Customer Engagement Manager Jobs in Silver Spring, MD

Position Overview
The Sales & Customer Engagement Manager is responsible for identifying, sourcing, and securing business across the full end-to-end range of products and services Hargrove as an organization can deliver with direct focus on event opportunities. This position may be focused on one specific sector or region. The Customer Engagement Manager will be expected to take clients through the entire sales process, from outreach, consulting, RFP process to close. The Customer Engagement Manager will report to the GSO Sales Leader.
Key Job Responsibilities
Business Development
• Proactively pursue net new business opportunities and follow up on assigned event leads from marketing campaigns, new solution offerings and industry relations efforts.
• Build strategies and customer pursuit plans that include contacting prospective clients to conduct an end-to-end event solution.
• Manage demonstrations to introduce Hargrove, Hargrove's approach, and solutions as relevant to each contact.
• Develop relationships with multiple stakeholders in designated key accounts to include meeting planners, business unit directors, and sourcing teams to target events using personal networks, contacts from industry relations activities, and unassigned contacts.
• Understand customer's needs and goals to create an event experience that best aligns Hargrove resources and solutions, while driving customer awareness and adoption.
• Identify and develop additional event leads via targeted prospecting.
• Manage quotes, proposals, pitches, and RFPs through the sales process and in partnership with other departments, from lead to WIN.
• Advocate for Hargrove solutions in the industry, through speaking, networking, or attending events as needed.
• Actively network and generate new contacts, making valuable introductions to Hargrove while also working the existing database to ensure customers are shown the maximum partnership value.
Event/Account Management
• Oversee the sales process for identified opportunities and key account assignments.
• Act as the liaison between customer and the production teams to ensure conversion and overall customer satisfaction.
• Ensure compliance and consistent execution of any customer agreements across Hargrove's executing divisions.
• Maintain timely and consistent customer scope and reporting via Compass and Navigator, through the transition to the assigned execution team for the delivery, while you maintain the internal/external communication of key requirements.
Revenue Management
• Meet and exceed monthly and quarterly revenue quotas.
• Actively manage event pipeline while evaluating opportunities to engage in other areas of Hargrove business including core audio visual services, power, rigging, HSIA, creative services, and all offerings Encore provides to clients.
Sales, Operational and Technical Support
• Effectively communicate the customer's needs internally across multiple departments.
• Liaise with internal resources to convey requirements, budget expectations, and timelines.
• Work closely with Hargrove internal contacts to realize account objectives and act on resolving customer experience and internal issues.
• Monitor and maintain accurate and timely Compass (CRM) Account and Contact data entry, billing records, show evaluations, customer surveys and any other information on assigned accounts requested by management in accordance with policies and procedures.
• Maintain latest solutions knowledge through regular training and development opportunities via EncoreU or other training opportunities as they are presented.
Job Qualifications
• Bachelor's Degree or equivalent
• 3+ Years' experience in Sales
• Seasoned Sales Professional with a go get/hunter sales mindset
• Ability to generate leads through lead follow up, lead generation through calling, sales blitz programs research, and networking.
• Experience in shifting focus and the vision to adapt as needed with changes in the business
• Existing non-preferred/strategic account relationships preferred
• Experience in building relationships and rapport with customers, understanding how to work with accounts until a need is uncovered
• Experience working within a team environment to over-deliver on desired results
• Experience providing a high-level of customer service and having a "yes" approach to finding solutions
• Experience in creating and delivering compelling high-level presentations to a variety of key stakeholders
• Excellent computer skills including all Microsoft Office applications
• Experience with the use of customer relationship database
• Strong written and oral communication skills needed to draft sales presentations, and effectively solicit business via phone and face to face customer contact, as well as through tradeshow and industry events
• Excellent organizational skills and the ability to manage multiple projects/activities at the same time
• In depth understanding of the meetings industry
• Desire and ability to travel within the United States or abroad
Competencies
This section consists of the Competency Group Number that is assigned to the job. Each job at Encore is tied to one of six competency groups. The Competency Group will be determined based on the roles and responsibilities that are required for that job title.
Competency Group = 2
Deliver World Class Service
• Hospitality
• Ownership
Do The Right Thing
• Demonstrates Self-Awareness
Drive Results
• Ensures Accountability
See The Big Picture
• Decision Quality
• Manages Complexity
Value People
• Collaborates
For more information on our Competency Group, refer to the Competency Based Talent Management page on Encore Connect by searching for the title or copy & pasting this URL Link: (https://psav.sharepoint.com/sites/HR/SitePages/Competency-Supported-Talent-Management.aspx).
The above information on this description is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this is intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks be performed as assigned.
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Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
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