JOB SUMMARY

The Senior Service Contracts Account Manager will be responsible for-

Manage and expand the recurring Service revenue within an assigned business segment and region; the Senior Service Contracts Account Manager is an integral part of the Service Sales team's ability to achieve annual revenue targets. Increase customer satisfaction, capturing potential customer challenges, passing information to the Luminex support team and contributing to their successful adoption of Luminex technologies. Maintain and respond to communication with multiple departments and resources to ensure customer needs are met. Ensure the accuracy of contract information is maintained in databases. Align closely with the current marketing activities to enhance the success of marketing campaigns and support the launch of new products. Manage process for annual updates to Service Sales datasheets, or as needed. Work closely with Global Service Sales Manager on annual Revenue planning. Provide feedback on pricing models and discounting structures for Service Agreements, annually or on an as needed basis. Maintain and provide onboarding programs for internal customer facing teams in order to support education and understanding of inter-related Service Sales processes.

Key Responsibilities and Duties

• Contract Management Activities include:
• Management of the Salesforce.com contract renewal process to ensure
  • Instrument coverage is correctly identified
  • Order Management and Billing information is accurately entered
• Revenue recognition occurs appropriately
• Where applicable, ensure service coverage associated with Reagent Rental instruments is maintained and meets contractual obligations by working with associated Business Teams
• Day to day customer communication and problem resolution to complete contract renewal
• Collaborate with Order Management and Finance teams, when needed, to ensure accuracy of information in Oracle
• Support Technical Support team in resolving any customer reported issues or needs; facilitate updates to coverage in Salesforce.com, as needed
• Identify and communicate SFDC improvements & functionalities to Service Sales Manager which would allow for increased customer support or process efficiencies
• Engage with Corporate Legal team to understand and negotiate Service Agreement terms and conditions for non-conforming language requested by customers
• Collaborate with Product Managers to ensure that service is understood & that corresponding physical/web content is accurate
• Interact with various internal and external groups to resolve customer sensitive issues
• Increase customer satisfaction through consistent contact with existing customers, capturing potential customer challenges, passing information to the Luminex support team and contributing to their successful adoption of Luminex technologies
• Maintain and track activities within the Salesforce.com platform to ensure metric reporting accuracy
• Utilize Salesforce dashboards and reports to analyze sales trends
• Manage preventive maintenance scheduling as dictated by contractual obligations
• Provide support and guidance for other Service Sales Account Managers, when needed
• Identify process inefficiencies and provide recommended solutions

• Direct Selling Activities include:
  • Overall management of the existing Service Level Agreement and Warranty business for Luminex, within an assigned business segment and region
  • Provide written and verbal communication of service offerings to customer base
  • Creation, submission and follow up of renewal notifications for existing service agreements and expiring warranties
  • Contact customers with instruments not currently under service
• Manage and maintain the business processes and revenue expectations for the service product line to achieve annual revenue targets
• Provide quarterly and annual forecast updates for Service sales revenue to Global Service Sales Manager
• Identify opportunities, understanding the purchasers buying cycle, asking for the sale and facilitate the hand-off of qualified leads to field sales representatives.
• Management of pipeline to achieve or exceed revenue targets for service and other revenue goals within the Service team
• Identify strategic products offerings or other potential opportunities for incremental Service Sales revenue
• Collaborate with key customers or partners to identify and address specific needs
• Participate in field Sales calls, as needed

QUALIFICATIONS

• Bachelor's Degree or equivalent experience
• Minimum 5 years of Service/Field Sales or Sales Support experience
• Minimum of 5 years Customer Service or related experience
• Minimum of 5 years working experience in a customer facing role
• Experience working independently in a fast-paced environment with rapidly changing priorities
• A proven track record for selling similar products in their job history
• Experience with an ERP system; Oracle and Salesforce.com preferred
• Ability to effectively work independently and with minimal supervision
• Ability to handle the pressure of meeting tight deadlines
• Ability to meet and exceed revenue targets
• Highly organized with proven time management and prioritization skills, proven ability to multitask
• Strong problem solving skills with extreme attention to detail
• Ability to work within cross-functional teams to successfully complete projects/tasks on time
• Ability to communicate effectively and in a timely fashion with Customers

What We Offer

The annual salary range for this position is $85,000 - $125,000 USD. The salary range for this role represents the numerous factors considered in the hiring decisions including, but not limited to, educations, skills, work experience, certifications, etc. Beyond base salary, Diasorin offers a competitive rewards package focused on your overall well-being. We are proud to offer a comprehensive plan of health benefits, retirement and financial wellbeing, time off programs, wellbeing support and perks. Benefits may vary by role, country, region, union status, and other employment status factors. You may also be eligible to participate in an annual incentive program. An incentive award, if any, depends on various factors, including, individual and organizational performance.