Key Account Executive - Inside Sales & CX Growth

Job Purpose

Key Account Executive is responsible for expanding our company's existing CX customer base. Driving revenue growth by identifying and capitalizing on opportunities to upsell contact center solutions to our current customer base. This role involves understanding customer needs and presenting tailored solutions that add value to their experience while meeting their evolving requirements. The individual will work closely with the client success team to ensure seamless integration of upselling strategies, ultimately contributing to the companys overall growth and customer retention goals.

Duties:

Generate new CX business opportunities by proactively educating current key customers in a very targeted and strategic approach.

Understand customer needs and requirements.

Conduct product demonstrations and presentations to potential clients virtually.

Work closely with internal teams to develop and propose solutions that meet client's needs.

Develop a deep understanding of our CX product offerings, services, and industry trends.

Maintain accurate records of sales activities and customer information in our CRM system, Salesforce, including forecasting.

Meet and exceed sales targets and performance metrics.

Understand customer make-up and analytics.

Other duties as assigned by management.

Provide weekly sales funnel reports

Meet and exceed sales targets and performance metrics

Responsible for upselling or reselling Professional Services to CallTowers current customers.

Engage in up-sell/cross-sell activities, increase customer spend through the life of the contract though adding CX solutions.

Demonstrated ability to sell Contact Center (CX) solutions with some experience selling Professional Services to enterprise customers.

Strong closing and negotiating skills

Strong communication and presentation skills to large and small audiences

Demonstrated ability to translate product features into benefits that solve real enterprise customer problems

Able to articulate a unique value proposition to various levels within a customer organization

Follow the established sales processes of CallTower & effectively utilize the sales resources provided

Work with management & members to exceed bookings Plan bookings (after 90 day ramp-up).

Generate new business CX opportunities by proactively educating current customers in a targeted and strategic approach.

Skills/Qualifications:

Bachelors Degree required or equivalent professional experience (generally 18 months for each year of college).

Minimum seven years sales experience in related industries selling CX platforms such as (Genesys, Five9, Nice, or equivalent) including some experience selling Professional & Managed Services.

Ability to communicate in multiple languages (currently English and French) directly or with assistance of other CallTower Team members.

Experience in responding to CX RFPs for existing customers.

Be able to effectively work in a very autonomous role with minimal supervision.

Optimistic, customer-obsessed personality, able to interact and influence at all levels of internal and external organizations, including executive levels.

Expert skills in the creation of and execution of customer presentations.

Ability to proactively set and manage expectations for customers and internal departments, maintain strong relationships.

Excellent verbal and written communication skills, including excellent listening skills.

Occasional travel, up to 40%, occasionally on short notice.

Creative and strategic thinker with strength in carrying that creativity and strategy into bookings/revenue.

Ability to understand a changing market along with strength in listening to customers, partners & industry leaders to have significant impact on product design, timing of product updates & new products launch.

Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding and changing customer base.

Ability to grasp and translate complex technical features into benefits and selling points.

Experience working closely within the sales organization with a strong affinity for success.

Experience with a range of sales methodologies and sales funnel management process.

Ability to generate and close proposals

Questioning and feedback skills, customer service orientation and commitment to quality, responsibility, high work standards and initiatives

Computer competence and the ability to use software effectively

Ability to prioritize and organize workflow

Ability to establish a professional and collaborative working relationship within CallTower departments

Willingness to work flexible hours and overtime during peak business flow

Objectif du poste

Le Charge de comptes majeurs est responsable delargir la base de clients CX existante de lentreprise. Il contribue a la croissance des revenus en identifiant et en exploitant les occasions de vente incitative de solutions de centres de contact aupres de la clientele actuelle. Le role consiste a comprendre les besoins des clients et a presenter des solutions adaptees qui enrichissent leur experience tout en repondant a levolution de leurs exigences. La personne travaillera en etroite collaboration avec lequipe de reussite client afin dassurer une integration harmonieuse des strategies dupsell, contribuant ainsi a la croissance globale de lentreprise et aux objectifs de retention.

