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[Expired] CRM Solutions Manager, Inside Sales (Existing Business Retention) - IT MNC

ADROIT HR PROFESSIONAL
Posted On :26 Sep 2013

 

Job Summary

  • Salary:   Undisclosed
  • Work Type: Permanent / Full Time, Contract
  • Min. Education Level: Degree
  • Field of Study: Business, Business Information Technology
  • Years of Experience: 8
  • Skills: Account or relationship management experience, ability to develop trusted advisor relationships and respond effectively to customer questions, Strong phone based inside sales business development and prospecting skills, Strategic approach to selling solutions positioned to solve customer issues

Job Descriptions

(Asian Language with English Bilingual highly preferred)

Language skills: Candidates must be fluent in English and at least another Asian language i.e. Thai or Vietnamese, Chinese, Korean, Hindi, Tamil, Bahasa Melayu, Bahasa Indonesa, Japanese ect.

 

A fortune 500 company, Leading IT & Software Development Company in the world with over 30 branches in Asia is now expanding and looking for dedicated individuals to join their prestigious company.

   

 

 CRM Solutions Manager, Inside Sales

(Dynamics Business Solutions, Retention)    

 

Overview of Role

The Dynamics Business Solutions Existing Customer Inside Sales team is a strategic telesales resource designed to secure and grow the Dynamics existing customer business, focusing on renewing and retaining existing customers, optimising customer deployments, expanding licence sales, and driving customer satisfaction. The CRM Online Concierge role is focused on customers in the Corporate Territory Managed and Small & Medium Unmanaged Business segments to assist with CRM Online product adoption and retention. The primary function of the role is to support existing CRM Online customers throughout their lifecycle focusing on Welcome, Deploy, Expand, Renew & Lapsed phases to maximise the customer’s benefit from the solution and secure the annuity revenue stream.

 

Key Accountabilities

Job activities will include, but are not limited to:

  • Making proactive calls to customers to understand their progress with CRM deployment and encourage renewal aligned to a Customer Lifecycle Management rhythm
  • Assisting customers with guidance regarding successful deployment and utilisation of CRM. This may include escalations to support teams and partners as appropriate
  • Engaging in win-back efforts of churn customers
  • Using license utilisation data to identify at-risk customers and help drive product adoption
  • Working with partners to improve customer adoption and retention
  • Engaging with local operational and finance teams to ensure that customers get the best possible service and avoid customer service interruptions
  • Understanding and resolving customer escalations & recovering customer loyalty through response and mitigation
  • Engaging in customer satisfaction interviews and escalation follow through

 

Success Criteria

Success is measured by achievement of key performance targets including:

  • Reduced customer churn rates
  • Reduced incidence of customer and partner escalations
  • Seat adds growth from the installed base
  • Improved customer satisfaction scores
  • Improved partner attach rates to online customers
  • Bachelor’s degree required; Masters preferred or comparable post graduate work experience
  • Sales methodology certification (e.g., Miller Heiman, SPIN, Holden, etc.) preferred
  • 8+ years enterprise sales experience selling technology-based solutions
    • Account or relationship management experience, ability to develop trusted advisor relationships and respond effectively to customer questions
    • Skilled at developing deep customer business relationships and selling solutions to senior IT and executive level business decision makers
    • Strategic approach to selling solutions positioned to solve customer issues
    • Strong phone based inside sales business development and prospecting skills
    • Formal training in Solution Selling methodology or comparable consultative selling program expected
    • Experience selling through a partner channel and demonstrated skills to effectively leverage partners to advance the sales cycle and achieve greater customer scale
    • Deep sales and technical understanding of the CRM Online solutions.
    • Knowledge of Microsoft competitors’ products and selling strategies
    • Ability to think and act independently to meet the customer needs and expectations
    • Demonstrated communication skills including clear and concise verbal and written business communication; strong listening skills; ability to probe for business pains and opportunities
    • Demonstrated negotiation and conflict resolution skills
    • Proficient in use of Microsoft client applications and CRM systems
    • Ability to work as an overlay resources in a collaborative team environment

 

Qualifications/Experience

  • Bachelor’s degree required; Masters preferred or comparable post graduate work experience
  • Sales methodology certification (e.g., Miller Heiman, SPIN, Holden, etc.) preferred
  • 8+ years enterprise sales experience selling technology-based solutions
  • Account or relationship management experience, ability to develop trusted advisor relationships and respond effectively to customer questions
  • Skilled at developing deep customer business relationships and selling solutions to senior IT and executive level business decision makers
  • Strategic approach to selling solutions positioned to solve customer issues
  • Strong phone based inside sales business development and prospecting skills
  • Formal training in Solution Selling methodology or comparable consultative selling program expected
  • Experience selling through a partner channel and demonstrated skills to effectively leverage partners to advance the sales cycle and achieve greater customer scale
  • Deep sales and technical understanding of the CRM Online solutions.
  • Knowledge of competitors’ products and selling strategies
  • Ability to think and act independently to meet the customer needs and expectations
  • Demonstrated communication skills including clear and concise verbal and written business communication; strong listening skills; ability to probe for business pains and opportunities
  • Demonstrated negotiation and conflict resolution skills
  • Proficient in use of Microsoft client applications and CRM systems
  • Ability to work as an overlay resources in a collaborative team environment

   

  

 

Should you be interested, kindly forward a detailed copy of your resume in MSWord to career@adroitcareer.com.sg or hr@adroitcareer.com.sg

 

Please also feel free to visit our website http://www.adroitcareer.com.sg to view and receive updates on our latest positions. 
 

Please include the following details in your resume:
(1) Personal details such as full name as in NRIC, NRIC, nationality, contact address, numbers and email and date of birth(2) Reasons for leaving your current and previous employment(s)
(3) Current / last drawn and expected salaries
(4) Availability / Notice Period required
(5) At least 2 names and contact numbers of relevant reference persons relating to your previous employment/s.
 
We thank you in advance for your application and will get in touch with you as soon as possible should you be short-listed.



About This Company

Adroit Career Services is a one-stop service provider that aims to provide the most "PERSONALISED" solutions to all your recruitment needs. We are dedicated to provide an all-rounded service with a high level of personal touch and to secure a best fit to all your recruitment and career needs......

 

ADROIT CAREER SERVICES

(02C4287)

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