Position Title: New Account Specialist
Job ID #: 4643
Location: San Francisco, US-CA
Functional Area: Business Development
Department: TripIt-Product
Position Type: US Full Time
Education Required: Bachelors Degree
Experience Required: 1 - 3 Years
Job Overview:
The goal of this role is to provide a perfect free trial experience to the end user by providing superior customer service and technical support. The key to success in this position is the ability to build strong working relationships with free trial users, as well as demonstrate strong product knowledge. This associate-level role is generally the first TripIt for Teams contact the prospect encounters and requires professionalism, high energy, and great attention to detail. This position reports to the TripIt Product Director.
Responsibilities:
- Proactively contact free trial users to establish satisfaction with Concur’s products
- Consistently achieve retention rate targets by developing and maintaining strong relationships with free trial users to ensure maximum satisfaction
- Nurturing leads into free trial users
- Understand Concur’s product strengths, functionality, positioning, and competition and apply that understanding to the users’ specific business needs and pain points
- Respond to users’ questions on our web based services and ensure they are confident in performing routine functions
- Discuss specific capabilities of our service offerings, guide users to specific parts of the service they may need, and help them understand the value and unique capabilities of our solutions
- Work with users to investigate and resolve high-level user or configuration issues
- Identify, prioritize, and resolve user issues/concerns; coordinate with internal departments to provide response and/or solutions
- Review pricing questions and terms of service
- Be an active team player with both the sales team and throughout Concur to help meet company objectives
- Provide feedback with regards to processes, documents, tools, reports, etc., to benefit team and internal/external users.
Education, Experience & Training required:
- BA or equivalent
- 1+ years experience with customer service, inbound and outbound telesales, or market development activities
- Software industry experience preferred
- Ability to pass a background check
Job Specific Specialized Knowledge & Skills:
- Must be enthusiastic, outgoing, and have high energy
- Must be motivated by asking probing questions and gathering information
- Strong written and communication skills
- Must be a team player with strong initiative and ability to quickly build extensive knowledge of Concur’s product offerings and that of competitors
- Excellent PC and Internet skills, including experience using Microsoft Office, Outlook, sales force automation tools and web presentation applications (Webex, Placeware, etc.)
- Excellent telephone and presentation skills
Critical Performance Competencies:
- Demonstrates appropriate communication style according to the situation
- Builds and maintains trusting relationships with associates and free trial users
- Effectively transfers thoughts and expresses ideas using speech, and listening skills to influences others and gain support
- Adjust to new, different, or changing requirements
- Listens with objectivity and checks for understanding
- Competitive, high achiever
- Holds self accountable for results
- Conveys a sense of urgency and drives issues to closure
- Ability to manage multiple priorities
Value Competencies:
- Displays passion for & responsibility to the customer
- Hires, develops & rewards great people
- Displays leadership through innovation in everything you do
- Displays a passion for what you do and a drive to improve
- Displays a relentless commitment to win
- Displays personal & corporate integrity
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