About the Sales Support position

The Sales Support’s responsibilities include working closely with customers to determine their needs, answer their questions about our products and recommend the right solutions. You should also be able to promptly resolve customer complaints and ensure maximum client satisfaction. To be successful as a Sales support, you should stay up-to-date with product features, manage stock levels and inventory within customers' facilities.

We don’t just want a lead generator but someone who can build rapport and develop long-standing relationships.

Ultimately, the duties of a sales associate are to achieve excellent customer service, while consistently meeting the store’s sales goals.
In return, Fastenal will provide training, give you progression opportunities throughout your new career and pay a competitive salary with bonus opportunities in the future.

Working hours: Monday - Thursday; 8 am to 5 pm, Fridays; 8 am to 2:30 pm

Sales Support responsibilities are:

• Providing excellent customer/sales service

• Driving company vehicle to customers' locations and Fastenal stores

• Working hard to drive in sales

• Seeking out prospective customers

• Being knowledgeable about the products/services

• Business to Business sales of Industrial supplies, PPE equipment and more

• Managing inventory within customer facilities

• Warehouse and industrial vending machine maintenance

• Receiving of goods, picking orders, shipping goods, material handling, cycle counts

• Communicating with team members

• Suggesting ideas on how to improve sales

Sales Support requirements are:

• Experience as a Sales Associate or any related area (Preferable)

• Full UK Driving Licence (Key Requirement)

• Good understanding of sales and customer service

• Able to communicate well with customers

• Good at math

• Customer friendly

• Experience with POS transactions would be a plus

• High school diploma/ BA/BSc would be a plus

Job Summary

2020 is an exciting time to join MathWorks as we continue to develop and grow our Shared Sales & Services centre in Galway, Ireland.

MathWorks has established an EMEA Customer Success team dedicated to helping our academic customers experience the full value of MATLAB and Simulink. 

We are looking for an enthusiastic, creative person to join our team to further help our customers efficiently implement campus-wide access of our products. This role will be focused on supporting our Distributor Partners covering over 27 countries.

As a Customer Success Specialist, you will – in partnership with our distributors – work with a portfolio of leading academic universities in the above regions to onboard, train, and be part of an account team that proactively drives adoption of our software. This ensures customers experience a partnership that includes excellent service and directly results in renewal of their campus-wide license each year.

Responsibilities

Working in 8 distributor territories, scope out and together with the Customer Success Manager and other stakeholders develop, implement and support an onboarding process of new Campus-Wide Licences sold by Distributors. Similarly, develop, implement and support a ‘re-onboarding’ process of existing Campus-Wide licences previously sold via our Distributor network.

Own and manage assigned tasks within the above customer onboarding process from customer commitment stage through annual renewals and support annual renewal effort. Together with the Distributor, serve as a central point of contact for university stakeholders engaged in meeting the needs of current and prospective MATLAB user communities throughout the university.

Ensure the customers transition to the Campus-Wide Licence is seamless. Work closely with the Distributors' Sales Team in supporting the pre-sale process when needed. Proactively resolve issues to ensure stakeholders and key users have a hassle-free experience; if required, help to manage all additional issues until resolved. Motivate customers to act autonomously to ensure a successful, ongoing deployment of their Campus-Wide license.

Together with the Distributor Sales team(s), engage customers in developing and executing collaborative implementation plans that ensure onboarding, training and awareness building activities for their campus are successfully executed. 

Build trusted, consultative relationships with Distributors and end customers through scheduled outbound interactions. Maintain proactive, regular contact with Distributors and customer accounts to maximise their success throughout the annual customer lifecycle.

Work closely and collaborate with the wider account team, within MathWorks and within our Distributors to:

1. escalate customer issues to Sales or Installation Support if required
2. conduct regular Business Reviews with customers to ensure Campus-Wide access is helping them meet their business goals.
3. integrate awareness activities with the deeper technical engagement activities driven by the Customer Success Engineers (CSEs) and Field Marketing.
4. Identify and nurture relationships with customer advocates in concert with customer reference program.

Together with the wider Customer Success team in Galway, North America and the Asia-Pacific regions, integrate customer feedback through regular interaction, customer satisfaction surveys and feedback from customer-facing colleagues to evolve and continuously improve onboarding materials, tools and processes.

Discover and analyse gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps. Collaborate with the team to build and evolve ROI reporting tools that support the renewal process.

Minimum Qualifications

• A bachelor's degree and 1 year of professional work experience is required.

