Red River

Support Services Manager

US-NH-Claremont
Category
Operations
Travel
10%
Type
Regular Full-Time

Overview

The Services Manager’s primary function will be to manage and support a pipeline of maintenance opportunities Red River is responding to whether it is being driven by the Support Services division, or a Sales Team. This includes both standalone maintenance as well as being the subject matter expert on cross-solution sales.  The Services Manager is expected to drive revenue and margin for some of Red River’s top producing Sales teams through product and contract knowledge, customer calls, and industry knowledge.  This includes both renewal and net new opportunities that can span multiple OEMs.  The Services Manager is expected to develop and maintain relationships with internal sales teams, customers and industry partners while presenting the highest level of ethics and customer service through various forms of communication.

Responsibilities

  • Communication – Maintain communication with Sales Teams, customers, internal Support Services team members and other divisions within Red River through the utilization of all Red River tools and platforms.
  • Deal Qualification- Assist with and be an escalation point for Support Service Sales and Account teams to qualify and understand specific opportunities based on service, partner, and industry knowledge. This includes identifying and leveraging KPIs based upon historical experience and industry changes.
  • Quoting- Leverage internal problem-solving techniques and resources to ensure accurate and compliant quotes are presented to customers meeting content and contract compliance standards where applicable with a focus on complexity and command of the content vs. volume.
  • Business Development- Develop a quarterly cadence with internal Sales Teams to track business via Red River’s internal Renewal program as well as net new opportunities across Red River’s contract portfolio with a focus on contract consolidation and minimizing complexity for customers.
  • Forecasting – Communicate with Support Services and Sales leadership to accurately forecast sales and invoicing goals for large opportunities on a quarterly basis.
  • Cross-Sell- Identify and qualify cross-selling opportunities and work with Sales and customers to present quotes in a consistent manner
  • Order Processing- Review and confirm orders received match the inventory and terms that were quoted. Stay in contact with the customer and vendor until the order has been fully processed and invoiced with the ability to share this information interdepartmentally. Use post-sale deliverables for customer follow up and continuation of inventory conversations.
  • OEM Programs - Research and track OEM maintenance program details.
  • Process Enhancement – Participate and at times lead Support Services internal process enhancement conversations.
  • Divisional Support- Work with and support other Divisions within Red River on everything from proposal efforts to collaboration on full technology solutions.
  • Certifications- Achieve and maintain necessary industry certifications and participate in Red River’s internal LMS offerings.

Qualifications

  • Must be able to Quote and manage strategic opportunities and be the main point of contact for the customer or Sales team.
  • Ability to work independently and to make informed decisions without direct supervision
  • Ability to interpret information from various sources to make strategic decisions regarding qualification and deal pricing while escalating appropriately.
  • Ability to recognize potential areas for strategic advantage through both subject matter expertise and process improvement
  • Excellent written, verbal and communication skills
  • Strong organizational and problem-solving skills
  • Ability to multi-task and maintain accuracy under a heavy workload and fast paced environment
  • Excellent interpersonal skills with the desire and ability to work well on a team while being a resource for other members of the team
  • Working knowledge of Microsoft Office

Performance Expectations

  • We work with purpose, looking to disrupt the status quo in meaningful ways.
  • We act with integrity, showing respect for all and demonstrating our commitment to ethics
  • We value collaboration and work as a team to accomplish goals
  • We elevate creativity, and support curiosity to reimagine the use of technology
  • We have a strong work ethic, and seek continuous improvement in all we do
  • We embrace philanthropy, working together to drive positive change and lasting impact within communities around us

Candidates for the job should possess excellent organizational skills as well as the ability to efficiently multi-task. Ideal candidates have a strong focus on day-to-day operational excellence, and a personal style that builds trust, and inspires loyalty. The candidate should be motivated, proactive, be able to learn and adapt quickly.

 

Established in 1995, Red River delivers information technology solutions to a worldwide military and civilian customer base and the New England enterprise market including healthcare, financial services and education customers. Red River is ranked the 5th fastest growing company in NH by Business NH Magazine and has demonstrated consistent year over year revenue and employee growth since its inception. With corporate offices in Claremont, NH, Red River has satellite offices in Virginia.

 

EOE M/F/DISABLED/Vet

Red River Computer Co., Inc. is an equal opportunity employer and makes employment decisions without regard to race, gender, disability or protected veteran status.

 

Red River offers a competitive salary, excellent benefits and an exceptional work environment. If you are ready to join a growing company, please submit your resume and cover letter (required) online at http://www.redriver.com/company/careers.

 

MOC

Army - 43B

Navy -  3112, 001672

Air Force – 34M1

Marines - 8000

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