Inside Sales Account Manager

Position Summary

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.

Key Outcomes/Responsibilities

Deliver Revenue, GP, and Share of Wallet Growth

EM Inside Sales Representative Responsibilities:

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

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

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

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

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

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

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

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

Create Superior and Differential Customer Experience

Actions:

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

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

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

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

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

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

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

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

•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.

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

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

Inside Sales Productivity, Efficiency, and Performance

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

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

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

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

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

•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.

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

•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.

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

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

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

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

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

Actions:

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

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

•Safe behavior is a condition of employment.

• Safety will take precedence over expediency or short cuts.

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

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

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

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

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

Basic Qualifications

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

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

•Excellent verbal and written communication skills

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

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

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

•Strong organizational and time management skills

•Ability to identify customer needs and provide effective solutions

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

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

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

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

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

Preferred:

•2 years + of Chemical Industry Experience

•Mastery of Insight Selling

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

•Experience with remote or hybrid work environments

•Understanding of business/finance and terminology