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 Clarivate's 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 Clarivate's 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 Clarivate's 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.