KU processes and case optimization:

• Tests and verifies system issues to resolve KU Cases within SLA

• Identifies other / potential issues to the cases currently worked on

• Provides solutions to requestors regarding their KU Cases

• Collaborates with AMS / EBA Teams on escalated cases or issues

• Performs test enhancements and user stories as directed by AMS / EBA teams

• Applies MD365 full functionality to resolve KU Cases:

• Explains and guides account managers in their Opportunity and Forecast Management (AnaPlan)

• Escalates cases to the correct technical team for 2nd level issues or higher

• Guides CRM users on how to navigate D365's different functions and related applications such as Anaplan, Partnetnet and DealDesk

• Analysis: Able to analyze and breakdown the available information and situations to arrive at solutions

• Project Management: Able to resolve, close and manage multiple KU cases against time requirements.

• Business Acumen: Knowledge of Lexmark's products, services as well as the industry the company is in.

• Customer Service: Knowledge of requirements, relationship-building and solutions innovation as it relates to addressing the needs of the customers.

• Confirms receipt of and provides answers to internal customer requests and queries within SLA and uses proper corporate etiquette:

• Acknowledges receipt of Requestor's Cases and provides case updates until closure

• Communicates with Requestors promptly via appropriate channel: email, telephone, or chat

• Uses proper communication etiquette in corresponding with Requestors

EDUCATION, EXPERIENCE & CERTIFICATIONS BASIC REQUIREMENTS:

• Bachelor's Degree in any course from an accredited college or university. Preferably in Information Technology.

• Preferably with experience in using MD365 (at least 1 year)

• An advantage if candidate has experience in administering CRM (Customer Relationship Management) systems

• Background in Sales and Marketing Operations Support.

• Previous work experience had analytical and problem-solving tasks related to sales, marketing, systems or business tools

• Training experience is an advantage