Senior Client Relationship Manager

JOB OBJECTIVE: This position entails a sales-focused role with key responsibilities centered around the oversight of strategic (proactive) client accounts and a select number of reactive accounts, prioritizing the former. Responsibilities will also encompass mentorship, engagement in Branch-specific initiatives (Customer Interactions and, to a lesser extent, strategic planning) as collaboratively defined with the Regional/Associate Manager. Coverage of reactive accounts will involve delivering timely technical and sales assistance, while proactive account management will necessitate a forward-thinking approach that includes the formulation of a strategic plan and the cultivation of robust relationships within designated accounts. Additionally, there is an expectation to devise independent strategies (pricing rationale) at both the account level (PDP/Contracts) and individual contact level (Opportunities).

CORE DUTIES:

1. Sales Activities:

* Reactive Accounts: Address customer inquiries promptly and utilize the necessary resources (Technical Services, North America Marketing, Customer Service, Field Support Scientist, Global Clinical Collaborations Manager, Clinical Account Consultant, Strategic Collaborations Management Team, Strategic Product Manager, Strategic Business Unit, Elite Access, Research & Development, etc.) to ensure customer satisfaction. Leverage Helix where applicable.
* Proactive Accounts: Formulate a long-term strategic vision at the account level while nurturing in-depth relationships at the customer level, with the primary objective of identifying and collaborating with Key Opinion Leaders (KOLs). Utilize the appropriate resources (Technical Services, North America Marketing, Customer Service, Field Support Scientist, Global Clinical Collaborations Manager, Clinical Account Consultant, Strategic Collaborations Management Team, Strategic Product Manager, Strategic Business Unit, Elite Access, Research & Development, etc.) to ensure customer satisfaction while striving for sustained revenue growth over the long term. Champion Helix and other sales channels where suitable.

- Demonstrated capability to connect unique Promega solutions to meet and exceed customer business requirements. Apply tailored solutions and insights regarding unique (Custom/OEM/Elite Access products) offerings from Promega. Maintain high-quality relationships with internal R&D, marketing, and operations teams.
- Independently create opportunity-based pricing strategies at accounts (quotes, purchasing contracts with discount schedules, freezer programs, and stockroom/consignment). Collaborate with Promega business units to organize and conduct field-marketing initiatives such as workshops, focus groups, and beta testing programs to gather customer feedback.
- Collaborate with the Regional/Associate Manager to stay informed about competitive products to educate customers on the advantages of Promega technology. Share insights with your regional manager regarding competitive activities and report significant developments back to Promega.
- Through training and coaching, translate sales opportunities into actionable and detailed plans; demonstrate an understanding of the sales cycle (Funnel Management). Develop a clear sales strategy that includes specific action steps and milestones for managing the sales cycle from start to finish. Provide completed Blue and Green sheets along with a sales call plan prior to meetings.
- Work autonomously to create strategic and tactical account plans for your key accounts. This includes close collaboration and strong relationships with high-level procurement personnel, developing and maintaining account plans and contracts.

* Provide technical support through comprehensive knowledge of Promega's product range and effective communication of applications related to the products.
* Serve as a company representative to articulate opinions and viewpoints appropriately within and outside Promega. Advocate for relevant issues and deliver difficult decisions/messages when necessary.

2. Sales Tools (Outlook/CRM/PowerBI/LinkedIn/Showpad):

* Communicate effectively with customers by ensuring emails are thoughtful, proofread, and professional.
* Utilize Dashboards and CRM to prospect, generate reports, and analyze results effectively. Maintain accurate notes in CRM and reassign customers to their appropriate accounts when they transition.
* Adhere to branch initiatives by maintaining focus on the sales process and associated performance metrics.
* Actively advocate for and provide feedback on sales processes.

3. Branch Initiatives:

Customer Interactions: Collaborate with relevant resources (Strategic Product Manager, Strategic Business Unit, Strategic Collaborations Management Team, North America Marketing, etc.) for alpha/beta testing opportunities as well as marketing campaigns (including webinars)
* Strategic Planning: Collaborate with the Management team on strategies that will impact the North American Branch (e.g., COVID allocation teams). This may also include serving as a Subject Matter Expert based on skillset.

4. Mentorship:

Proactively engage with newer colleagues to assist them with skill development and other growth areas.

5. Continuous Improvement

Maintain a working Individual Development Plan (IDP).
* Complete Annual Assessment with Regional Manager.
* Seek out training opportunities relevant to your role.

6. Demonstrates inclusion through their own words and actions and is accountable for a safe workspace. Acts with kindness, curiosity, and respect for others.

7. Embracing and being open to incorporating Promega's 6 Emotional & Social Intelligence (ESI) core principles in daily work.

8. Understands and complies with ethical, legal, and regulatory requirements applicable to our business.

KEY QUALIFICATIONS:

1. Minimum B.S. or B.A. degree (M.S. /Ph.D. preferred) in Life Sciences with a focus on hands-on laboratory experience in Molecular Biology, Cell Biology, and/or Protein Biochemistry.

2. Minimum 5+ years' experience in a sales environment, or equivalent.

3. Strives to incorporate the Core Emotional Social Intelligence (ESI) Principles in their position (Check in with yourself, listen with empathy, Enhance self-esteem, Look for the good, with discernment, encourage diverse perspectives and Use courage and compassion to say what needs to be said).

4. Flexible in handling change, meeting a standard of excellence, persistent in pursuing goals despite obstacles and setbacks. Self-awareness of how behaviors can affect our colleagues. Keeping disruptive emotions and impulses in check, sensing others' feelings and perspectives to advocate and voice opinions and viewpoints appropriately within and outside Promega.

5. Independently motivated and works well with others.

6. Excellent communication skills (oral/written).

7. Excellent organizational skills.

8. Strong commitment to customer service. Excellent communication, strong analytical and conflict resolution ability.

9. Knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook), e-mail, and the use of the Internet.

10. Must possess a valid driver's license.

PHYSICAL DEMANDS:

1. Ability to use a computer/Microsoft Office applications.

2. Ability to travel to meetings as needed.

At Promega, we value diversity and strive to create an inclusive workplace. We are proud to be an Equal Opportunity Employer, making employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability, or any other protected class.