Description
The Customer Engagement Representative is responsible for supporting the outside team by working with smaller or less active customers. The Customer Engagement Representative will also perform administrative tasks as assigned by their outside Customer Engagement team. A successful Customer Engagement Representative is viewed as a strategic partner to the firm’s clients.
This individual focuses on driving new business from existing customers with emphasis on the long-term growth and success of the customer’s business. Expanding the Innovia product portfolio within existing client accounts is key to Customer Engagement Representative’s success. The Customer Engagement Representative manages the long-term relationship with the customer by providing information on new software, enhancements, upgrades and services on a continual basis that can be provided to improve the business success of the customer by supporting the customer-for-life concept.
Skills
Soft Skills
• Clear communicator (written and verbal)
• Proactive
• Ability to manage time effectively
• Ability to develop territory plans to generate sufficient sales volume to support sales pipeline and sales production to meet company objectives
• Creative problem solver
Functional/Technical Skills
• Clear understanding of business principles and processes
o Financial metrics
o Key business decision drivers
o Past management experience preferred
o Strong industry vertical experience preferred
• Fundamental understanding of Microsoft Dynamics Business Central
• Basic Knowledge of related Microsoft® technologies (SQL Server, Azure, Microsoft 365)
• Ability to keep up with market trends
• Ability to learn software independently
o Must be able to host regular web meetings for clients to educate them regarding products that the firm or our ISV partners provide that will benefit the customers’ business.
o Must be able to master new versions of the Dynamics Business Central product as well as the various ISV products that may need to be incorporated in client or prospect presentations.
• Obtain or Hold a current Microsoft Sales Certification as available. Product technical certifications desirable.
Typical Activities
Following are some of the requirements of the position. The list is not necessarily complete, and it is subject to change as circumstances and opportunities dictate. You will receive written notification of any change to your position that represents an area where you would be evaluated. This list is intended as a guideline as you begin to assume your area(s) of responsibility within Innovia.
• Works in office and is readily available to Customer Engagement Specialist (CES)
• Weekly huddle with CES team; individual meetings with CESs
• All conversations (phone, email) tracked & documented in CRM/Outlook with notes, etc.
• Needs immediate competencies in:
o Become Familiar with Day to Day BC and CRM functions plus others
Tracking in CRM
Task Creation In CRM
Quoting in BC
Connectwise (as a resource)
PartnerSource
SharePoint
• Develops knowledge of ISVs
o 3 one-hour blocks on calendar each week to explore ISV and report back on capabilities
• Develop Industry Knowledge
o When appropriate (and cost effective) travel with CES for onsite visits. Gain an understanding of CES role and interaction with accounts. Preferably local clients within driving distance to minimize cost.
• Create blog or participate in webinars on subjects to be determined.
o Topics include:
o Level of satisfaction with Innovia in general. (Support if used.)
o Any issues with open support tickets
o Business pain points o List of current ISVs (and ask for satisfaction?)
o Inquire about future plans regarding NAV and/or ISVs.
• Annual Enhancement Reminders: Primary responsibility for follow-up and ensuring that all clients stay current on Annual Enhancements. (Work with finance re: lists and work with marketing to template emails, work with CES to develop process so that billing contact AND primary contact are notified
o 6 Weeks prior to due date email reminder (with invoice) and follow up call
o 4 Weeks prior to due date call and follow up email
o 2 Weeks prior to due date notify account manager
• Supports CESs on their clients as requested, tasks might include:
o Completing block hour purchases.
o Follow-up with clients as requested.
o Research info associated with clients e.g.: licenses, ISVs, etc.
o Follow-up with internal team as requested
• Maintain data fields for CRM with critical information about each account
o Version of NAV o Number of NAV users (employees)
o ISVs used
o Additional data as defined by either outside Customer Engagement Specialist or Marketing
• Build a PowerPoint template with Marketing to be used for annual account reviews
• Gain the confidence of your outside Customer Engagement Specialists in your ability to assess client needs, communicate those needs to the appropriate internal Innovia staff, prepare a solution-oriented agenda and deliver appropriate solution focused and goal-oriented presentations
• Anticipated account load is 90 customers, approximately 30 from each outside Customer Engagement Specialist
Other Duties as Assigned
The tasks indicated are not exclusive. Any Team member may be asked to do other tasks in addition to the listed activities.
