CLIENT EXPERIENCE, TEAM LEAD (INSIDE SALES)
Type: Permanent
Position Overview:
Company is looking for a two (2) Client Experience, Team Leads to join the growing Sales team. One Client Experience, Team Lead will support our Edmonton team while the other will support our BC team. These roles can be performed remotely anywhere within Alberta and BC. This position will report to the Inside Sales Manager.
Role Responsibilities:
Client Experience Team Lead Related Responsibilities
Coach and direct a team of Client Experience Specialists in relation to the day-to-day work they are assigned to complete per their assigned clients/Account Executives
Act as the escalation point for you team members when they are experiencing challenges or issues
Help support your team through any issues that come up related to product availability and delivery ETAs
Responsible for maintaining and improving quality results by following standards; recommending improved policies & procedures
Responsible for monitoring team’s key performance indicators
Train and onboard new team members
Manage employee performance related concerns in collaboration with the Client Experience Sales Manager and Human Resources as needed
Responsible for the admin related tasks related to managing employees; time off request, sick time, etc.;
Responsible for delivering coaching and year end performance reviews in collaboration with Client Experience Sales Manager
Collaboratively work with Account Executives and Services for client opportunities towards a successful close
Participate in monthly 1:1’s with all your team members
Participate in Sales meetings as required
Look into your team’s open sales orders and manage the overall order lifecycle.
Make sure the team participates and completes their assigned manufacturer training and courses.
Monitor the service board for open tickets and their ages. Collaborate with CES to help address the gaps to resolve closure of open tickets.
Client Experience Specialist Related Responsibilities
Collaboratively work with Account Executives and Services for client opportunities towards a successful close
Identify and leverage manufacturer and supplier resources to help facilitate customer requirements
Follow up on leads and client inquiries
Gather information on client business requirements in order to propose best-fit technology solutions
Maintain a strong understanding of vendor pricing programs
Produce and present quotes and proposals to clients, including identifying appropriate SKUs, configuring solutions, registering deals with manufacturers, and any other activities required to produce a competitive and timely quote
Respond to client RFQs and other procurement requests independently or as part of a larger response team, including taking responsibility for product selection and pricing sections of RFP responses for your assigned accounts
Maintain ongoing relationships and look for opportunities to grow relationships within assigned accounts
Fill orders by transferring orders to fulfillment; communicating expected delivery date; monitoring and following up on status of orders created in the system until they are successfully delivered and invoiced
Updates job knowledge by studying new product descriptions, participating in assigned educational vendor certification courses.
Accomplishes department and organization goals by accepting ownership for accomplishing new and different requests, exploring opportunities to add value to job role.
Create and maintain activities and all communication in opportunities for projects that are led by Inside Sales
Warm and cold calling to new and existing clients
Participate in call-based and other marketing or lead generation campaigns as required
Requirements:
Exposure to all phases in the sales process is strongly preferred.
Relevant post-secondary education is highly desirable.
Must have experience in a sales role.
Must have experience in leading a team.
Excellent organizational skills and attention to detail.
Strong written and verbal communication skills in English.
Ability to work independently in a self-directed manner as well as within a team.
Experience working in the IT industry is an asset
Strong computer skills including Microsoft Office is a requirement
Technical skills including capability to do light configurations of servers, switches, routers and client devices.
Experience with CRM Tools
Basic understanding of B2B sales process.
