Senior Global Service Contract Account Manager, LTG

diasorinsp•Austin, TX

1d•$85,000 - $125,000

About The Position

The Senior Service Contracts Account Manager will be responsible for managing and expanding recurring Service revenue within an assigned business segment and region. This role is integral to the Service Sales team's ability to achieve annual revenue targets. The position aims to increase customer satisfaction by capturing potential customer challenges and passing this information to the Luminex support team, contributing to their successful adoption of Luminex technologies. The role requires maintaining and responding to communication with multiple departments and resources to ensure customer needs are met. Accuracy of contract information in databases must be maintained. The Senior Service Contracts Account Manager will align closely with current marketing activities to enhance the success of marketing campaigns and support new product launches. This role will manage the process for annual updates to Service Sales datasheets and work closely with the Global Service Sales Manager on annual Revenue planning. Feedback on pricing models and discounting structures for Service Agreements will be provided annually or as needed. The position is also responsible for maintaining and providing onboarding programs for internal customer-facing teams to support education and understanding of inter-related Service Sales processes.

Requirements

Bachelor's Degree or equivalent experience
Minimum 5 years of Service/Field Sales or Sales Support experience
Minimum of 5 years Customer Service or related experience
Minimum of 5 years working experience in a customer facing role
Experience working independently in a fast-paced environment with rapidly changing priorities
A proven track record for selling similar products in their job history
Experience with an ERP system; Oracle and Salesforce.com preferred
Ability to effectively work independently and with minimal supervision
Ability to handle the pressure of meeting tight deadlines
Ability to meet and exceed revenue targets
Highly organized with proven time management and prioritization skills, proven ability to multitask
Strong problem solving skills with extreme attention to detail
Ability to work within cross-functional teams to successfully complete projects/tasks on time
Ability to communicate effectively and in a timely fashion with Customers

Nice To Haves

Oracle and Salesforce.com experience preferred

Responsibilities

Manage and expand the recurring Service revenue within an assigned business segment and region.
Increase customer satisfaction, capturing potential customer challenges, passing information to the Luminex support team and contributing to their successful adoption of Luminex technologies.
Maintain and respond to communication with multiple departments and resources to ensure customer needs are met.
Ensure the accuracy of contract information is maintained in databases.
Align closely with the current marketing activities to enhance the success of marketing campaigns and support the launch of new products.
Manage process for annual updates to Service Sales datasheets, or as needed.
Work closely with Global Service Sales Manager on annual Revenue planning.
Provide feedback on pricing models and discounting structures for Service Agreements, annually or on an as needed basis.
Maintain and provide onboarding programs for internal customer facing teams in order to support education and understanding of inter-related Service Sales processes.
Manage the Salesforce.com contract renewal process to ensure instrument coverage is correctly identified, order management and billing information is accurately entered, and revenue recognition occurs appropriately.
Ensure service coverage associated with Reagent Rental instruments is maintained and meets contractual obligations by working with associated Business Teams.
Handle day-to-day customer communication and problem resolution to complete contract renewal.
Collaborate with Order Management and Finance teams to ensure accuracy of information in Oracle.
Support the Technical Support team in resolving customer issues or needs and facilitate updates to coverage in Salesforce.com.
Identify and communicate SFDC improvements & functionalities to Service Sales Manager for increased customer support or process efficiencies.
Engage with the Corporate Legal team to understand and negotiate Service Agreement terms and conditions for non-conforming language requested by customers.
Collaborate with Product Managers to ensure service is understood and corresponding physical/web content is accurate.
Interact with various internal and external groups to resolve customer sensitive issues.
Maintain and track activities within the Salesforce.com platform to ensure metric reporting accuracy.
Utilize Salesforce dashboards and reports to analyze sales trends.
Manage preventive maintenance scheduling as dictated by contractual obligations.
Provide support and guidance for other Service Sales Account Managers, when needed.
Identify process inefficiencies and provide recommended solutions.
Manage 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 the customer base.
Create, submit, and follow up on 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.
Provide quarterly and annual forecast updates for Service sales revenue to Global Service Sales Manager.
Identify opportunities, understand the purchaser's buying cycle, ask for the sale, and facilitate the hand-off of qualified leads to field sales representatives.
Manage pipeline to achieve or exceed revenue targets for service and other revenue goals within the Service team.
Identify strategic product offerings or other potential opportunities for incremental Service Sales revenue.
Collaborate with key customers or partners to identify and address specific needs.
Participate in field Sales calls, as needed.