Sr. Client Support Specialist
Location: Los Angeles
Posted on: June 13, 2021
This is a field-based position. Ideal candidates will be located
in or near Los Angeles, CA.
JOB OBJECTIVE: The Sr Client Support Specialist will serve as
the liaison to our internal and external customers. Provide
technical support and information about Promega products and
services, thereby building strong customer relationships that will
lead to an increase in information exchange, technology
acquisition, and economic interaction. Responsible for coordination
of all end user-defined activities in their strategic accounts,
including assisting distributors. Drive sales of all Promega
products by identifying, developing and securing all relevant sales
leads and opportunities in the assigned territory in order to meet
personal and Promega sales goals.
Use the customer relationship management system (CRM) and other
sales analysis tools to generate reports, manipulate data and
effectively analyze results. Maintain appropriate notes in the
Identify and maintain strategic accounts and clients to maximize
effectiveness. Consistently request, receive, and leverage customer
Identify both new technologies/products and "targeted"
technologies/products that will benefit Promega's business
Develop and maintain an active sales funnel of opportunities
across the Promega product portfolio.
Provide technical support by thorough knowledge of Promega's
product line and effective communication of applications related to
Effectively link unique Promega solutions to meet and exceed
requirements of the customer's business. Work with the Regional
Manager to apply custom solutions and knowledge about unique
(Custom/OEM/CAS/ early access products) solutions Promega can offer
customers. Develop internal relationships with R&D, marketing,
and operations personnel for the benefit of the customer.
Develop account and territory plans with support from the
regional manager and enact them accordingly, taking into
consideration the customer situation (funding, technology, etc.).
Display consistent excellent rapport with all buying influences
(including the Economic buyer), consciously matching selling style
to customer's buying style and role. Maintain a high level of
situational awareness. Take ownership to ensure customer
satisfaction. Build positive relationships at multiple levels
within an account; be viewed as approachable and interested by
customers; utilize social skills to build a bond with
Establish strong pricing rationale and strategy. Effectively
leverage understanding of customer business, competitive
environment, and value proposition to set price. With support from
the regional manager, employ pricing strategies to develop pricing
for custom and bulk opportunities, work effectively with CAS and
legal teams as necessary to enact supply agreements, Master Service
Agreements, CDA, MTA's. Promote new products in development and
identify early adopters and alpha and beta testers.
As necessary, work with the regional manager to establish
contracts, supply, and license agreements.
Proactively pursue industry, competitor, and customer knowledge
by reviewing industry literature, web sites, web news services,
conferences and networking. Anticipate and communicate industry
trends back to Promega.
Translate sales opportunities into workable and detailed action
plans; demonstrate an understanding of the steps that go into a
sales cycle; develop clear milestones and metrics for assessing
progress to goal. Lay out a clear sales plan which includes
specific action steps and milestones for managing the sales cycle
from beginning to end. Provide completed Blue and Green sheets
along with a sales call plan before meetings.
Drive awareness and success of the Helix program through Helix
stocking and sample follow up. Host Helix re-launch parties,
develop stock customization, and work with the SBU to appropriately
market the unit within the account.
Provide instrument demonstrations with the goal of moving
opportunities forward. Work with SBU resource/Corporate Sales
Team/overlay teams on an as needed basis. Work with customers and
internal teams on further application development beyond standard
application of Promega products.
Discuss relevant market investment activities and business unit
initiatives for strategic territory development with the regional
manager on a regular basis and enact plans to achieve goals as
defined in conjunction with the regional manager.
Flexible in handling change, meeting a standard of excellence,
persistent in pursuing goals despite obstacles and setbacks.
Self-awareness of how behaviors can affect our colleagues. Keeping
disruptive emotions and impulses in check, sensing other's feelings
and perspectives to advocate and voice opinions and viewpoints
appropriately within and outside Promega. Asking questions and
respecting opinions, to help gain perspective on how to navigate
and get things done within the organization.
Effectively use overlay teams (FSS/SCMT/COS) to advance complex
opportunities for the benefit of the customer.
Demonstrate team skills by working cooperatively and
collaboratively with others; support and assist others on the team
who need help.
- Understands and complies with ethical, legal and regulatory
requirements applicable to our business.
Represent Promega at conferences, shows, workshops and seminars
locally, regionally or nationally, as necessary. Organize and plan
lectures, vendor shows, workshops and seminars in specific
territory. 2. Schedule end user meeting prior to attendance.
Assist with putting together content for regional and national
- Actively participate in internal and external corporate teams
including and not limited to Marketing, Sales, R&D, and
BS or BA (MS, or Ph.D. preferred) degree in a life sciences
Technical competency to understand and to clearly discuss
fundamental theory and principles of experimental design,
techniques and results; to stay current in technical knowledge; to
troubleshoot and to provide information back to the customer in a
helpful, courteous, positive and professional manner.
Three years lab experience with proven knowledge and
understanding of molecular biology, cell biology and related
Minimum 3-5 years previous experience working with customers in
a sales environment.
Demonstrated ability to drive sales to achieve full FY territory
Experience giving oral presentations both internal and external
Must have current and valid U.S. driver's license.
Knowledge of Microsoft Office (Word, Excel, PowerPoint,
Outlook), e-mail and the use of the Internet.
Demonstrated clear and effective written, verbal and
Highly driven, independent worker with a strong motivation to
Has an approachable manner that encourages interaction with
Maximizes efforts to focus on priorities; systems in place for
efficiently managing administrative details.
Ability to work independently, self-motivate and thrive in a
Excellent organizational skills.
- Must possess a valid driver's license.
- Perform other duties as required.
Ability to move up to 40 lbs.
Ability to drive a vehicle.
Ability to use computer and telephone equipment.
- Ability to travel up to 70% of time, dependent on
Diversity is important at Promega. We are proud to be an Equal
Opportunity Employer, and make employment decisions without regard
to race, color, religion, sex, sexual orientation, gender identity,
national origin, veteran status, disability, or any other protected
Keywords: Promega, Los Angeles , Sr. Client Support Specialist, Other , Los Angeles, California
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