Installed Base Sales (IB Sales)

We are seeking a dedicated and results-driven B2B Installed Base Sales to focus on the retention and growth of our customer base. This role is designed for someone who thrives in building and maintaining strong relationships with clients, understanding their business needs, and driving strategies to expand revenue. You will be responsible for managing and growing a portfolio of key business clients, ensuring they derive maximum value from our consumable business.

Key Responsibilities:

1. Develop and nurture long-term relationships with key clients to ensure satisfaction, loyalty, and retention.
2. Serve as the primary point of contact for clients, addressing inquiries, concerns, and any issues promptly.
3. Conduct regular check-ins (visit, and/or communication) and business reviews with clients to assess their satisfaction to company’s service level agreement and align with customer evolving needs.
4. Develop and implement strategies to retain and/or increase customer consumable revenue and ensure that revenue targets are consistently met or exceeded.
5. Collaborate with the sales team to support business expansion opportunities, including identifying potential new revenue streams or markets for existing clients.
6. Provide guidance to clients’ needs to improve the usage of our consumables, ensuring alignment with their business objectives.
7. Monitor account health, identifying potential risks to retention or revenue growth, and take action to mitigate any negative impacts.

Performance Tracking & Reporting:

1. Track key performance metrics (e.g., revenue, account growth, client satisfaction, churn, and retention).
2. Analyze customer feedback and use it to optimize account management processes and improve client experience.
3. Work closely with internal teams (sales, operation, marketing, and technical) to ensure that client needs are met effectively and in a timely manner.
4. Provide valuable customer insights to customer experience to help shape service offerings and innovations based on client’s needs.

Qualifications:

1. Bachelor’s degree in business, marketing, or a related field.
2. 3+ years of experience in B2B account management, sales, or customer success, preferably experience with CRM, B2B Sales and consultative sales.
3. Proven track record of success in retaining and growing customer accounts.
4. Strong communication and negotiation skills with the ability to build lasting business relationships.
5. Results-oriented with a strong ability to meet and exceed revenue targets.
6. Excellent problem-solving skills with a focus on proactive solutions.
7. Comfortable working in a fast-paced environment and managing multiple accounts simultaneously.
8. Familiarity with CRM systems and sales tools (e.g., Salesforce, HubSpot, etc.).

Key Skills:

1. Problem Solving and Critical Thinking
2. Client Relationship Management
3. Strategic Account Planning
4. Revenue Growth & Upselling
5. Customer Retention Strategies
6. Cross-functional Collaboration
7. Negotiation and Contract Management
8. Data Analysis & Reporting