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Head of Customer Support Sales

3 months ago

Calgary, Alberta, Canada Brandt Full time

Overview

The Head of Customer Support Sales will play a pivotal role in the advancement and expansion of the product support program at Brandt. This position is responsible for overseeing a team of Regional Customer Support Sales Managers, driving the formulation and execution of regional sales strategies and objectives. The successful candidate will ensure accountability for product support sales growth and enhance customer engagement.

Key Responsibilities

  • Develop and manage the overall strategy and annual business plans aimed at achieving sales and margin growth.
  • Lead the team to promote all product support initiatives effectively within their respective regions.
  • Oversee sales processes including call reporting, CRM management, and target setting.
  • Establish and regularly measure key performance indicators (KPIs) for Customer Support Associates (CSAs).
  • Analyze and implement optimal coverage strategies for the region.
  • Identify and share best practices across various regions.
  • Develop and implement a comprehensive CSA Playbook.
  • Create onboarding and continuous education programs for CSAs.
  • Implement a robust succession plan for Regional Customer Support Sales Managers and CSAs.
  • Monitor the effectiveness of the CSA incentive program.
  • Encourage a consistent approach to CSA activities while accommodating regional needs.
  • Provide insights on industry trends, including growth opportunities and new offerings.
  • Conduct market intelligence on competitors, customers, and segment trends.
  • Analyze sales and margin data to identify potential opportunities.
  • Review reports to provide insights and feedback to enhance the performance of CSAs and branches.
  • Support the development of the overall Parts and Service Sales strategy.

Required Skills

  • Proven leadership capabilities.
  • Exceptional communication, presentation, and interpersonal skills.
  • Highly organized with the ability to manage multiple projects under time constraints.
  • Strong collaboration and relationship-building skills to drive results through motivation and influence.
  • Experience in sales management with a focus on driving the sales process from inception to closure.
  • In-depth industry knowledge in the heavy equipment sector, particularly in repair and maintenance.
  • Ability to cultivate strong customer relationships, including maintaining connections with key stakeholders at all levels.
  • Proficient in recruiting, training, and motivating a team to pursue and expand business opportunities.
  • Creative, self-motivated, and detail-oriented with a strong drive for success.
  • Willingness to travel as necessary.

Required Experience

  • Demonstrated leadership experience.
  • Strong communication, presentation, and interpersonal skills.
  • Highly organized with the ability to manage multiple projects effectively.
  • Proven ability to collaborate and build relationships to achieve results.
  • Experience in sales management with a focus on driving the sales process from inception to closure.
  • Extensive knowledge of the heavy equipment industry, particularly in repair and maintenance.
  • Ability to establish and maintain strong customer relationships at all levels.
  • Experience in recruiting, training, and motivating teams.
  • Creative, self-starter with a detail-oriented approach and a strong drive to succeed.
  • Willingness to travel as required.