Aftercare Consultant

Role Overview

• Meet or exceed minimum Customer Retention goals for the territory.
• Meet or exceed minimum sales activity requirements.
• Meet or exceed Book of Business growth targets for the territory.
• Adopts and expertly uses the provided Customer Relationship Management (CRM) tools.
• Maintains and develops existing customers through appropriate and ethical methods to optimize service quality, business growth, and customer satisfaction and retention.
• Create deep and mutually beneficial partnerships with the operations team to develop service strategies.
• Identifies accounts where revenue may be decreasing and formulate strategies to reach out to these accounts and retain the customers.
• Monitors and anticipates competitive activity to position Gateway or Gateway-affiliated company (s) as the preferred vendor of choice at each presentation.
• Proactively conducts outbound customer outreach calls weekly.
• Maintains a high-profile presence in the market by conducting client care visits, turning a sales relationship into a long-term partnership.
• Take ownership of customer issues and concerns by ensuring that all messages are returned and addressed within the same business day.
• Maintains proficiency in sales knowledge and translates that knowledge into meaningful customer benefits as appropriate, including services, products, operations, and competitive strengths and weaknesses.
• Develop an annual territory sales and marketing strategy based on cascaded goals to accomplish sales targets and budget for the next fiscal year.
• Proactively conducts strategic account reviews with all assigned customers on an assigned basis in order to review service needs and usage trends.
• Assures all account issues for Key Accounts are followed up in a timely manner.
• Completes standard weekly and quarterly reports along with any ad hoc reporting requests on a timely basis.
• Organizes sales activities and uses geocoding to maximize productive time on the phone and in the field and ensure full coverage of the territory.
• Collaborate with the sales team to develop sales and services strategies.
• Participates in all sales training.
• Makes effective use of sales tools and collateral material.

Requirements

• Previous industry experience, including understanding veterinarian clinics or the vet industry.
• Three (3) years of account management experience is preferred.
• Proven account management skills required to create, maintain, and enhance customer relationships.
• Post-secondary education, with a major or certificate/diploma in vet sciences, business, sales, and marketing, is strongly preferred.
• Experience with the Microsoft Office suite of products and strong internet skills.
• Must be comfortable working towards Key Performance Indicators (KPIs).
• Must have a clean driver’s record and own a vehicle in good operating condition.