Aspect is a global software and IT services firm specializing in applying Microsoft unified communications and collaboration to help customers achieve optimal results through enhanced business processes across the enterprise and in the contact center. Aspect provides IT consulting, integration services and business applications. For more information, visit www.aspect.com. Follow Aspect on Twitter at http://www.twitter.com/AspectUC.
GENERAL SCOPE & SUMMARY
Responsible for selling the company’s services (e.g., maintenance and service contracts); Responsibility may also include engaging on new business opportunities via the tender and new business process. May work within an account team to help generate new accounts and/or expands existing accounts within an established geographic territory, industry, product segment, or channel. Responsible for generating service revenue by driving and closing sale of company service/maintenance contracts. Proposes, manages and executes customer contracts to drive product penetration and services revenue. Creates and delivers services sales strategies and leverages service offerings to address customer needs. Works with legal, development, support and partner organizations.
PRIMARY ROLE & RESPONSIBILITIES
Develop and build relationship with assigned customers/channel partners and internal Aspect groups.
Collaboratively maintain information flow with sales, support managers and other Aspect internal organizations with regards to customer account action and needs.
Collaborate with sales, support managers and other Aspect internal organizations to ensure required Aspect and client documentation is accurate, accessible and included as necessary.
Involve in all negotiations regarding pricing, terms and conditions and support deliverables, including potential new business opportunities..
Contact customer and review maintenance renewal quotation for requirements and accuracy.
Escalate renewal issues as required.
Maintain billing Forecast and Lost Business spreadsheet.
Ensure receipt of required documents for processing renewals (purchase order & signed contract)
Manage customer support hold process and advise CSA when accounts need to receive notification letters.
Review maintenance renewal information prepared by CSA.
Act as mentor and or team leader for new starters in roles S3 to S5.
Undertake Oracle quotation updates (combining all sites into 1 quote, etc.).
Populate the quotation tool with install base information from the Oracle quotation.
Establish business plan with Account execs for top 5 revenue accounts.
Establish monthly or quarterly meetings with Account Manager(s) to review account status.
Is a subject matter expert on departmental processes and policies and backline research.
Act as induction training resource for all new S3 to S5 grade Support Sales staff.
SPECIALIZED KNOWLEDGE & SKILLS
Demonstrated competency in sales of company products and services
Strong customer service and teamwork skills. Professional demeanor to maintain and enhance relationships.
With wide-ranging experience, resolves complex issues in creative and effective ways. Demonstrated competency in Aspect systems and processes around Support Sales.
Ability to use professional concepts in accordance with company objectives to solve complex problems in creative and effective ways. Deliver assignments without considerable direction.
Ability to develop resolutions to complex problems where analyses of situations or data require an in-depth evaluation of various factors and the frequent use of creativity. Ability to exercise judgment within broadly defined practices and policies in selecting methods, techniques and evaluation criteria for obtaining results.
Ability to communicate complex information and processes to customers, Aspect staff and partners.
Strong customer service and teamwork skills.
Professional demeanor to maintain and enhance relationships.
Mentoring/Team leadership skills with junior staff.
Works on renewals of higher complexity and higher values.
Demonstrated ability to learn and pass on learning experiences to lower grade staff.
Ability to work with lower levels of supervision.
Good customer facing skills and advanced objection handling skills.
Proven ability to be able to translate complex back end systems data to customer readable documentation
8 – 12 years relevant sales experience.
High level of numeracy.
Bachelor's degree in relevant field or equivalent experience.
Ability to pass a background check may also be required.
Physical requirements include sitting for long periods of time.
Needs the ability to travel off-site to perform the job role.
Bilingual- Spanish/English required*
Aspect Software Inc. - 19 months ago