Service Contracts Accounts Manager
The Service Contracts Account Manager will be responsible for:
• Managing and expanding the recurring Service revenue within an assigned business segment and region; the Service Contracts Account Manager is an integral part of the Service Sales team's ability to achieve annual revenue targets
• Increasing customer satisfaction, capturing potential customer challenges, passing information to the Luminex support team and contributing to their successful adoption of Luminex technologies.
• Maintaining and responding to communication with multiple departments and resources to ensure customer needs are met.
• Ensuring the accuracy of contract information is maintained in databases
What you will do
- Contract Management Activities
- Management of the Salesforce.com contract renewal process to ensure
- Instrument coverage is correctly identified
- Order Management and Billing information is accurately entered
- Revenue recognition occurs appropriately
- Where applicable, ensure service coverage associated with Reagent Rental instruments is maintained and meets contractual obligations by working with associated Business Teams
- Day to day customer communication and problem resolution to complete contract renewal
- Collaborate with Order Management and Finance teams, when needed, to ensure accuracy of information in Oracle
- Support Technical Support team in resolving any customer reported issues or needs; facilitate updates to coverage in Salesforce.com, as needed
- Engage with Corporate Legal team to understand and negotiate Service Agreement terms and conditions for non-conforming language requested by customers.
- Interact with various internal and external groups to resolve customer sensitive issues
- Increase customer satisfaction through consistent contact with existing customers, capturing potential customer challenges, passing information to the Luminex support team and contributing to their successful adoption of Luminex technologies
- Maintain and track activities within the Salesforce.com platform to ensure metric reporting accuracy
- Manage preventive maintenance scheduling as dictated by contractual obligations
- Direct Selling Activities
- Overall management of the existing Service Level Agreement and Warranty business for Luminex, within an assigned business segment and region
- Provide written and verbal communication of service offerings to customer base
- Creation, submission and follow up of renewal notifications for existing service agreements and expiring warranties
- Contact customers with instruments not currently under service
- Manage and maintain the business processes and revenue expectations for the service product line to achieve annual revenue targets
- Identify opportunities, understanding the purchasers buying cycle, asking for the sale and facilitate the hand-off of qualified leads to field sales representatives.
- Management of pipeline to achieve or exceed revenue targets for service and other revenue goals within the Service team
- Participate in field Sales calls, as needed
- Other duties as assigned
Education Qualifications
- Bachelor's Degree preferred
Experience Qualifications
- 3+ Years Service/Field Sales or Sales Support experience required
- 3+ Years working experience in a customer facing role required
- 3+ Years Customer Service or related experience required
- 3+ Years Experience working independently in a fast-paced environment with rapidly changing priorities required
Training and Skills
- Ability to effectively work independently and with minimal supervision (High proficiency)
- Ability to handle the pressure of meeting tight deadlines (High proficiency)
- Ability to meet and exceed revenue targets (High proficiency)
- Highly organized with proven time management and prioritization skills, proven ability to multitask (High proficiency)
- Strong problem solving skills with extreme attention to detail (High proficiency)
- Ability to work within cross-functional teams to successfully complete projects/tasks on time (High proficiency)
- Ability to communicate effectively and in a timely fashion with Customers (High proficiency)
- Self-starter, enthusiastic, and team-oriented (High proficiency)
- Detail oriented with excellent oral and written communication skills (High proficiency)
- Familiarity with an ERP system; Oracle and Salesforce.com preferred (Medium proficiency)
- Self-confident and strong work ethic (Medium proficiency)
Travel Requirements
- 10% Travel may be required