Responsible for demonstrating the value and benefits of our moderate to highly complex client’s products or services through extensive customer engagement, with a primary focus on selling and/or renewing contracts. Depending on client engagement, could include lead qualification, lead conversion, health checks, voice of the customer, and/or revenue retention motions (product/service
contract renewals, extension, upsell and expansion). Serves an assigned territory/client with moderate to complex variables in geography and/or customer complexity. Responsible for developing an advanced level of product or service knowledge to support moderate to highly complex customer questions and promote offerings. This role is responsible for effectively articulating the value of roducts or services to customers. Makes and receives calls with the intent of selling products/services or renewing existing contracts. May respond to moderate to highly complex customer inquiries by following standard scripts and procedures, while using independent judgement when deviation from standard as needed. Confirms competitiveness of client's maintenance contracts and works towards assigned high contract revenue goals. Understands and captures the voice of the customer for assigned client. Provides guidance to more junior staff, as needed.
Duties and Responsibilities may include some/ all of the following
·Achieve your revenue-based quota by selling renewals/products/services, may offer upsell opportunities when applicable
·Work within dedicated territory for established client
·Provide accurate weekly/ monthly/ quarterly sales forecast
·Mastery of product knowledge and technical understanding of products and services to effectively assess client needs and requirements
·Successfully promote products or services for established client
·Guide customers through onboarding after product purchase and promote strategic adoption of product(s) enhancing the customer experience, establishing optimal usage behaviors and accelerating the customer's time to value
·Utilize data to identify ‘at risk’ and adoption opportunities
·Initiate steps as needed to remediate customer concerns/roadblocks prohibiting satisfaction or product usage
·Manage external competitive pressures and effectively handle objections to retain customers or win new customers
·Manage high volume of customer contacts through phone and email each day – majority of communication is outbound
· Ensure high level of professionalism during all interactions with customers and prospects
· Effectively partner and build strong business relationships with both internal and external stakeholders to ensure customer expectations are met
· Collaborate with cross functional teams and management to optimize sales processes, systems and achieve a superior customer experience
· Maintain the customer management system (CRM) to ensure all relevant data is captured in a timely manner
· Ability to provide consultative support
· May potentially attend vendor and/or external events, as needed
· May provide mentoring and guidance to more junior staff
· Other duties, as assigned and necessary
Qualifications
▪ Bachelor’s degree preferred
▪ 4 – 5 years of prior experience working in a customer service or sales capacity preferred
▪ Prior success in achievement in individual and/or team sales quota/goals
▪ Demonstrated ability to effectively communicate with customers in a fast-paced environment while developing positive customer relationships
▪ Prior experience in high volume calling required
▪ Demonstrated aptitude to learn and optimize new technology and data
▪ Advanced problem-solving skills
▪ Excellent knowledge of MS Office programs
▪ Excellent communication skills (verbal, written)
▪ Prior experience working with Salesforce.com or similar CRM required
▪ Proven success in the management of multiple priorities effectively
Competencies
▪ Accountability - Expert
▪ Effective Communication - Expert
▪ Resilience, Curiosity, & Adaptability - Competent
▪ Integrity - Expert
▪ Coachability - Competent
▪ Diversity and Inclusion - Competent
▪ Team Player - Competent
▪ Emotional Intelligence - Expert
▪ Critical Thinking - Competent
▪ Customer Focus – Expert
▪ Diagnostic Information Gathering - Expert
▪ Initiative - Expert
▪ Manage Execution - Expert
▪ Business Acumen - Competent
SupervisoryResponsibility
This position has no supervisory responsibilities.
Travel
No travel is expected for this position.