New Era Technology

Customer Support

• Customer Satisfaction through the delivery of world class Support Services.
• Optimizing productivity while assigned to customer tickets or projects.
• Ability to prioritize work through ticket and project status.
• Problem-solving and resolution of network issues and escalating where appropriate.
• Ticket Quality Control and Ticket Management.
• Customer Service including phone, video, and email communication.
• Occasional on-site to nearby customers (less than 5%).
• Occasional on-call responsibility/rotation.
• Participation in process improvement initiatives.
• Documentation skills for customer environments.

IT Support Specialist, Tier 1

Sales

• Responsible for the overall management, mentoring, leadership, and strategic development of the sales team.
• Lead Account Executives across multiple locations – as a single sales team – promoting a high-performance, accountable sales culture.
• Implement sales and support strategies, techniques, and tactics based on customer feedback, senior management teams and market environment.
• Ensure Account Executives are trained to understand and identify opportunities & be able to present all New Era solution offerings.
• Responsible for the development of the sales team to include CRM adoption, process improvements, employee skill enhancement, and motivation techniques.
• Regularly monitor & communicate sales performance metrics to identify specific areas of improvement for the sales team or individual Account Executive(s).
• Coordinate weekly, monthly, and quarterly team sales meetings to review forecasts, discuss strategy and provide training for Sales team, to include product and industry updates, sales strategies, selling skills, etc.
• Collaborate with internal business leaders and marketing team to develop sales and marketing collateral for new services and offerings.
• Collaborate with and support New Era’s Alliances team to leverage manufacturer and distributor relationships to drive sales, while partnering and building relationships to do joint account planning and demand creation.
• Collaborates with other local senior managers, regional management and national management to continuously improvement processes and initiatives.
• Actively participates in management team functions including offering ideas, insights and recommendations on the presentation of New Era service offerings, new business and other topics that ultimately impact the overall quality of the Company.
• Conduct performance reviews, provide frequent feedback, individualized mentoring and address performance issues when necessary.
• Ownership and accountability for sales planning, forecasting, and reporting to ensure alignment with regional and national goals.
• Work well with and demonstrate respect for colleagues at all levels and consistently contribute to a positive work environment for the entire staff.
• Identify wallet-share expansion and new business opportunities, participate in new business pitches and assist in drafting new business proposals.
• Maintain relationships with key accounts for direct and/or indirect support and escalation.
• Assists in strategic sales efforts as needed.
• Leverage existing networks including customers, manufacturers, distributors, consultants, etc. to drive pipeline and sales growth.
• Champion a team culture, fostering collaboration, trust, and a customer-centric mindset across the New Era sales organization.
• Ensure compliance with all GTM processes, reporting, and cadences.

Sales Director – Midmarket

Growth Marketing

• Responsible for the overall management, mentoring, leadership, and strategic development of the sales team.
• Lead Account Executives across multiple locations – as a single sales team – promoting a high-performance, accountable sales culture.
• Implement sales and support strategies, techniques, and tactics based on customer feedback, senior management teams and market environment.
• Ensure Account Executives are trained to understand and identify opportunities & be able to present all New Era solution offerings.
• Responsible for the development of the sales team to include CRM adoption, process improvements, employee skill enhancement, and motivation techniques.
• Regularly monitor & communicate sales performance metrics to identify specific areas of improvement for the sales team or individual Account Executive(s).
• Coordinate weekly, monthly, and quarterlyteam sales meetings to review forecasts, discuss strategy and provide training for Sales team, to include product and industry updates, sales strategies, selling skills, etc.
• Collaborate with internal business leaders and marketing team to develop sales and marketing collateral for new services and offerings.
• Collaborate with and support New Era’s Alliances team to leverage manufacturer and distributor relationships to drive sales, while partnering and building relationships to do joint account planning and demand creation.
• Collaborates with other local senior managers, regional management and national management to continuously improvement processes and initiatives.
• Actively participates in management team functions including offering ideas, insights and recommendations on the presentation of New Era service offerings, new business and other topics that ultimately impact the overall quality of the Company.
• Conduct performance reviews, provide frequent feedback, individualized mentoring and address performance issues when necessary.
• Ownership and accountability for sales planning, forecasting, and reporting to ensure alignment with regional and national goals.
• Work well with and demonstrate respect for colleagues at all levels and consistently contribute to a positive work environment for the entire staff.
• Identify wallet-share expansion and new business opportunities, participate in new business pitches and assist in drafting new business proposals.
• Maintain relationships with key accounts for direct and/or indirect support and escalation.
• Assists in strategic sales efforts as needed.
• Leverage existing networks including customers, manufacturers, distributors, consultants, etc. to drive pipeline and sales growth.
• Champion a team culture, fostering collaboration, trust, and a customer-centric mindset across the New Era sales organization.
• Ensure compliance with all GTM processes, reporting, and cadences.

IT Support Specialist, Tier 1

Sales Director – Midmarket

Sales Director – Enterprise Growth