Job details
Job type full-time
Full job description
Overview: summary: operates within transcat retention organization as an individual contributor with collaborative growth responsibilities in conjunction with the regional business development team within a us-based regional territoryThis position also is responsible for key accounts assigned within the geographic region that have a national footprint as assigned by managementResponsibilities: major areas of responsibility:
Define and optimize the customer journey
Deliver a “red carpet” experience for all assigned customers
Work within the assigned regional customer segment to manage and define levels of risk, constructing plans to mitigate loss of customer revenues in high risk accounts
Define and oversee the communication lifecycle of your customer group within the assigned area, not limited to email and phone communication, strategic marketing campaigns, cross-sell of distribution and ancillary products and services, and more
Own the process of creating compelling proposals and materials based on customer needs
Take ownership for the business segment under your leadership, and manage the escalation process to management and senior management utilizing independent latitude and judgment alongside company-based approval criteria
Identify opportunities for continuous improvement as a champion for your customers
Manage a tremendously diverse set of administrative internal processes, becoming an expert on delegating to appropriate departments and negotiating with other internal customers to accomplish the desired outcomes for your customer
Drive true value for customers
Be an expert on best practices in change management and implementing calibration programs within your customer sites
Be a challenger – and seek ways to include additional contacts within a customer’s organization into your day to day interactions for the benefit of their operations
Deeply understand our customers’ objectives and become a trusted right-hand advisor
Define, drive, and demonstrate the value (roi) delivered through periodic business reviews with customers where appropriate, in terms that matter to the customer
Build alignment with regional business development objectives
Align with bdm/adm teams around annual sales booking targets
Drive renewal risk out of customer accounts and steward them through the growth process, referring them at the right time and for the right reasons to expand their spending with transcat
Identify opportunities for sales partners to re-enter lost accounts and re-sell customers
Be the best user of salesforce.com in our industry
Promote adoption of key processes to include customer risk, activity management, documentation of customer journey activities, and partnership on sales pipeline.
Ensure salesforce is our company’s single source of truth for customer health
Relentlessly monitor and manage your customer process
Become a leader inside our business on how to utilize your customer’s data to drive decisions around our service model, feedback loops, and
Your progress and success is measured by some of the following metrics within your business:
Gross dollar renewal rate
Business development expansion pipeline and results
Nps & customer survey score results
Share of customers who have been reviewed for profitability
Share of customers engaged in a long-term pricing model
Support core metrics for our company and our csm team as a whole
Same metrics above, and:
Grow transcat in the industry – help our team meet companywide revenue targets
Negotiate equitable agreements – help our team meet companywide margin targets
Propose improvements to our business model
Actively contribute on process, customer segmentation, and customer approaches
Become a diplomatic change agent – challenging process breakage and waste
Participate in small groups and corporate change initiatives
Qualifications:
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorilyThe requirements listed above are representative of the knowledge, skill, and/or ability requiredReasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Valid drivers license & clean driving record
Must be detail oriented
Education and/or experience:
Minimum of a high school diploma or general education degree (ged); or one to three months’ related experience and/or training; or equivalent combination of education and experience.
For internal transcat candidates: familiarity with a+, caltrak online, c3, salesforce.com and other internal applications are highly desirable for this role and are significant factors in the candidacy of existing employees moving into the position.
Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability or protected veteran status
