Champion the lead management process and CRM (Client Relationship Management) system for TOPS. This includes ongoing delivery of CRM including communication, training, measurement, troubleshooting and analysis of CRM functions. Responsible for lead generation, qualification, system management and lead process flow. Work closely with Account Managers, Technical Specialists, Sales Managers, and General Managers to help achieve increased sales and improved close ratios.
Generate, track, qualify and manage leads in the CRM system.
Distinguish quality leads through a series of logical questions and filtering process and pass qualified leads to appropriate personnel to pursue opportunities. Outbound call follow-up to fully qualify leads as needed.
Produce and analyze Win/Loss follow-up, ROI reports, close ratios, monthly PAR reports,and other management reporting as required.
Execute marketing programs to include use of telemarketing, direct mail, working with assigned and unassigned accounts.
Manage client lists as they move from unassigned, and assigned status.
Manage process and technology implementation projects for CRM system. Gather, document, and communicate ongoing business/technology requirements internally and to technology vendors.
Direct client contact when required for marketing programs, additional information or research. Online client research to include Hoovers and other business intelligence sites.
Work safely at all times. Adhere to all applicable safety policies. Comply with all company policies, procedures and standards.
Maintain a relationship that will strengthen the liaison between TOPS and the CRM vendor.
Qualify assigned accounts and work with Marketing Department in creation of campaigns.
Maintain a current understanding of the merchandising programs and consistently have discussions with clients on current promotions.
Develop and manage necessary report s that will measure and drive improvement in the use of CRM system, and increase sales volumes through lead management.
Provide training support to roll out new features of the CRM system, and ongoing training on as needed basis.
Support end users relating to their specific roles, questions, concerns, and manage the communication between end user and IT for resolution.
Responsible for continuous data quality improvement of existing client information to include the validation of client mailing addresses, equipment owned, and contact names.
Participate and support the development of data integrity standards. Perform data cleansing efforts as required.
Contact clients who purchased competitive products and services to validate the transaction and inquire on decision making factors.
Gather technical systems requirements, and conduct process mapping of the lead generation process.
Work within and promotes corporate values.
Additional Level Requirements
Knowledge Skills and Abilities:
Ability to work efficiently within Netsuite and other applicable systems.
Ability to apply use of CRM software to analyze and measure performance utilizing business analytics tools.
Advanced computer, software, and internet skills are required, utilizing Microsoft Office, Netsuite, and PowerBI.
Must have strong verbal and written communication skills.
Must have interpersonal skills sufficient to work cooperatively with clients and client facing employees to execute the lead generation responsibilities.
Must acquire working knowledge of Trimble and competitive construction technology equipment model designations and application.
Ability to develop an in-depth knowledge of TOPS operating department’s functions.
Must be able to meet all safety requirements for applicable safety policies and use of all required safety equipment.
Must have acceptable attendance to meet all company standards and requirements.
Education and Experience:
Proof of high school diploma or General Education Degree (GED).
Bachelor Degree in Business/Marketing or related field.
CRM System Administration Experience preferred.
Software and/or process implementation experience preferred.
Call Center experience preferred. Strong phone skills required.
Must be able to communicate (speak, read, comprehend, write) in English
Valid driver’s license.
The Physical Demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit, use hands, talk and hear.
The employee frequently is required to stand, walk, and reach with hands and arms.
The employee is occasionally required to reach above shoulder, squat or kneel, bend, or lift and/or move up to 10 pounds.
Specific vision abilities required by this job include close vision and ability to adjust.
The employee is required to drive to and from branch locations.
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is constantly exposed to indoor controlled conditions.
The employee is occasionally exposed to wet and/or humid conditions, outdoor weather, extreme cold, extreme heat, moving mechanical parts, and vibration.
The noise level in the work environment is usually office moderate.
Disclaimer: The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified. The roles and objectives of this job do not include setting corporate policy, and does not constitute a managing agent of the company.
Empire is committed to working with and providing reasonable accommodation to individuals with disabilities. If, because of a medical condition or disability, you need a reasonable accommodation for any part of the employment process, please call 480-633-5440 and let us know the nature of your request and your contact information.
Empire Southwest is an EEO/Affirmative Action Employer