Sales and Client Relations Manager

The Sales and Client Relations Manager will be responsible for managing all aspects of the assigned Sales and Client Relations market areas, including increasing the value of the regional customer base through extensive proactive and preventive account management activities. Sales, Client Relations, Systems Design and all Sales Support all report to the Sales and Client Relations Manager. The primary objectives are to maintain targeted sales levels, adherence to all Standard Pricing Guidelines and the overall reduction of the customer cancellation and reduction rates.

Specifications

Bachelors Degree preferred plus three to five years related customer service and management experience.

DUTIES

1. Maintain or exceed targeted levels of Recurring Product Sales


2. Maintain or exceed targeted levels of Equipment and Labor Manage


3. Coach and Train all sales staff on Company Standard Pricing Guidelines, while managing company profitability objectives.


4. Drive all Company Sales initiatives


5. Maintain adequate product mix sales levels


6. Responsible for all aspects of Customer Retention and Customer Satisfaction in identified Market Areas


7. Manage all aspects of Regional Sales and Client Relation staff performance including adequate staffing, and coaching and development.


8. Performance management program for all employees including maintaining employee performance data (i.e. performance trending analysis, required areas of improvement, etc.), conduct employee performance reviews on time, conduct regional staff meetings and communication to Regional Vice President regarding employee issues


9. Identify training needs for all Sales and Client Relations Staff Members, work with Regional Vice President to develop and deliver training on a regular basis


10. Meet and manage monthly performance objectives.  Establish daily / weekly review to immediately address performance gaps.
    
    
    1. Sales Levels
    
    
    2. Standard Pricing Guideline adherence
    
    
    3. Product Mix
    
    
    4. Cancellation Rate
    
    
    5. Rate Reduction Rate
    
    
    6. Re-Contracting
    
    
    7. Up Selling / Cross Selling
    
    
    8. Productivity
    
    
    9. Responsiveness
    
    


11. Establish and maintain consistent and track able account management practices and procedures (Local and Key account)


12. Develop regional customer retention strategies with Regional Vice President to be used by field and inside CRR’s


13. Using Regional Vice President, establish source / cause cancellation data tracking.  Analyze monthly data in order to continually revise individual employee and client performance strategies.


14. Build relationships with existing client base via pro-active account management activities (client visits, issue resolution, pro-active communications, etc.)


15. Maintain monthly activity log demonstrating Account Management activity levels by CRR


16. Develop expert understanding of competition and how to present the value of Muzak products and services in the face of competitive response.  Work across regions and company and teams to develop “Save” strategies, techniques, programs and products


17. Maintain all required client records.  Utilize the appropriate client data to uncover potential problems, potential revenue opportunities and potential cancellation trends.


18. Educate Muzak regarding “roadblocks” to retention.   Establish retention strategies that address these roadblocks.


19. Consistent utilization of the Muzak CRR web tool and e-page for reporting and communicating all client activity


20. Develop and maintain a partnership between your Muzak Sales and Client Relations Team to continually define up selling and cross selling opportunities,


21. Follow and manage to the appropriate compensation programs are in place to support these partnerships.


22. Lead all CBMD activities and provide final authorization for account adjustments.

PERFORMANCE MEASUREMENTS:

• Sales Target Levels (Recurring, Equipment and Labor)


• Regional Cancellation Rate


• Performance Management (Product Mix, Standard Pricing, Company Initiatives)

 Muzak LLC is an Equal Opportunity Employer