Responsabilites

• Generer de nouvelles occasions CX en eduquant de facon proactive les clients cles actuels selon une approche tres ciblee et strategique.
• Comprendre les besoins et exigences des clients.
• Effectuer des demonstrations et presentations virtuelles de produits aupres de clients potentiels.
• Collaborer avec les equipes internes pour developper et proposer des solutions repondant aux besoins des clients.
• Developper une comprehension approfondie des offres CX, des services et des tendances de lindustrie.
• Maintenir des dossiers exacts des activites de vente et des informations clients dans le CRM Salesforce, incluant les previsions.
• Atteindre et surpasser les objectifs de vente et les indicateurs de performance.
• Comprendre la composition et lanalytique de la clientele.
• Effectuer toute autre tache assignee par la direction.
• Fournir des rapports hebdomadaires sur lentonnoir de vente.
• Etre responsable de la vente incitative ou de la revente de services professionnels aupres des clients actuels de CallTower.
• Participer aux activites dupsell/cross-sell et augmenter les depenses des clients tout au long du contrat en ajoutant des solutions CX.
• Demontrer la capacite de vendre des solutions de centre de contact (CX) ainsi quune experience en vente de services professionnels aupres de clients denvergure.
• Posseder de fortes habiletes en conclusion de ventes et en negociation.
• Excellentes competences en communication et en presentation, autant pour de petits que de grands groupes.
• Capacite demontree a traduire les caracteristiques des produits en avantages concrets pour les entreprises.
• Etre en mesure darticuler une proposition de valeur unique a differents niveaux dune organisation cliente.
• Suivre les processus de vente etablis par CallTower et utiliser efficacement les ressources de vente fournies.
• Travailler avec la direction et les membres de lequipe pour depasser les objectifs de ventes / signatures (apres une periode dintegration de 90 jours).
• Generer de nouvelles occasions CX en eduquant de facon proactive les clients actuels selon une approche ciblee et strategique.

Competences et qualifications

• Baccalaureat requis ou experience professionnelle equivalente (en general 18 mois dexperience par annee detudes manquante).
• Minimum de sept ans dexperience en vente dans des industries connexes, incluant la vente de plateformes CX (Genesys, Five9, Nice ou equivalent) et de services professionnels et geres.
• Capacite a communiquer dans plusieurs langues (actuellement en anglais et en francais), directement ou avec laide dautres membres de lequipe CallTower.
• Experience dans la reponse a des appels doffres CX pour des clients existants.
• Capacite a travailler efficacement de facon tres autonome, avec une supervision minimale.
• Personnalite optimiste, axee sur le client, capable dinteragir et dinfluencer a tous les niveaux internes et externes, incluant les cadres executifs.
• Excellentes competences en creation et execution de presentations clients.
• Capacite a etablir et gerer de maniere proactive les attentes des clients et des departements internes, tout en maintenant de solides relations.
• Excellentes habiletes de communication orale et ecrite, incluant une grande capacite decoute.
• Disponibilite pour des deplacements occasionnels, jusqua 40 %, parfois a court preavis.
• Penseur creatif et strategique, capable de transformer cette creativite en revenus.
• Capacite a comprendre un marche en evolution, ainsi quune forte aptitude a ecouter les clients, les partenaires et les leaders de lindustrie afin davoir une influence significative sur la conception des produits, le calendrier des mises a jour de produits et les lancements de nouveaux produits.
• A laise dans un environnement technique dynamique avec une clientele en croissance rapide.
• Capacite a saisir et traduire des caracteristiques techniques complexes en avantages et arguments de vente.
• Experience de collaboration etroite avec une organisation de vente et forte affinite pour la reussite.
• Experience avec diverses methodologies de vente et la gestion dun entonnoir de vente.
• Capacite a generer et conclure des propositions.
• Competences en questionnement, retroaction, service a la clientele, engagement envers la qualite, sens des responsabilites, standards eleves et initiative.
• Maitrise des outils informatiques et capacite a utiliser efficacement les logiciels.
• Capacite a prioriser et organiser le flux de travail.
• Capacite a etablir des relations professionnelles et collaboratives avec les differents departements de CallTower.
• Disponibilite pour travailler selon un horaire flexible et faire des heures supplementaires lors des periodes de pointe.