Transcat is looking to drive sustainable organic revenue growth within assigned lab territories by transforming customer relationships and achieving a higher level of customer intimacy and ease of doing business, leading to increased trust and loyalty.
Requirements
- Experience with CRM software (e.g., Salesforce) and data analysis tools
- Strong understanding of the company's products and services or proven ability to quickly and understand and absorb new technical information
- Ability to analyze data and draw meaningful insights
Responsibilities
- Analyze customer and regional business data to identify risks, trends, and opportunities to expand revenue within current and new service tracks
- Understand customer and regional sector needs, opportunities, and pain points to identify opportunities for relationship expansion and revenue and Service track growth
- Gather and analyze customer feedback to inform continuous improvement efforts
- Understand each lab’s regional business market and competitive landscape (strengths, weaknesses, benefits), analyze market trends and competitive activity to identify new opportunities
- Fully utilize Salesforce and leverage its capabilities to drive sales and improve customer service (e.g., manage leads, track customer interactions, build and maintain relationships with customers, track communications and sales performance in accordance with Transcat processes, identify trends, make data-driven decisions, generate reports on key metrics, such as sales pipeline, outreach, conversion rates, customer lifetime value, and activities related to building knowledge of market opportunities, size of market, potential targets and channel opportunities, competitors, lead generation, and prospecting)
- Record all activities and updates in Salesforce, including performing Salesforce hygiene to ensure accuracy, completeness, and consistency of data, which involves cleaning, updating, and maintaining data to improve its quality and reliability
- Prepare and present regular reports and updates (orally and/or in writing, as directed) on retention/growth/new business/channel performance and opportunities
Other
- Develop and execute regional customer retention and growth strategies aligned with company revenue and Service channel sales goals
- Proactively engage with current, new, and at-risk regional customers through face-to-face interactions and personalized communication
- Build strong relationships with key customers and prospects within the region through methodical, personalized, and consistent customer attention, engagement, and service
- Address customer concerns/questions promptly and effectively, ensuring customer satisfaction
- Collaborate with cross-functional teams (e.g., Operations, Customer Service Coordinators (CSR), product development, marketing) to improve the quality of the customer experience and facilitate ease of doing business
- Identify and implement initiatives to enhance customer loyalty and satisfaction
- Identify and pursue new market opportunities, customer segments, and Service channels
- Develop and proactively execute new customer sales strategies to attract new customers to each lab, across Transcat’s portfolio of Service offerings
- Ensure full understanding of assigned lab(s) capabilities and lab-identified opportunities by creating and maintaining a positive relationship with the Lab Manager and maintaining a cadence of communications and lab visits that allow for regular knowledge transfer
- Visit customers and prospective customers with the Lab Manager to create customer intimacy and loyalty and showcase the Lab Manager’s technical knowledge
- Advise Lab Manager of sales strategies and results; work with Lab Manager to evaluate results and develop modified and new approaches to current and new customer retention and growth
- Partner with the lab’s Lab Manager, Account Development Manager (ADM) and Customer Service Representative (CSR) to provide and ensure the highest level of customer service and the maximum focus on expansion of business with current customers and attraction of new customers
- Participate in Monthly/Quarterly internal lab reviews with Sales and Operations leadership
- Serve as a key member of the team (Regional leader, Lab Manager, and BDM) that reports to members of the executive team on the current state of the lab’s customer and regional portfolio and projected wins and revenue.
- Manage sales activities in assigned geographic markets, including providing feedback to colleagues, including Lab Manager, ADMs and CSRs regarding sales approaches and efforts
- Provide coaching, guidance, and support to team members
- Motivate and inspire the team to achieve retention and current and new customer growth and channel goals
- Customer centric mindset
- Relationship builder
- Strong oral and written communicator, with exceptional rapport and relationship-building skills
- Driven to achieve results
- Adaptable/flexible
- Proactive and solution-oriented approach to challenges
- Developed sales skills with particular emphasis on the generation of thorough and accurate customer needs assessments, solution development, and gaining/maintaining customer commitment
- Effective negotiating skills
- Ability to sell to multiple levels and constituencies within customer organizations
- Ability to develop and implement comprehensive territory sales plans with clearly defined objectives, strategies, and tactics
- Team player and collaborator
- Bachelor's degree in business, marketing, or a related field
- 5+ years of successful experience in customer retention, account management, or a related customer-centric role in a highly competitive market sector
- Infrequent national travel outside the region may be needed for company-wide initiatives and meetings
- Regular travel within region required
