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.