Digital Solutions Manager
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Job Description
Digital Solutions Manager at United Rentals managing team strategies for digital customer engagement and solutions. Collaborating with sales to enhance digital product adoption across various accounts.
Responsibilities:
- Deploy strategies for assigned accounts or territories: Creates and deploys customer success strategies, including development of onboarding and deployment plans, training programs and ongoing customer support for all digital channels; works one-on-one with customer(s) and sales managers guiding them through the entire customer journey while fostering a positive connection
- Builds and maintains customer relations by anticipating and advocating for customer needs
- Drives adoption and engagement of our digital suite of products (mobile app, .com, invoice integration, punchouts, etc.) through functional expertise, guided selling, and ongoing education of the value delivered through UR’s tools and systems
- Develops programs for current and next gen customer opportunities to support managing customer portfolios
- Manages feedback loops for customer and employee requirements to improve priorities
- Identifies opportunities and areas of improvement for customer retention initiatives and worksite performance solutions deployments; new product features and optimizations; identifies customer trends to help determine improvements to strategy, process and digital service offerings
- Advocates for the business goals of customers and engages stakeholders to determine the best solutions to meet those goals
- Manage customer complaints by triaging, solving and/or assigning issues to the correct internal teams to resolve; responsible for communicating and engaging the customer to keep them aware of timeframes and steps to resolution
- Manage, coach, mentor a team to achieve the goals and objectives of the department
- Create awareness with our Account Managers about our Worksite Performance Solutions (WPS)
- Help sales teams develop plans to grow the adoption of WPS solutions with our customers
- Directly help facilitate the rollout of EAM installations in your regions
- Assist with the scaling of current and upcoming Worksite Performance Solutions.
- Manage Sales Support responsibilities: Develop and maintain strong professional relationships with key individual stakeholders and cross functional partners
- Develop and conduct training and enablement for customers and internal sales teams
- Develop digital sales strategies with DNA and Region accounts and assist in customer selling opportunities
- Prepare and conduct reviews with RVP/RSMD/DNA groups as necessary
- Guide NAMs on how to communicate program value through regular KPI/ABR meetings
- Enable awareness and adoption of advanced customer solutions and programs: Develop and conduct awareness campaign for worksite performance solutions
- Design sales enablement tools and assets for advanced solutions
- Maintain customer and internal communications to meet customer expectations
- Other duties as assigned
Requirements:
- Bachelor’s degree in a related field or equivalent work experience
- 5-8 years of experience in strategic sales, ecommerce and/or strategic customer support team(s)
- Minimum 3 years of experience leading teams or programs
- Strong initiative and ability to work autonomously
- Team player with a positive attitude, high intuition
- Able to work under pressure in a fast-paced startup environment
- Analytical skills with a track record for improving processes and organizations
- Strong time management skills, attention to detail and follow-up
- Passion and commitment to customer success
- Strong technical aptitude and ability to sell both an application and deployment of a platform
- Excellent interpersonal, written and verbal communication skills
- Effective listening skills and ability to ask probing questions and understand concerns
- Travel – 50%
Benefits:
- Paid Parental Leave
- United Compassion Fund
- Employee Discount Program
- Career Development & Promotional Opportunities
- Additional Vacation Buy Up Program (US Only)
- Early Wage Access through Payactiv (US Hourly Only)
- Paid Sick Leave
- An inclusive and welcoming culture
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