Virtual Service Sales Representative

The Lead Virtual Services Sales Representative deploys sales activities 100% remotely (e.g., phone, e-mail, and social media) with customers in order to develop and grow the installed base services.
Main Mission: This role maximizes services revenue through customer relationship management, handling all Customer Requests and Leads from different Demand Generation Engines, including opportunities from both uncovered accounts and covered accounts managed by other SSRs (Services Sales Rep or National Sales Representatives), without any specific account portfolio responsibility.

Key Responsibilities

1. Manage the Leads and Customer Requests
   
   1. React quickly to customer requests within prescribed SLA.
   2. Manage all the Leads which have standard Services scope with the main focus on Contract Renewals and upselling recurrent business.
   3. Take inbound calls and e-mails to support the existing customer base.
   4. Answer customer questions and educate on all SE Services offers.
   5. Research & develop new points of contact and potential accounts identified from Demand Generation Engines (marcom activities, campaigns, Customer Care center, etc).
   6. Engage with customers on digital platforms (i.e., LinkedIn) and be an active user.
   7. Quote and close deals for standard Services offers (SKU based as spare parts, renewal contracts).
   8. Develop and maintain relationships with uncovered accounts where we have open/common opportunities to upsell.
2. Build and manage Services Opportunity Pipeline
   
   1. Analyze & qualify opportunities in Bridge Front Office (bFO: Schneider's Sales force based Opportunity management tool) and secure a healthy pipeline.
   2. Maintain the Account or Installed Base data in SE systems (BfO/bFS).
   3. Meet daily goals for outbound sales calls to follow-up customer requests and the Leads.
   4. Foster new points of contact and potential accounts thanks to marketing campaigns, FSR leads, and CCC/other sales leads.
   5. Document all records of customer interaction and activity in bFO.
   6. Develop up & cross-selling between Line of Businesses service offers.
   7. Transfer new product sales opportunities to Account Managers from the Business Units or Product Virtual Sales from the country.
   8. Coordinate with all the Services teams and product teams if needed, to satisfy service opportunities.
   9. Report accurate monthly order forecasting.

Main Interactions:
Customers (End Users and Partners), Virtual Services Sales Manager, Services Operational Marketing, CCC, Outside Services sales, Services Execution, Services Tendering, Services Operations, Services Partner Program Leaders.

Key Success Factors

1. Reactivity on the Lead (FSR, CCC, Marcom, Web, contracts management, etc.) and winning the leads ensuring high hit rates.
2. Manage all customer demands in the fastest way by ensuring customer satisfaction.
3. Ensure up to 35% of Customer Facing Time (CFT) including calls and virtual interactions.
4. Close collaboration with Outside Services Sales for complex on-demand sales when developing platformed accounts.
5. Mastering dashboards & digital tools to gain productivity.
6. Meet and exceed monthly, quarterly, and yearly sales quota.

Performance Management (KPIs)

1. Account Growth - Service Orders (as Opportunity Leader).
2. Offer Growth
   
   1. Closed Won orders from Renewals.
   2. Orders from Digital Renewals.

Education / Skills
Education: Bachelor/Associate degree in Electrical/Electronic Engineering.
Experience: 1-2 years of experience in Virtual or Outside Sales, Services Representative, Call center customer technical support, CCC technical agent.
Language skills: Native speaker level for local context, good level of English (written, verbal).

Soft Skills:

1. Sales oriented, results oriented, daring, passionate, team player, organized, resilient, voice clear & understandable, engaging & enthusiastic.
2. Strong interpersonal skills, seeking new ways of learning to upskill himself or herself.
3. Basic to intermediate skill in MS Office products (Teams, Excel, Word, PowerPoint) and Bridge Front Office (bFO) is a plus.
4. Familiarity with Schneider Electric products and services.
5. Good verbal and written communication skills.
6. Able to prioritize and manage multiple tasks and build customer relationships.
7. Successfully complete assigned training paths and successfully engage in technical sales conversations.
8. Conversant with Digital interaction tools such as Video Conferencing and can effectively communicate in a remote environment.