POSITION OVERVIEW :
The Data Service Representative (DSR) will maintain, manage, and grow revenue according to objectives.
Priorities of the DSR are as follows :
Details of function and desired result :
Function : Provide service to every Ontrack customer (this includes, but is not limited to service partners, corporate partners, Web Request For Quotes, repeat and new customers) professionally and efficiently.
Explain and offer all Ontrack service options available to the customer base to meet their needs and expectations. Maintain pricing, and call performance standards for data recovery and software indicative to the high level of quality and service provided by Ontrack.
Desired Result : . Consistently meet or exceed performance requirements such customer satisfaction, turn time, and RFQ response time Pricing quotes are consistently within the guidelines set by management.
Monitoring of sales calls by supervisors and team leads
Function : Prepares call reports of daily activity (successes, rejections) and generates reports of business transactions and keeps expense accounts for management, marketing, and product management.
Provide a steady flow of feedback to Ontrack management, marketing, and product management.
Desired Result : Ensure that customer and channel input is incorporated into future product and services development. Complete on a timely basis with accuracy.
Function : Provide high level customer service to external and internal customers.
Desired Result : Generate business with repeat and new customers. Customers are satisfied with Ontrack service.Generate high conversion of leads from Inbound Sales group in order to achieve partner recruitment levels as assigned.
Function : Coordination and communication of job activity. Communication daily with customer as to the current status of data recovery job.
Continue communication with customers on a daily basis to close Exhibit B’s in the shortest possible time. Provide options and solutions to customer.
Act as a liaison between data recovery process and the customer. Properly document sales calls and all communication involved in the support of the data recovery process into the customer database.
Desired Result : DR job status is provided to customers in a timely manner (meeting or exceeding customer feedback expectations as measured in customer service surveys).
Customers are aware of all options and / or solutions available to then. Customers (both Internal and External) are consistently given the highest quality of service, respect, and support.
Documentation (both verbally and in database) of the data recovery process is consistently accurate and up-to-date for each individual job to ensure that any Ontrack Rep could provide assistance to your customers at any given time.
Function : Identify and foster long term business relationships with repeat customers and large customers. Identify leads for other Ontrack products / services and forward to business development group.
Desired Result : Feedback from Customer Satisfaction Surveys, and Ontrack Partnership Managers.
Function : Recruit, manage and grow revenue from new and current data recovery partners. Responsible for extensive telephone communication with partners in Australia and or other segments designated by management.
Promote all aspects of Ontrack.
Desired Result : Achieve revenue quotas and other business objectives as assigned
EDUCATION and EXPERIENCE :
strong account development and presentation skills are required. Time management and project management are necessary. To perform this job successfully, and individual must have the ability of selling to Corporate Executives.
Extensive telephone support with partners will be required; some travel will be required.
PHYSICAL REQUIREMENTS :
MENTAL / REASONING REQUIREMENTS :
Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public.
WORK ENVIRONMENT :
Job descriptions are not intended, and should not be construed to be all inclusive lists of responsibilities, requirements, or working conditions associated with a job.
While the job description is intended to be an accurate reflection of the job requirements, management reserves the right to modify, add, or remove duties from particular jobs as it deems necessary.
Account Mang / Prof Services / Sales / Sales Support
355-Sales and Call Center DSTBusiness Unit / Legal EntityKLDiscovery Ontrack Pty Ltd