Under general direction, intermediate sales and account representative for the customer experience department responsible for generating stated revenue and sales goals by using proven sales techniques, high level prospecting and effective follow-up. Cultivates relationships with large firms as account representative to insure high post-sales satisfaction, investigating and resolving complaints, ensuring product renewals and providing customer follow-up. Conducts law firm trainings using a solid knowledge of how ICLE products and services benefit ICLE’s customers to ensure high resource usage. Routinely conducts presentations of ICLE’s products and services at ICLE live events as well as at other local bar and legal organization programs. Methodically collects and reports on customer feedback for use in product development and improved customer service.
40% - Serves as intermediate sales representative targeting new customers to generate assigned revenue and sales goals and increase market share, utilizing proven sales techniques and prospecting methods:
In conjunction with Business Development Manager, develop sales plan for both outbound telephone and in-person sales calls to achieve stated revenue goals.
Completes assigned research and provides input on approach for increasing activity in the quantity and size of customer groups, including coordination of prospect and customer lists.
Takes initiative in outbound and incoming sales calls for product sales, product satisfaction, notifications of changes, problems, or other items as assigned. Up-sell on all calls and follow-up on sales leads.
Schedules in-person sales appointments with assigned customer groups.
Maintains detailed records of progress on department sales lists by coordinating with customer support representatives, reporting on calls made, follow-up status and status of overall sales goals.
Reports status of sales and goals to manager, sales team and key staff through established channels.
Serve as the contact for problems involving sales.
May mentor and coach customer support representatives on sales tactics and approaches to meet sales goals.
Ensure that staff is aware and are actively offering appropriate cross-sale promotions and current marketing offerings
Ensure that staff is up-to-date and aware of the newest policies and technologies for training on online products.
30% - Acts as account representative for large law firms with 16 member and higher:
Be point of contact and build sales/support relationships for inquiries, training, and usage.
Initiate contact with law firms of 30+ members regularly to assess and discuss usage, satisfaction with products, additional needs, and coordinate on-going training. Maintain database of firm contacts and results.
Regularly schedule and complete in-person trainings with large firms and others groups as assigned.
Anticipate account related issues and proactively resolve; work with Business Development Manager to craft solutions to complex customer problems.
Respond to high level inquiries from large firms via phone and e-mail and provide service to customers using ICLE’s website and databases, including handling usage questions, providing product training and demonstrations, resolving issues, taking product orders and payments, handling multiple attorney registrations and providing requested customer reports.
Make regular outbound calls to large firms and best customers to inquire about renewals, check on status of existing subscriptions and to upsell additional products. Keeps detailed reports regarding law firm renewals.
Submit regular reports analyzing customer requests and types of incoming calls. Make recommendations as needed to manage the calls.
Solicit and communicate customer feedback for use in improving customer experience, product development, and marketing, including information on use of ICLE products, needs, and communication preferences.
Takes initiative to stay abreast of changes, additions, and modifications to the website and web products, as well as known technical issues, works to resolve technical concerns to customer’s satisfaction or refer them to proper source.
15% - Conducts presentations of ICLE’s products and services at ICLE live events as well as at other local bar and legal organization programs:
Plan and attend ICLE events and other venues as assigned to provide onsite demonstrations of ICLE products. Can involve overnight travel, early morning, and evening appointments. Set up exhibits and displays. Report results and make recommendations for improvement.
Regularly make presentations to large groups on a stage using presentation software or other audio-visual equipment.
Working with marketing department, assist in achieving Institute targets for product sales and registrations by cross-selling appropriate products.
Train and evaluate Customer Support Representatives on effective presentation techniques.
Maintain ICLE lobby area with appropriate products and materials.
10% - Supports ICLE customers by providing basic technical support, sales, and account management as well as customer experience/business office functions:
Respond to a high volume of customer inquiries via phone, e-mail, and social media, providing support and training for ICLE’s website and web-based products. Includes understanding mobile devices, web browsers, and technology in general terms.
Accurately communicate and respond to customer product and policy questions.
Serve in back up capacity for granting MCLE credits in iMIS for seminar attendees once the sign-in, sign-out sheets are reconciled.
Serve in back up capacity for opening mail daily, sorting checks and accounts payable paperwork, totaling checks. Hand off for data entry.
Serve in back-up capacity to enter orders, registrations, subscriptions, and accounts receivable payments in ICLE’s database (iMIS) from checks received by mail.
5% - Other duties as assigned:
Serve on ICLE Teams.
Participate in ongoing ICLE Training
Authority to make recommendations regarding procedures that are given particular weight.
Bachelor’s degree in business, sales, marketing or related field or an equivalent combination of education and experience
Minimum of 3 years of experience in sales, including phone sales and cold calls
Proven track record of meeting revenue and sales goals
Demonstrated ability to quickly build rapport with customer groups, exhibiting professionalism
Demonstrated skill in making cold calls and making a connection over the phone.
Proven ability to make formal presentations to large groups
Excellent written and verbal communication skills
Strong customer service experience and proven ability to work courteously with the public
Proficiency in entering data accurately and efficiently
Proficiency with Microsoft Office, including Excel and PowerPoint
Proficiency with Internet browsers, including use of e-commerce
Ability to explain technical concepts and procedures to a non-technical audience
Ability to use a complex phone system
Proven ability to handle multiple tasks efficiently
Must pass a work sample exercise administered by ICLE
At least one year of prior supervisory experience
Knowledge and experience with ICLE products and services
Paralegal training or equivalent knowledge of the legal industry / legal vernacular
Experience with using Microsoft PowerPoint or other presentation software
Prior experience selling subscription services
Ability to quickly retrieve information from ICLE’s website to answer customer questions
U-M EEO/AA Statement
The University of Michigan is an equal opportunity/affirmative action employer.