Overview
Our Business Development Managers (BDM), each working out of a designated lab (or labs, based upon lab proximity), have a customer-centric growth mindset and play a crucial role in driving sustainable organic revenue growth within their assigned lab(s). BDMs are transforming the way we do business with our customers by focusing on every aspect of customer relationship building to achieve a level of customer intimacy and ease of doing business that results in trust and loyalty. They are responsible for (1) developing and executing sales strategies to retain and grow existing customers, including by moving current customers into new channels within our End-to-End offerings, (2) identifying and pursuing revenue opportunities with new regional customers, and (3) exceeding lab-based sales targets provided at the beginning of each fiscal year.
Each BDM will receive a lab-based customer list and is expected to develop and implement strategies to proactively engage with those customers, recognize and act on opportunities with current and new customers, enhance overall customer satisfaction, and identify and address potential attrition risks. This position requires a strong understanding of customer needs and regional business opportunities, passion for building relationships, an ambitious go-getter mentality, strong interpersonal, analytical and organizational skills, and drive to exceed expectations.
This position will report to the applicable Regional Sales leader.
Key Accountabilities and Responsibilities
Customer Retention and Growth-
- Develop and execute regional customer retention and growth strategies aligned with company revenue and Service channel sales goals
- Proactively engage with current, new, and at-risk regional customers through face-to-face interactions and personalized communication
- Analyze customer and regional business data to identify risks, trends, and opportunities to expand revenue within current and new service tracks
- Understand customer and regional sector needs, opportunities, and pain points to identify opportunities for relationship expansion and revenue and Service track growth
Customer Relationship Management-
- Build strong relationships with key customers and prospects within the region through methodical, personalized, and consistent customer attention, engagement, and service
- Address customer concerns/questions promptly and effectively, ensuring customer satisfaction
Customer Experience Enhancement-
- Collaborate with cross-functional teams (e.g., Operations, Customer Service Coordinators (CSR), product development, marketing) to improve the quality of the customer experience and facilitate ease of doing business
- Identify and implement initiatives to enhance customer loyalty and satisfaction
- Gather and analyze customer feedback to inform continuous improvement efforts
New Customer Acquisition-
- Understand each lab's regional business market and competitive landscape (strengths, weaknesses, benefits), analyze market trends and competitive activity to identify new opportunities
- Identify and pursue new market opportunities, customer segments, and Service channels
- Develop and proactively execute new customer sales strategies to attract new customers to each lab, across Transcat's portfolio of Service offerings
- BDMs will receive all leads in their assigned region and will have discretion and authority to pursue the lead themselves or transfer the lead to the lab's ADM
Strengthen Lab Relationships-
- Ensure full understanding of assigned lab(s) capabilities and lab-identified opportunities by creating and maintaining a positive relationship with the Lab Manager and maintaining a cadence of communications and lab visits that allow for regular knowledge transfer
- Visit customers and prospective customers with the Lab Manager to create customer intimacy and loyalty and showcase the Lab Manager's technical knowledge
- Advise Lab Manager of sales strategies and results; work with Lab Manager to evaluate results and develop modified and new approaches to current and new customer retention and growth
- Partner with the lab's Lab Manager, Account Development Manager (ADM) and Customer Service Representative (CSR) to provide and ensure the highest level of customer service and the maximum focus on expansion of business with current customers and attraction of new customers
- Participate in Monthly/Quarterly internal lab reviews with Sales and Operations leadership
- Serve as a key member of the team (Regional leader, Lab Manager, and BDM) that reports to members of the executive team on the current state of the lab's customer and regional portfolio and projected wins and revenue.
Performance Tracking/Reporting/Communication-
- Fully utilize Salesforce and leverage its capabilities to drive sales and improve customer service (e.g., manage leads, track customer interactions, build and maintain relationships with customers, track communications and sales performance in accordance with Transcat processes, identify trends, make data-driven decisions, generate reports on key metrics, such as sales pipeline, outreach, conversion rates, customer lifetime value, and activities related to building knowledge of market opportunities, size of market, potential targets and channel opportunities, competitors, lead generation, and prospecting)
- Record all activities and updates in Salesforce, including performing Salesforce hygiene to ensure accuracy, completeness, and consistency of data, which involves cleaning, updating, and maintaining data to improve its quality and reliability
- Prepare and present regular reports and updates (orally and/or in writing, as directed) on retention/growth/new business/channel performance and opportunities
Management of Sales Territory-
- Manage sales activities in assigned geographic markets, including providing feedback to colleagues, including Lab Manager, ADMs and CSRs regarding sales approaches and efforts
Team Building-
- Provide coaching, guidance, and support to team members
- Motivate and inspire the team to achieve retention and current and new customer growth and channel goals
Travel-
- Regular travel within region required
- Infrequent national travel outside the region may be needed for company-wide initiatives and meetings
Key Competencies and Required Attributes
- Customer centric mindset
- Relationship builder
- Strong oral and written communicator, with exceptional rapport and relationship-building skills
- Driven to achieve results
- Adaptable/flexible
- Proactive and solution-oriented approach to challenges
- Developed sales skills with particular emphasis on the generation of thorough and accurate customer needs assessments, solution development, and gaining/maintaining customer commitment
- Effective negotiating skills
- Ability to sell to multiple levels and constituencies within customer organizations
- Ability to develop and implement comprehensive territory sales plans with clearly defined objectives, strategies, and tactics
- Ability to analyze data and draw meaningful insights
- Team player and collaborator
Required Qualifications
- Bachelor's degree in business, marketing, or a related field
- 5+ years of successful experience in customer retention, account management, or a related customer-centric role in a highly competitive market sector
- Experience with CRM software (e.g., Salesforce) and data analysis tools
- Strong understanding of the company's products and services or proven ability to quickly and understand and absorb new technical information
Bonus Experience
- Experience in a related industry (e.g., telecommunications, SaaS, E-commerce)
- Experience with customer success platforms
- Project management skills
- Miller Heiman Strategic Selling and Large Account Management Training/ Certification