Maintenance support specialist
3 weeks ago
Achieves sales targets and maintains high levels of customer satisfaction within the assigned customer base by securing maintenance, licensing and support renewals, increasing penetration within account base, growing contract content, responding to customer requests and anticipating customer needs. Identifies customers' requirements and demonstrate strong account management skills to drive renewal and closure. Important activities include preparing proposals, proactively gauging customers' requirements, developing solutions from available offering and progressing the opportunity to close.
Responsible for contacting customers primarily through outbound sales calls as their contracts come due, have discussions around their needs and expectations, negotiate a renewal to include expansion of service and then close the sale. Proactively conducts regularly scheduled meetings with customers to reconcile their IT assets and manage their contracts. Partners with other Sales Teams to develop and execute account plans and coordinate sales opportunities in an effort to drive renewal rate and product support penetration. Proactively maintains accounts, contacts, opportunities and sales activities in the CRM system.
Essential Functions:
Gathers and utilizes contract and warranty data to assist in opportunity identification. Compiles pertinent information and generates accurate, effective and meaningful quotes for proactively identified support contract renewals, mid-term contract changes or other support services requests from customers. Presents renewal, upsell and cross-sell options.
25%
Researches and manages vendor special pricing programs, promotions and rebates around supported solution. Submits pricing request with required data, tracks request for approval and accurately applies to the opportunities to provide competitive proposals.
10%
Works with other sales teams (On X, OEM, Supplier) to develop comprehensive strategies to attain renewal goals. Effectively promotes On X renewals management, contract management and maintenance management solutions. Calls customers to review renewal opportunities. Identifies customer requirements early on, uncovering roadblocks. Performs routine follow up calls as per renewal procedures.
25%
Responsible for pipeline and forecast responsibility in accordance with sales business process. Tracks and provides status updates on all open opportunities. Maintains status of sales opportunities as they progress through the sales cycle in the CRM system. Uses the opportunity information to provide timely and accurate forecasts to management.
15%
Prepare orders, from quote work, for submission based on receipt of the customers' purchase orders ensuring that all required information is included for accurate processing.
10%
Conducts post sales follow ups. Calls the customer to ensure welcome letter with contract details are correct. Assists in customer escalations. Conducts regular customer review calls or meetings to reconcile inventory and review support needs. Follows up as necessary.
15%
Meets and exceeds assigned targets for profitable sales volumes and strategic objectives in assigned account base
Obtain required/assigned certifications
Other duties as assigned
Education:
Four years of College resulting in a Bachelor's Degree or equivalent
Relevant Work Experience:
2 to 4 years in related field
Special Knowledge, Skills and Abilities:
Demonstrates good organizational, time management and detail-oriented skills Listens attentively and confirms the message presented Excellent phone presence and interpersonal skills Demonstrated ability to overcome obstacles and achieve sales goals Demonstrated success in evaluating customer needs and developing actions plans Adept at positioning value solutions under pricing pressures from customers Advanced sales negotiation and deal closing skills Demonstrated ability to articulate ideas clearly and concisely in a variety of settings Competency in Microsoft Office Applications (Outlook, Excel, Word, Power Point, etc.)
Supervisory Responsibility:
This position does not have any supervisory responsibilities
Work Environment:
This position requires the candidate to work under limited supervision and with a variety of customers, account executives and vendors. Ability to work on projects independently, process varied information and reach appropriate and creative decisions. Work well in a continually changing environment with high stress and pressure being the norm. Skill in cross-team communications and the ability to deliver instruction and information about data issues in both technical and non-technical terms. Ability to work across the organization with staff from all levels.
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