Associate Client Support Technician

4 weeks ago

Seattle, United States Triton Technical Full time
Job DescriptionJob Description

Purpose:

The purpose of this position is to support the vision of the Client Services department and the client experience, through effectively managing sales opportunities. This includes initial requirements gathering, client connection and management, and following sales processes to ensure client satisfaction is realized. Working with clients in the day-to-day sales process, working within the flow of the Client Services team, providing client related status, escalations and insight into client needs and perspectives that are needed to stay engaged with and manage the client experience.

Primary Responsibilities

The primary goal of Client Services is to ensure the highest quality service for our clients. This entails:

  • Initial acknowledgement of client requests or sales opportunities.
    • Initial client communication. (Introduction phase)
  • Oversee the progress of initial client contact/requests.
    • Ensure sales opportunities are tracked effectively.
    • Client responses are made in a timely, consistent, and positive manner.
  • Ensure client follow-ups meet defined expectations and next steps.
    • Qualification: Determine the best next step. i.e., can this be resolved as a simple parts sale of do we need to turn the request into a mini-project or project.
    • Determine if or when we need to involve a sales engineer, client support, or the project team to best support the sale or support process.
  • Support and develop client relationships.

Essential Duties

  • Manage and track sales transactions.
  • Process equipment repair claims.
  • Coordination with supporting teams - Logistics, Client Support, Engineering, Project Management and Accounting.
  • Coordination with outside/vendor teams to gather information on products and services.
  • Research product lead times, pricing, availability, etc....
  • Use information gathered internal and external resources to compile sound quotes/proposals.
  • Write sales related technical content.
  • Produce accurate sales figures and pricing for proposals.
  • Ensure proposals and quotes meet marketing guidelines.
  • Client follow-up and issue tracking.
  • Other duties as assigned.

Qualifications of a Successful Candidate

Personality/Skills

  • Has a positive presence
  • Strong customer focus.
  • Enjoys the challenge of unfamiliar opportunities.
  • Quick to learn and a creative problem solver.
  • Relentlessly dedicated to quality, team and closing the sale.
  • Unwaveringly high standards.
  • Maintains composure under pressure and performs with tight deadlines.
  • Communicates effectively with influential people.
  • Self-managed, independent, and flexible.
  • Knows when collaboration yields more desirable results than independence.
  • Maintains confidentiality of sensitive information.

Talent

  • Ability to juggle multiple tasks simultaneously while keeping details, deadlines, and priorities in focus.
  • Consistent exercise of independent judgment and discretion in matters of significance.
  • Ability to persuasively convey a message and achieve an objective.
  • Superb communication skills.
  • Highly efficient with electronic communication methods.
  • Moderate to advanced Excel skills.

Experience/Requirements

  • Support the development of a sales request to completion: Initial contact, quote presentation, and acceptance.
  • Experience in sales coordination and service operations or other like roles.
  • Sales models, client management/support, and systems that support sales processes.
  • 2+ Years in sales and client management/support role.
  • 2+ Years selling technologies and solutions.
  • Ability to work overtime when required.

Experience Desired

  • Development and acceptance of proposals by high profile clients totaling over 250K+ dollars.
  • 3+ years in sales and client management/support role.
  • 3+ years selling technologies, technology solutions, and system integrations


Job Posted by ApplicantPro

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