Mesa Laboratories, Inc.

Sales

• Develop and maintain strong relationships with decision-makers and stakeholders within key accounts
• Serve as the primary point of contact for strategic clients, ensuring high levels of satisfaction and trust
• Conduct regular meetings with key clients to understand their business objectives, challenges, and needs
• Work closely with clients to align the company’s products or services with their goals
• Employ a consultative approach to identify opportunities for new solutions or services within key accounts, proactively addressing client needs and driving revenue growth
• Advocate on behalf of clients within the company to ensure their needs are met
• Collaborate with internal teams (e.g., product, customer success, marketing) to deliver solutions that exceed client expectations
• Focus on developing long-term, mutually beneficial relationships that lead to customer retention, loyalty, and increased lifetime value
• Identify opportunities for upselling and cross-selling additional products, services, or solutions to existing key accounts
• Proactively grow the account portfolio through strategic discussions and the introduction of relevant offerings
• Meet or exceed revenue and performance targets
• Track account performance against targets and take necessary actions to ensure goals are achieved
• Provide accurate and timely forecasts of account performance, including revenue and renewal expectations
• Regularly report on the status of key accounts to senior management
• Ensure the renewal of contracts for key accounts, working with clients to understand their evolving needs and proposing solutions that meet these requirements
• Actively monitor and manage the health of key accounts, addressing any issues or challenges that may impact satisfaction or retention
• Strive to prevent churn by providing proactive support and solutions
• Work closely with the customer success and implementation teams to ensure a smooth onboarding process for new clients or new products/services for existing clients
• Follow up to ensure that the client is satisfied and realizes the value from the solutions offered
• Take the lead in resolving any client concerns or challenges, leveraging internal resources and processes to find timely and effective solutions
• Gather feedback from clients regularly and use it to improve service delivery, product offerings, and client interactions
• Provide actionable insights to relevant teams
• Collaborate with cross-functional teams, including sales, product management, marketing, and customer success, to deliver exceptional service and solutions to key accounts
• Stay informed about the company’s products, services, and capabilities
• Continuously enhance knowledge to effectively communicate with clients about new features, updates, and offerings
• Work with the sales team and senior leadership to support account development and growth strategies
• Share insights on customer preferences, pain points, and industry trends
• Stay informed about industry trends and the competitive landscape, identifying opportunities for differentiation and areas where the company can offer greater value than competitors
• Analyze key account needs and feedback to spot emerging trends, ensuring that the company’s offerings remain relevant and competitive in the marketplace
• Maintain accurate and up-to-date records for all key accounts in the CRM system (e.g., Salesforce)
• Document all client interactions, meetings, opportunities, and action items
• Provide timely reports on account activities, performance, and progress against key metrics and targets
• Ensure internal reporting is accurate and reflects the current state of key accounts.

Regional Sales Manager

Manager

• Lead, mentor, and develop a team of Field Services Engineers and Supervisors, ensuring optimal performance and skill development across the team
• Provide regular coaching, performance reviews, and career development support for team members
• Oversee daily field service operations, ensuring that field engineers are meeting targets for service requests, installations, maintenance, and repairs
• Develop succession planning and training programs for the team to ensure continuity and growth
• Develop and implement operational strategies for the field services team to improve efficiency, reduce downtime, and enhance the customer experience
• Manage the resource allocation process, ensuring that projects and field service calls are appropriately staffed with the right technical expertise
• Ensure that service operations align with corporate goals and KPIs, implementing corrective actions when necessary
• Review and adjust operational procedures and workflows to optimize service delivery times, costs, and quality of service
• Act as a senior point of contact for customer escalations and resolve complex or critical issues in the field
• Work closely with the customer support and sales teams to ensure customer expectations are met or exceeded for all installations, repairs, and service engagements
• Regularly communicate with clients to ensure satisfaction with service quality, troubleshoot complex customer problems, and build long-term customer relationships
• Implement proactive solutions to address recurring service issues and improve overall customer satisfaction
• Ensure that all field service work is carried out in compliance with company policies, safety standards, and regulatory requirements
• Conduct audits, inspections, and performance reviews to ensure adherence to established best practices, quality standards, and technical protocols
• Analyze service data to identify areas for improvement in service delivery and implement changes to improve safety, quality, and efficiency
• Provide expert-level technical support and troubleshooting guidance to field engineers dealing with complex installations, maintenance, and repair issues
• Serve as a subject matter expert on the company’s products, systems, and solutions, and actively contribute to product improvement initiatives
• Work with R&D and engineering teams to escalate critical product issues, providing valuable feedback from the field
• Oversee the budget for field service operations, ensuring that expenditures remain within the allocated budget and cost-effective service delivery is maintained
• Monitor and control service-related costs (e.g., travel, materials, equipment) to ensure efficient use of resources
• Manage inventory of field tools, parts, and equipment to ensure availability and minimize downtime due to shortages or delays
• Establish key performance indicators (KPIs) and metrics for the team, and ensure continuous monitoring of service efficiency, response times, and customer satisfaction
• Develop and maintain dashboards, reports, and metrics for tracking team performance, identifying trends, and reporting progress to upper management
• Analyze performance data to identify potential inefficiencies, service bottlenecks, or areas for improvement
• Provide regular updates to senior management on field service performance, challenges, and strategies for improvement
• Continuously assess and improve service processes to enhance efficiency, reduce costs, and increase service uptime
• Implement best practices and new technologies to optimize service operations, including field management software, remote monitoring tools, and IoT-enabled service solutions
• Lead or contribute to cross-functional process improvement initiatives and foster a culture of continuous improvement within the field services team

Regional Sales Manager

Associate Manager, Field Service