Additional Qualifications

• Customer-focused with exceptional persuasive verbal and written English communication skills, excellent telephone skills, strong business acumen and a high level of attention to detail.
• At least one European language in addition to English.
• Strong critical thinking skills.
• 3-5 years’ work experience in a customer success or equivalent customer-facing role.
• Experience in a technical or software environment.
• Experience in program and project management skills including project analysis, risk management, course correction, and process improvement are also critical to the role.
• Demonstrated ability to work in highly collaborative, cross-functional environments.
• Experience working with staff at multiple levels, including senior management; international experience is a plus.
• Detail-oriented with a self-starting ability.
• Ability to work within a new, evolving role with new processes that will require refinement over time.
• Ability to deduce required activities based upon proactive analysis of customer metrics.
• Demonstrated ability of customer issue ownership and relationship building.
• Demonstrated ability to influence and direct customer activities.
• Effective problem solving, critical thinking, collaboration, and influencing skills.
• Social media savvy, awareness of social media strategy, usage, content, and channels deployed by third-level institutes.

To all recruitment agencies: MathWorks does not accept agency CVs. Please do not submit CVs to our career site or to our MathWorks staff. MathWorks is not responsible for any fees for CVs submitted by an agency.

Job Summary

2020 is an exciting time to join MathWorks as we continue to develop and grow our Shared Sales & Services centre in Galway, Ireland.

MathWorks has established an EMEA Customer Success team dedicated to helping our academic customers experience the full value of MATLAB and Simulink. 

We are looking for an enthusiastic, creative person to join our team to further help our customers efficiently implement campus-wide access of our products. This role will be focused on supporting our Distributor Partners covering over 27 countries.

As a Customer Success Specialist, you will – in partnership with our distributors – work with a portfolio of leading academic universities in the above regions to onboard, train, and be part of an account team that proactively drives adoption of our software. This ensures customers experience a partnership that includes excellent service and directly results in renewal of their campus-wide license each year.

Responsibilities

Working in 8 distributor territories, scope out and together with the Customer Success Manager and other stakeholders develop, implement and support an onboarding process of new Campus-Wide Licences sold by Distributors. Similarly, develop, implement and support a ‘re-onboarding’ process of existing Campus-Wide licences previously sold via our Distributor network.

Own and manage assigned tasks within the above customer onboarding process from customer commitment stage through annual renewals and support annual renewal effort. Together with the Distributor, serve as a central point of contact for university stakeholders engaged in meeting the needs of current and prospective MATLAB user communities throughout the university.

Ensure the customers transition to the Campus-Wide Licence is seamless. Work closely with the Distributors' Sales Team in supporting the pre-sale process when needed. Proactively resolve issues to ensure stakeholders and key users have a hassle-free experience; if required, help to manage all additional issues until resolved. Motivate customers to act autonomously to ensure a successful, ongoing deployment of their Campus-Wide license.

Together with the Distributor Sales team(s), engage customers in developing and executing collaborative implementation plans that ensure onboarding, training and awareness building activities for their campus are successfully executed. 

Build trusted, consultative relationships with Distributors and end customers through scheduled outbound interactions. Maintain proactive, regular contact with Distributors and customer accounts to maximise their success throughout the annual customer lifecycle.

Work closely and collaborate with the wider account team, within MathWorks and within our Distributors to:

1. escalate customer issues to Sales or Installation Support if required
2. conduct regular Business Reviews with customers to ensure Campus-Wide access is helping them meet their business goals.
3. integrate awareness activities with the deeper technical engagement activities driven by the Customer Success Engineers (CSEs) and Field Marketing.
4. Identify and nurture relationships with customer advocates in concert with customer reference program.

Together with the wider Customer Success team in Galway, North America and the Asia-Pacific regions, integrate customer feedback through regular interaction, customer satisfaction surveys and feedback from customer-facing colleagues to evolve and continuously improve onboarding materials, tools and processes.

Discover and analyse gaps in the customer experience that may lead to customer attrition. Work cross-functionally with others to address such gaps. Collaborate with the team to build and evolve ROI reporting tools that support the renewal process.

Minimum Qualifications

• A bachelor's degree and 1 year of professional work experience is required.

Additional Qualifications

• Customer-focused with exceptional persuasive verbal and written English communication skills, excellent telephone skills, strong business acumen and a high level of attention to detail.
• At least one European language in addition to English.
• Strong critical thinking skills.
• 3-5 years’ work experience in a customer success or equivalent customer-facing role.
• Experience in a technical or software environment.
• Experience in program and project management skills including project analysis, risk management, course correction, and process improvement are also critical to the role.
• Demonstrated ability to work in highly collaborative, cross-functional environments.
• Experience working with staff at multiple levels, including senior management; international experience is a plus.
• Detail-oriented with a self-starting ability.
• Ability to work within a new, evolving role with new processes that will require refinement over time.
• Ability to deduce required activities based upon proactive analysis of customer metrics.
• Demonstrated ability of customer issue ownership and relationship building.
• Demonstrated ability to influence and direct customer activities.
• Effective problem solving, critical thinking, collaboration, and influencing skills.
• Social media savvy, awareness of social media strategy, usage, content, and channels deployed by third-level institutes.