The Customer Engagement Representative is responsible for supporting the outside team by working with smaller or less active customers. The Customer Engagement Representative will also perform administrative tasks as assigned by their outside Customer Engagement team. A successful Customer Engagement Representative is viewed as a strategic partner to the firm’s clients.
This individual focuses on driving new business from existing customers with emphasis on the long-term growth and success of the customer’s business. Expanding the Innovia product portfolio within existing client accounts is key to Customer Engagement Representative’s success. The Customer Engagement Representative manages the long-term relationship with the customer by providing information on new software, enhancements, upgrades and services on a continual basis that can be provided to improve the business success of the customer by supporting the customer-for-life concept.
Skills
Soft Skills
• Clear communicator (written and verbal)
• Proactive
• Ability to manage time effectively
• Ability to develop territory plans to generate sufficient sales volume to support sales pipeline and sales production to meet company objectives
• Creative problem solver
Functional/Technical Skills
• Clear understanding of business principles and processes
o Financial metrics
o Key business decision drivers
o Past management experience preferred
o Strong industry vertical experience preferred
• Fundamental understanding of Microsoft Dynamics Business Central
• Basic Knowledge of related Microsoft® technologies (SQL Server, Azure, Microsoft 365)
• Ability to keep up with market trends
• Ability to learn software independently
o Must be able to host regular web meetings for clients to educate them regarding products that the firm or our ISV partners provide that will benefit the customers’ business.
o Must be able to master new versions of the Dynamics Business Central product as well as the various ISV products that may need to be incorporated in client or prospect presentations.
• Obtain or Hold a current Microsoft Sales Certification as available. Product technical certifications desirable.
Typical Activities
Following are some of the requirements of the position. The list is not necessarily complete, and it is subject to change as circumstances and opportunities dictate. You will receive written notification of any change to your position that represents an area where you would be evaluated. This list is intended as a guideline as you begin to assume your area(s) of responsibility within Innovia.
• Works in office and is readily available to Customer Engagement Specialist (CES)
• Weekly huddle with CES team; individual meetings with CESs
• All conversations (phone, email) tracked & documented in CRM/Outlook with notes, etc.
• Needs immediate competencies in:
o Become Familiar with Day to Day BC and CRM functions plus others
Tracking in CRM
Task Creation In CRM
Quoting in BC
Connectwise (as a resource)
PartnerSource
SharePoint
• Develops knowledge of ISVs
o 3 one-hour blocks on calendar each week to explore ISV and report back on capabilities
• Develop Industry Knowledge
o When appropriate (and cost effective) travel with CES for onsite visits. Gain an understanding of CES role and interaction with accounts. Preferably local clients within driving distance to minimize cost.
• Create blog or participate in webinars on subjects to be determined.
o Topics include:
o Level of satisfaction with Innovia in general. (Support if used.)
o Any issues with open support tickets
o Business pain points o List of current ISVs (and ask for satisfaction?)
o Inquire about future plans regarding NAV and/or ISVs.
• Annual Enhancement Reminders: Primary responsibility for follow-up and ensuring that all clients stay current on Annual Enhancements. (Work with finance re: lists and work with marketing to template emails, work with CES to develop process so that billing contact AND primary contact are notified
o 6 Weeks prior to due date email reminder (with invoice) and follow up call
o 4 Weeks prior to due date call and follow up email
o 2 Weeks prior to due date notify account manager
• Supports CESs on their clients as requested, tasks might include:
o Completing block hour purchases.
o Follow-up with clients as requested.
o Research info associated with clients e.g.: licenses, ISVs, etc.
o Follow-up with internal team as requested
• Maintain data fields for CRM with critical information about each account
o Version of NAV o Number of NAV users (employees)
o ISVs used
o Additional data as defined by either outside Customer Engagement Specialist or Marketing
• Build a PowerPoint template with Marketing to be used for annual account reviews
• Gain the confidence of your outside Customer Engagement Specialists in your ability to assess client needs, communicate those needs to the appropriate internal Innovia staff, prepare a solution-oriented agenda and deliver appropriate solution focused and goal-oriented presentations
• Anticipated account load is 90 customers, approximately 30 from each outside Customer Engagement Specialist
Other Duties as Assigned
The tasks indicated are not exclusive. Any Team member may be asked to do other tasks in addition to the listed activities.