Description
Title: Sales and Market Specialist - WA
Location: Bothell, WA
Rate: $18.83 - $22.23/hr on w2 without benefits
Duration: 13 months (with possible extension)
Role Description:
- Manage and support the conversion of orders and customer relationships for a large customer conversion. This person will be responsible for converting customers, upselling new features and managing customer escalations as they arise. This person will be actively involved in problem resolution.
Specific Responsibilities
- Manage the 6 Limited Edition sites planned prior to release
- Manage the Backlog Conversion for Monoplane and Biplane systems
- Support the sales team in customer escalations that results in the backlog conversion.
- Work closely with Order Management on cancel/rebook process for conversions.
- Upsell the pro features to customers, where appropriate.
- Manage make rights as it related to backlog conversion
- Support sales and Marketing in communication to Frozen period customers
CRITICAL LINKAGES
- Sales Support
- Sales Team
- Order Management
- BIU
- Marketing
Reporting Relationships
- Reports to: Director Market Support
Skills
- Excellent customer service skills
- Proven communication skills and ability to influence colleagues and customers
- Highly organized and ability to manage a fast paced, high stress environment
- Excel expertise
- Collaborative mindset to work with cross-section of sales, marketing, and analytics resources
- Product technical/clinical and market expertise
Experience Required
- Bachelor's degree in relevant field, MBA helpful.
- 5-8 years customer service experience
- Inside sales experience helpful
- Experience with SFDC helpful
Grading Criteria
- Complexity of products/customer segments: Medium
- Level of technical and/or clinical expertise: low
- Organization, customer service and communication expertise: High
Performance Metrics
- Conversion Rate
- Pro feature capture rate
- Order Management coordination
- Customer satisfaction