About Ergotron: Ergotron, Inc. is a global leader in designing ergonomic solutions that connect people and technology to enhance human performance, health, and happiness. Using the Technology of Movement™, Ergotron builds products and custom solutions that help people feel, fuel, and enjoy a new sense of energy in healthcare and workspace settings. Through its 40 plus-year history, Ergotron has led the industry with innovative, professional-grade products and customer-obsessed service. The company has earned more than 200 patents and established a growing portfolio of award-winning brands including WorkFit® and CareFit™, and patented Constant Force™ and LiFeKinnex™ technologies. Ergotron is headquartered in St. Paul, Minnesota, with a presence in North America, Europe, and Asia Pacific. For more information, please visit www.ergotron.com . SUMMARY The Channel Account Manager (CAM) acts as liaison between end users, reseller partners, distributors and internal departments to ensure customer expectations are exceeded. The CAM is a challenging position suited to an applicant with career growth ambitions. The position works in close partnership with Sales, Customer Care, Services, Marketing and Operations. MINIMUM REQUIREMENTS Education Middle/Higher vocational education or similar Experience 2 years of customer service or inside sales experience required Demonstrated problem solving ability Demonstrated ability to build and maintain relationships in either a sales or services environment Ability to work both independently and as part of a team Ability to work from home Ability to travel within the territory and region to support reseller partners and events Physical capabilities to assist with product demonstration and installation Knowledge and Skills Knowledge of the IT channel preferred Strong written and oral communication skills MS Office Suite proficiency with ability to develop client-ready presentations in PowerPoint and conduct basic database tasks in Excel Salesforce.com experience preferred RESPONSIBILITIES / ACCOUNTABILITIES Channel and customer Enablement Required to meet or exceed sales target on a yearly basis Remotely manage & support target accounts within assigned region Provide sales and product assistance to assigned channel partners Build expertise in Ergotron value proposition and products to implement a seamless purchasing experience Build strong relationships with a targeted list of partner accounts each with retention, development or acquisition objectives Liase and support with reseller and distribution sales teams. Provide ongoing training and feedback to support growth targets Assess enquiries from all internal and external customers to determine communication flow to subject matter experts and provide the required information Provide product and tier one technical support to customers. Escalate to customer care and tech support as required for resolution Act as a backup for sales team members Collaborate on designated sales opportunities Follow up on leads/opportunities to drive successful closure Attend and support industry relevant exhibitions Administration Salesforce.com opportunity and partner management, aligned with Company process and policies Responsible for timely and accurate updating of all systems and programs necessary for sales and customer care operations Expenses, trainings, documentation aligned with Company policy · Provide relevant internal and external assistance on customer care and warranty instances. · Collaborate with Ergotrons contracted service partners to ensure the best customer outcome Travel Travel to partner and customer sites may be required up to 50% PERFORMANCE CRITERIA Pipeline and opportunity growth Revenue and volume targets Quality and service level expectations for incoming requests Update all contact records for inbound calls/chats in SalesForce Leads actioned and followed up within the companies SLA Ensure customer data is well maintained CORE COMPETENCIES Ensures Accountability Holding self and others accountable to meet commitments. Decision Quality Making good and timely decisions that keep the organization moving forward. Plans & Aligns Planning and prioritizing work to meet commitments aligned with organizational goals Collaborates Building partnerships and working collaboratively with others to meet shared objectives. Communicates Effectively Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences. Drives Engagement Creating a climate where people are motivated to do their best to help the organization achieve its objectives. Manages Ambiguity Operating effectively, even when things are not certain, or the way forward is not clear. Develops Talent Developing people and self both to meet career goals and the organization’s goals. Customer Focus Building strong customer relationships and delivering customer-centric solutions. ERGOTRON CORE VALUES Innovation - Unearth insights to think anew. Continuous Improvement - Always design a better experience. Customer Obsessed - Our reputation rests with our customer’s experience. Integrity - Do the right thing. Treat others with respect. Openness - Open to ideas and feedback. Act with transparency. Trust one another. Ownership - Own your role and act when ownership is needed.
