Certus

Client Services Representative

• Achieve territory sales retention quota and Key Performance Indicators (KPIs)
• Establish productive relationships with outbound calling to all key contacts
• Assess customer’s proper administration and usage of the software to grow adoption and reinforce utilization on an ongoing basis
• Understand customer needs and issues and align product features as appropriate
• Articulate value by conducting effective software demonstrations through web meetings and conference calls
• Coordinate involvement of company resources, including services, technical support, and management to meet customer objectives
• Develop and manage annual renewal contract proposals
• Provide strategic direction to help clients meet business goals, overcome objections and impediments
• Collaborate with Sales Executive team for new opportunities with additional TPC products or separate customer locations/divisions
• Manage and monitor the relationship health of accounts, mitigate risks and maintain high customer satisfaction ratings
• Manage all customer profiles, activities, and forecasts to be accurately maintained in Salesforce.com CRM
• Maintain a comprehensive ongoing understanding of product capabilities, as well as industry trends
• Drive new business within customer accounts
• Drive and support customer usage of LMS platform
• Maintain a 93% renewal retention rate

Client Services Manager

• Maintain and expand online training platform renewal customers to drive retention, customer satisfaction, and ACV growth in the assigned territory.
• Achieve territory sales retention quota and Key Performance Indicators (KPIs).
• Establish productive relationships with outbound calling to all key contacts.
• Assess customer’s proper administration and usage of the software to grow adoption and reinforce utilization on an ongoing basis.
• Understand customer needs and issues and align product features as appropriate.
• Articulate value by conducting effective software demonstrations through web meetings and conference calls.
• Coordinate involvement of company resources, including services, technical support, and management to meet customer objectives.
• Develop and manage annual renewal contract proposals.
• Provide strategic direction to help clients meet business goals, overcome objections and impediments.
• Collaborate with Sales Executive team for new opportunities with additional TPC products or separate customer locations/divisions.
• Manage and monitor the relationship health of accounts, mitigate risks and maintain high customer satisfaction ratings.
• Manage all customer profiles, activities, and forecasts to be accurately maintained in Salesforce.com CRM.
• Maintain a comprehensive ongoing understanding of product capabilities, as well as industry trends.

Account Executive

SaaS Account Executive

• Account Executive focused on driving growth within Certus’ digital solutions across an assigned territory.
• Manage full sales cycle to expand training content and deliver tailored, solutions-based approaches to industry sectors.
• Uncover new sales opportunities via outbound prospecting, networking, and expanding existing relationships.
• Conduct product and value proposition demonstrations to decision-makers, including senior and executive management.
• Partner with Marketing to develop messaging and campaigns.
• Keep detailed notes on prospect and client interactions in Salesforce.
• Maintain and cultivate a consistent book of new business in your sales funnel.
• Present virtual solutions to prospects.

• Research and preparation of sales presentations, data, and proposals to present to clients.
• Leading presentation to 25-50 professionals at workforce development conferences across the US to maintain our brand in the marketplace
• Knowledgeable and able to present on Metrix Learning product, features, and benefits.
• Articulate value by conducting effective product demonstrations to new clients.
• Manage post-sale research, account set-up, program implementation, and onboarding.
• In conjunction with clients, create strategic implementation plans, including client goals with measurable targets.
• Provide strategic direction to help clients meet usage goals, overcome objections, and impediments.
• Manage and monitor the relationship health of accounts, mitigate risks, and maintain high client satisfaction ratings.
• Own and manage accounts, with performance measured on contract completion, managing to usage goals, and renewal.
• Anticipate, identify, and escalate accounts that are in jeopardy and make recommendations on course of action.
• Partner with internal teams as needed to address specific client concerns.
• Provide ongoing account support with regularly scheduled check-in points (virtual or in-person) and usage reports.
• Travel to onsite client meetings and conferences as applicable (usually 6 per year).
• Explore opportunities with existing accounts for upsell and expansion of existing contracts.
• Anticipate and identify ways to grow accounts, including upsells, referrals, and renewals.
• Provide Tier 2 end user technical support as needed.

Client Services Manager

Client Services Manager

SaaS Account Executive

SaaS Account Executive

Client Services Manager, Workforce Development Team