At ServiceSource, we strive to find and grow exceptional people like you.
Working at ServiceSource, you will be a part of an engaging, energetic, and entrepreneurial work environment while having the stability and influence of a nearly 20-year industry leader behind you.
ServiceSource is a place where you can GROW, both personally and professionally, while expanding your skills in sales, customer success and people management.
Responsible for demonstrating the value and benefits of our low to moderately complex client’s products or services through customer engagement, with a primary focus on selling and/or renewing contracts. Depending on client engagement, could include lead qualification, lead conversion, health checks, voice of the customer, and/or revenue retention motions (product/service contract renewals, extension, upsell and expansion). Serves an assigned territory/client with low to moderate variables in geography and/or customer complexity. Responsible for developing a good level of product or service knowledge to support low to moderate customer questions and promote offerings. This role is responsible for effectively articulating the value of products or services to customers. Makes and receives calls with the intent of selling products/services or renewing existing contracts. May respond to low to moderate customer inquiries by following standard scripts and procedures. Confirms competitiveness of client's maintenance contracts and works towards assigned contract revenue goals. Understands and captures the voice of the customer for assigned client. Duties
Duties and Responsibilities:
Achieve your revenue-based quota by selling renewals/products/services, may offer upsell opportunities when applicable
Work within dedicated territory for established client
Provide accurate weekly/ monthly/ quarterly sales forecast
Mastery of product knowledge and technical understanding of products and services to effectively assess client needs and requirements
Successfully promote products or services for established client
Guide customers through onboarding after product purchase and promote strategic adoption of product(s) enhancing the customer experience, establishing optimal usage behaviors and accelerating the customer's time to value
Utilize data to identify ‘at risk’ and adoption opportunities
Initiate steps as needed to remediate customer concerns/roadblocks prohibiting satisfaction or product usage
Manage external competitive pressures and effectively handle objections to retain customers or win new customers
Manage high volume of customer contacts through phone and email each day – majority of communication is outbound
Ensure high level of professionalism during all interactions with customers and prospects
Effectively partner and build strong business relationships with both internal and external stakeholders to ensure customer expectations are met
Collaborate with cross functional teams and management to optimize sales processes, systems and achieve a superior customer experience
Maintain the customer management system (CRM) to ensure all relevant data is captured in a timely manner
Other duties, as assigned and necessary
Bachelor’s degree preferred
Prior experience working in a customer service or sales capacity preferred
Ability to effectively communicate with customers in a fast-paced environment while developing positive customer relationships
Prior experience in high volume calling preferred
Aptitude to learn and optimize new technology and data
Problem solving skills
Excellent knowledge of MS Office programs
Excellent communication skills (verbal, written)
Experience working with Salesforce.com or similar CRM preferred
Proven success in the management of multiple priorities effectively
Accountability - Competent
Effective Communication - Developing
Resilience, Curiosity, & Adaptability - Developing
Integrity - Competent
Coachability - Competent
Diversity and Inclusion - Developing
Team Player - Developing
Emotional Intelligence - Developing
Critical Thinking - Developing
Customer Focus – Competent
Diagnostic Information Gathering - Competent
Initiative - Developing · Manage Execution – Developing
Business Acumen - Developing
This position has no supervisory responsibilities.
No travel is expected for this position.
This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, etc.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle or feel; and reach with hands and arms.