Inside Sales Account Manager

Job Description

Position Summary

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The Emergent Markets Inside Sales Representative role is responsible for driving top and bottom-line growth by blending account management with new business development in a fast-paced, digitally driven environment. This role involves managing a specific amount of small to medium sized accounts, generating correspondence and engagement with dormant accounts and coordinating all first-line prospection across the various industries. The role involves leveraging capabilities, as well as utilizing voice of customer and market trends in developing and executing go-to-market strategies and target campaigns to meet sales and profitability targets. The Inside Sales Representative actively participates in the S&OP processes and collaborates effectively with business development, research & development, marketing and technology, and smart digital in accelerating customer acquisition and providing unmatched Customer Experience. This role is responsible for championing a high safety culture, setting the strategy to win, and delivering results.

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Key Outcomes/Responsibilities

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Deliver Revenue, GP, and Share of Wallet Growth

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EM Inside Sales Representative Responsibilities:

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•Account Management: Oversee a portfolio of small to medium-sized accounts, ensuring consistent engagement and growth.

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•Lead Generation & Prospecting: Re-engage dormant accounts and lead first-line prospecting efforts across diverse industry sectors.

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•Achieve or exceed sales targets and performance metrics to drive revenue growth.

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•Build sustainable Sales Pipeline Growth/Health and forecast revenue to ensure achievement of targets.

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•Drive Inside Sales process from Demand/Lead generation, qualification, Customer engagement, and conversion.

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•Proactively reach out to potential customers via phone, email, and other communication channels.

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•Identify and qualify sales opportunities by understanding customer needs and requirements.

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•Present and demonstrate the value of our products and services to potential customers.

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Create Superior and Differential Customer Experience

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Actions:

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•Enhance Customer Satisfaction by providing timely and effective solutions to customer inquiries and issues.

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•Respond to all inbound inquiries’ same day by phone, to engage prospects and swiftly convert them into sales opportunities.

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•Improve Customer Retention rates through proactive follow-ups, personalized communication, and building strong relationships with clients.

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•Reduce Response Time: Decrease average response time to customer inquiries to within 1 business day, ensuring prompt and efficient service.

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•Increase Upsell and Cross-sell Opportunities: Identify and capitalize on upsell and cross-sell opportunities to increase revenue per customer.

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•Enhance Customer Onboarding Experience: Streamline the onboarding process to ensure new customers are fully integrated and satisfied.

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•Gather and Utilize Customer Feedback to drive continuous improvement in products and services.

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•Achieve High First Contact Resolution to resolve customer issues at the first interaction whenever possible.

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•Maintain High-Quality Communication: Ensure all customer interactions are professional, clear, and tailored to the customer’s needs, maintaining a high standard of communication and situational adaptability.

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•Continuously evaluate and adjust the sales approach based on customer feedback, market dynamics, and emerging industry trends.

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•Foster a culture of high performance, continuous improvement, and customer-centricity within the team.

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Inside Sales Productivity, Efficiency, and Performance

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•Develop annual sales plans to achieve sales and customer acquisition targets

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•Interact with a minimum of 8 customers per day between generated leads and outbound sales efforts.

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•Increase Customer Touchpoints: Ensure regular follow-ups with existing customers to maintain relationships and identify upsell opportunities.

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•Optimize Sales Calls made/connected, email outreach, qualified leads generated, conversion rates, sales cycle length, and pipeline health to maximize customer outreach and engagement.

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•Increase Conversion Rates: Aim to improve lead-to-customer conversion rates by 20% through effective sales techniques and follow-ups.

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•Enhance CRM Utilization: Maintain accurate and up-to-date records in the CRM system, ensuring all customer interactions and sales activities are logged. Capture customer information, application details, and key learnings in the customer's end markets.

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•Reduce Sales Cycle Time: Shorten the average sales cycle by 15% through efficient prospecting, qualification, and closing processes.

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•Improve Lead Response Time: Provide a personalized response to new leads within 24 hours to increase the likelihood of conversion and differentiate the customer experience from the very first interaction in the buying journey.

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•Maximize Time Management: Implement effective time management strategies to prioritize high-value tasks and minimize time spent on non-productive activities.

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•Enhance Product Knowledge: Continuously update and expand product knowledge to provide accurate information and address customer inquiries confidently.

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•Monitor activity-based metrics of Sales Calls made/connected, email outreach, qualified leads generated, conversion rates, sales cycle length, and pipeline health.

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•Implement Digital sales tools and technologies to improve efficiency and productivity.

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Outcome: Safety Leader with 100% required safety training and BBS completed

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Actions:

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• Maintain a Safe Work Environment: Follow all workplace safety protocols, including ergonomic practices, to prevent injuries and promote a healthy work environment.

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• Foster a Culture of Safety: Encourage a culture of safety within the team by promoting open communication about security concerns and best practices.

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•Safe behavior is a condition of employment.

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• Safety will take precedence over expediency or short cuts.

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• Safety education is vital to working safely. Everyone must be trained again and again.

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•Promote Cybersecurity Awareness: Participate in regular cybersecurity training sessions to stay updated on the latest threats and best practices for protecting sensitive information.

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•Protect Customer Privacy: Handle customer data with the utmost confidentiality and ensure that all interactions comply with privacy laws and company policies.

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•Ensure Data Security Compliance: Adhere to all data protection regulations and company policies to safeguard customer information and prevent data breaches.

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•Implement Secure Communication Practices: Use secure communication channels for sharing sensitive information with customers and colleagues to prevent unauthorized access.

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Basic Qualifications

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•2 years + experience in Inside Sales or Business Development with proven record of high performance, consistently meeting or exceeding Sales Targets and KPIs

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•Bachelor's degree in Chemical Engineering, Chemistry, or Biology Degree preferred

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•Excellent verbal and written communication skills

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•Strong customer-centric approach with the ability to cultivate and maintain lasting relationships

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•Proficiency in sales techniques, including prospecting, qualifying, and closing deals

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•Skilled in progressing customers through the sales cycle starting from research and discovery to opportunity development and closing

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•Strong organizational and time management skills

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•Ability to identify customer needs and provide effective solutions

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•Flexibility to adapt to changing market conditions, customer needs, and situations

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•Proficiency in CRM and sales automation tools, with a keen enthusiasm for exploring new technologies that foster continuous improvement

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•Self-motivated with a strong drive to achieve and exceed goals

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•Team Player: Ability to work collaboratively within a team environment

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•Resilience: Ability to handle rejection and maintain a positive attitude

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Preferred:

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•2 years + of Chemical Industry Experience

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•Mastery of Insight Selling

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•Strong understanding of smart digital solutions, emerging technologies and potential impact on both strategy and customer opportunities

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•Experience with remote or hybrid work environments

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•Understanding of business/finance and terminology

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