About GTT:
GTT is a leading global provider of secure cloud networking solutions for multinational organizations. We design and deliver solutions that leverage advanced cloud, networking and security technologies. We complement our solutions with a suite of professional services and exceptional sales and support teams in local markets around the world. We serve thousands of national and multinational companies with a portfolio that includes SD-WAN, security, Internet, voice and other connectivity options. Our services are uniquely enabled by our top-ranked, global, Tier 1 IP backbone, which spans more than 260 cities on six continents. The company culture is built on a customer-first service experience reinforced by our commitment to operational excellence and continuous improvement in our business, environmental, social and governance practices. For more information, visit gtt.net.
Role Summary:
The Inside Sales Representative is responsible for providing account management/sales support to assigned customers consisting of medium-sized enterprise clients, small service providers and resellers of GTT services. The Inside Sales Representative will ensure accounts are retained, services renewed, and additional revenue opportunities are addressed by identifying opportunities to sell additional GTT services into the assigned client base, quoting, and obtaining orders for those services. This role is integral to GTT’s stated mission of providing service to our clients with simplicity, speed, and agility from quoting through service activation and support.
Job Scope:
This role interacts with outside sales, sales support, order processing, sales engineering, marketing, and service Delivery
Duties and Responsibilities:
- Completes account planning that includes managing growth and retention activities for all clients within the assigned account base (including development of account profiles, account strategy and facilitating all required duties and tasks necessary to deliver a positive customer experience).
- Identifies, evaluates and secures orders in assigned accounts for: Opportunities to generate additional revenue through up-selling, proposals, and ongoing marketing promotions & expiring services and contracts.
- Facilitates customer order requests for moves, adds, changes, and disconnects. Initiates orders and ensures that the orders have been completed in a timely and accurate manner to the customer’s satisfaction.
- Monitors assigned account activities (e.g., Customer Alerts, trouble tickets, billing adjustments and collection reports) and follows up as necessary to research, facilitate, and ensure customer satisfaction.
- Actively develops a sales funnel through ongoing communications to assigned customers, utilizing including but not limited to phone calls and e-mail.
- Manages contractual obligations to ensure compliance is maintained with terms and conditions specified in contracts/Master Service Agreements
- Formulates and presents solutions persuasively and effectively while linking benefits to the client’s business objectives and needs.
- Actively qualifies opportunities by understanding the customer’s business, buying process, requirements, and expectations.
- Responsible for producing new sales from current GTT customers via telephone and other methods. Must have a sense of urgency and respond to inquiries within established timeframes.
- Performs other duties as assigned.
Required Experience/Qualifications:
- Bachelor’s degree preferably in business or telecommunications or equivalent combination of applicable education/experience
- 2+ years’ experience in direct sales/account management, up-selling, product positioning, and customer service to end user customers, preferably in telecommunications or technology industry
- Working knowledge of the Internet and web site navigation
- Communication – Verbal and written, utilizing various communication vehicles
- Active listening and interpersonal skills
- Conflict management/dispute resolution
- Energetic, positive, and customer-friendly attitude
- Aptitude to work in rapidly changing environment - desire to adapt to changing work requirements and multi-task
- Must be accountable and demonstrate a high level of concern for work output
- Proficiency in MS Excel and Outlook
Desirable Experience/Qualifications:
- Inside Sales, Outside Sales or Appointment Generating experience
- Experience selling a technology-based solution
- Upselling experience
Hours/Travel/Shift:
Standard business hours, Monday – Friday.
Core Competencies
- Effective Communications: Understanding of effective communication concepts, tools and techniques; ability to effectively transmit, receive, and accurately interpret ideas, information, and needs through the application of appropriate communication behaviors.
- Negotiating: Knowledge of successful negotiation concepts and techniques; ability to negotiate successfully across the organization and with external vendors and clients in a constructive and collaborative manner.
- Problem Solving: Knowledge of approaches, tools, techniques for recognizing, anticipating, and resolving organizational, operational or process problems; ability to apply knowledge of problem solving appropriately to diverse situations.
- Relationship Management: Knowledge of relationship management techniques; ability to establish and maintain healthy working relationships with clients, vendors, and peers.
- Perseverance and Follow-Through: Knowledge of how to maintain and record contact with customers and prospects; ability to effectively continue an approach to a customer or customer group through repeated contacts and in spite of initial uncertainty about the outcome.
- Sales Proposals and Presentations: Knowledge of sales processes, tools, and techniques; ability to prepare and present formal recommendations for how the organization can meet the customer's needs.
- Value Selling: Knowledge of the principles and practices for selling products, technology and services; ability to provide overall product/service 'value' and to differentiate support offerings that address clearly understood customer needs.
Universal Competencies
- Continuous Improvement: Knowledge of transformation initiatives to drive fundamental changes, enhance responsiveness and efficiency to core business practices. Ability to drive cultural changes from best effort to results oriented.
- Customer First (Customer Facing) : Knowledge of internal customer interactions, creating a culture of accountability, collaboration, and partnership. Ability to build an environment supporting internal customer value creation at every level.
- Operational Excellence: Understanding the system-driven processes for consistency and scalability. Ability to re-focus processes and systems from integration activity to maximizing a positive customer impact and anticipating future trends.
EEO Statement
GTT provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, GTT complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
GTT expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of GTT’s employees to perform their job duties may result in discipline up to and including discharge.
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