Service Sales Manager owns the HW post-sales business activities for an assigned set of accounts. They drive sales and promotion of Customer Support Agreements and Production Value Services, including SW Solutions. As the first point of contact for HW Sales Teams and Account Managers, he/she is the Sales channel of service business.
Primary duties include (but not limited to):
- understanding customer needs,
- developing compelling sales strategies,
- selling the value of services
- managing Quote to Cash processes,
- meeting Order Target and Profitability Planning Metrics.
The Service Sales Manager proactively analyzes data, collect customer needs through proper customer journey and experience, engage account teams, create sales strategies, and provide continuous proactive communications internally and externally.
This customer facing position requires domestic and (some) international travel to build a strong relationship with customers and local Advantest Account Teams
Responsibilities include:
- On time renewal of existing Customer Support Agreements (CSAs) and warranty conversion business.
- Accurate and timely forecasting of orders in Customer Relationship Management (CRM) application.
- Proactive promotion of Advantest solution and services working with Account Managers, Finance, Production Service BU(PSBU), Business Centers, Marketing, Software Solutions, R&D, etc.
- Identify, assess and develop opportunities to address OEE and productivity improvements requirements, capability to manage Proof of Concepts of SW solutions to demonstrate value for customers.
- Coordinate global service agreement deliverables, pricing, and Quote to Cash processes with the local and global Service Sales, Service Delivery and Marketing teams.
- Adhere to all fiduciary responsibilities and policies for quote to cash process.
- Actively support assigned customers with information about new Advantest Service & Support solutions.
- Support Account Managers in “Deal Management” on CSA, Engineering and Production Solution Services business by serving as a services specialist. Develop value propositions, assist or drive deal negotiations and achieve business metrics.
- Identify and develop new business opportunities at assigned accounts.
- Collect and forward customer feedback to relevant departments and closely cooperate with Field Support and System-/Application Engineering to meet customer demands for specific applications or special non-standard products.
Relationship Management:
- Accountable for developing and maintaining strong working relationships with Sales Account Managers and Account Team Leadership for assigned accounts.
- Ability to earn and build trust with Customers, Account Managers, and the Global FS Team.
- Assists Account Managers in developing an overall account strategy that recognizes and achieves Business Objectives in both Product and PS Sales.
- Participate in “Closed Loop” customer management.
