Service Account Manager

DEPARTMENT:                     Services

FLSA STATUS:                     EXEMPT

REPORTS TO:                      Director of Service Sales

POSITION SUMMARY:

Fives Intralogistics Corp. is seeking an experienced and self-motivated Aftermarket Sales professional to join our team to play an instrumental role in serving our customers and supporting the Services business as part of our company growth strategy. This exciting opportunity involves shaping an exceptional customer experience through the development of new business opportunities and solutions to support customers while providing exemplary customer service. The Service Account Manager will employ sales techniques and use extensive product and systems knowledge to sell Fives Intralogistics’ aftermarket programs and capabilities, secure expansion of the customer base and increase business from existing customers. This position is a customer-facing role that works closely in harmony with internal and external colleagues across departments and divisions as well as business partners to coordinate aftermarket sales and marketing activity.

The Service Account Manager will conduct all customer related activities required to sell aftermarket parts, product retrofits/enhancements, maintenance support services, and technical services while building new processes and maintaining/upgrading current processes to ensure the success of offerings sold.  This position will also facilitate the activities associated with supporting customers while promoting the Fives Intralogistics parts and services business via consultative selling of aftermarket offerings to new and existing clients, prospecting and cultivating critical services relationships through the entire sales cycle, and achieving sales performance objectives.

CHARACTER QUALIFICATIONS:

1. Integrity – Is open, honest and committed to giving the straight story every time – even when not good.
2. Ownership – Takes full, personal, individual, responsibility for their actions and work.
3. Innovation – Creates a culture of relentless improvement of products and processes to make every day better.
4. Service – Serves our clients, families, communities, and most of all, our people who are empowered to and safe in making decisions and taking actions that dare to make us better.

ESSENTIAL DUTIES & RESPONSIBILITIES:

The Service Account Manager manages all inbound and outbound customer contacts related to sales opportunities for the entire Aftermarket Services portfolio and is responsible for the following:

1. Sales Performance- meet or exceed new business and profit goals. Track and improve order booking revenue, profit, and extraction rate in each service business segment.
2. Business Development- contact current and new customers and identify markets to qualify new sales opportunities, develop new accounts, and promote the Fives’ portfolio of aftermarket offerings.
3. Customer Service- respond as quickly as possible, think long term when dealing with customers, personalize client relationships and strive for high-quality service in order to facilitate lasting relationships, repeat business, and referrals.
4. Sales Planning- build sales growth plans, strategic account plans, detailed opportunity win strategies, annual sales budgets, and account review presentations for quarterly business reviews.
5. Client Relationship Management- manage the client relationship building strategy and activities with strategic/key accounts in partnership with Account Executives. Support and consult with Account Executives in maintaining ongoing and direct contact with client executives to act as a sounding board for small issues, build trust and credibility with clients, and grow client business base.
6. Negotiation- leverage client relationships to close deals, avoid conflict, and reach mutually beneficial outcomes while meeting profit goals.
7. Sales Materials & Presentations- develop and provide proposals, presentations, and related marketing materials. Make presentations to customers in a timely manner in response to requests for proposals/quotations.
8. Customer Engagement- develop and implement a Customer Centric Communication Plan by:
   1. Developing and implementing a Customer Satisfaction Index.
   2. Performing research and analysis on market intelligence and competitive benchmarking data.
   3. Conducting telemarketing for identified customer targets, markets, or programs.
   4. Follow-up phone calls to establish engagement with customers and ensure customer satisfaction.
   5. Performing account analysis to understand customer needs and enhance sales efforts.
   6. Assisting in development of promotional literature, creation and support of sales campaigns, and development of new service offerings and programs.
   7. Documenting and reviewing customer complaints regarding pricing, availability, and service.
   8. Maintaining customer records/files/feedback of sales calls, quote activity, orders and follow-ups.
9. Commercial Awareness- answer commercial or technical questions from customers regarding products, systems, markets, services, pricing, availability, or credit terms.
10. Sales Enablement- work with intra-company departments throughout the Service Sales process and follow all process requirements to communicate and qualify sales opportunities, develop estimates/proposals, conduct kick-off meetings, perform all necessary internal reviews, establish risk analysis, acquire pricing approvals and maintain sales pipeline records.
11. Sales Administration- track new business financial data, manage various other reporting functions, check with credit department regarding credit status of customers.
12. Teamwork- coordinate all interrelated sales activity with product and integration sales managers.
13. Channel Partnership- cultivate relationships, both personal and contractually, with North American Fives companies to construct a network that supports on-site services for US and Canadian customers.

The above is intended to describe the general content of and the requirements for the performance of this position.  It is not to be construed as an exhaustive statement of duties, responsibilities, or requirements.

QUALIFICATIONS:

Qualified candidates must have a proven track record of success in sales and customer service in addition to possessing a high-energy, strong desire to achieve top results with a charismatic, positive “can-do” approach over the phone and in person.

Education and/or Experience

1. Associate’s degree (AA) in Sales or Marketing; Bachelor’s degree (BA/BS) is preferred.
2. 2+ years related experience and/or training in sales, marketing, service, or customer service roles.
3. B2B sales experience, preferably in the material handling industry.

Language and Organizational Skills

1. Must have exceptional communication, interpersonal, and customer service skills.
2. Outstanding listener with excellent time management, organization, and presentation skills.
3. Ability to build and maintain business relationships with clientele, meet sales quotas, and deliver customer service excellence.
4. Experience with the principles and methods for promoting, selling, and negotiating products, services, and programs.
5. Ability to write speeches and articles for publication that conform to prescribed style and format.
6. Ability to effectively present information to top management, public groups, and/or boards of directors.
7. Ability to respond to common inquiries or complaints from customers, regulatory agencies, or members of the business community.
8. Ability to read, analyze, and interpret common scientific and technical journals, financial reports, and legal documents including contractual terms and conditions.
9. Must be able to work effectively with all levels of personnel within company.
10. Ability to define problems, collect data, establish facts, and draw valid conclusions.
11. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.
12. Strong aptitude for learning new products, systems, and processes quickly.
13. Computer savvy. (ability to navigate efficiently within systems)

Certificates, Licenses, Registrations

1. Valid driver’s license, ability to work in North American countries. 
2. A valid passport (or the ability to obtain one) is required, as is the ability to obtain visas to visit foreign countries in which one is required.

PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and talk or hear.  The employee frequently is required to stand and walk.  The employee is occasionally required to use hands to finger, handle, or feel; reach with hands and arms; climb or balance; and stoop, kneel, crouch, or crawl.  The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, distance vision, depth perception, and ability to adjust focus.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to moving mechanical parts.  The employee is occasionally exposed to risk of electrical shock.  The noise level in the work environment is usually moderate.

TRAVEL:

This position requires frequent business travel by airplane, car, and/or train and public transportation both domestically and internationally. The candidate must be capable of completing airplane trips of 10 or more hours when needed.  Estimated overnight travel is approximately 30-50% to customer facilities, tradeshows, vendor fairs and company offices. Capability of securing a rental car as part of the travel requirements is required.