Head of Customer Support and Inside Sales

Company: RS&A, LLC
Location: Woodinville
Posted on: May 1, 2025

Job Description:

Document Type:Job DescriptionPosition Title:Head of Customer Support & Inside SalesReports To:VP, Sales & Marketing Company Overview:At RSA, our mission is to ensure critical medical devices are always available to support the treatment and diagnosis of patients when they need it most. Our culture is driven by a shared commitment to making a positive impact-where a team of dedicated individuals goes above and beyond to make a real difference in people's lives.As part of our team, you'll have the unique opportunity to help shape the future of medical device services. This role focuses on prospecting, identifying and converting leads into new customers, recovering inactive customers, building customer trust and relationships, and operational excellence. If you want to be part of a team that's truly making an impact in healthcare, this is the perfect opportunity.This is our legacy - this is how we leave our fingerprints on an industry. We are a team of incredible people doing incredibly unrecognizable acts to make a difference in people's lives.Functional Description:This position will oversee and lead our inside sales and customer success teams. This role is critical in driving success across our customer-facing teams that drive customer success and repeat business. The ideal candidate will have a deep understanding of both sales and customer service functions, be adept at building cross-functional relationships, and be committed to delivering exceptional customer experiencesScope of Outcomes:The core responsibilities for this position include:

• Develop and implement strategies to be used across the inside sales and customer support teams to generate new customer leads and convert them into sales.
• Act as corporate sponsor for top customer accounts; building and delivering Customer Business Reviews on a regular basis.
• Oversee the efforts of Customer Support and Inside Sales teams to ensure each act as trusted advisors throughout customer journey.
• Establish and achieve customer growth and retention goals for individuals monitoring team performance and identifying opportunities to offer additional services and solutions that meet customer needs.
• Continuously analyze customer interactions and service delivery metrics to improve customer satisfaction and drive sales growth.
• Lead coordination efforts between sales, customer success, production, operations and logistics teams to ensure timely and efficient service delivery.
• Ensure accurate and timely documentation of customer interactions, service requests, and transactions within Salesforce and other relevant systems.
• Track team progress on service requests, ensure timely follow-ups, and report on key metrics.
• Oversee the collection of customer feedback, sharing insights with internal teams to contribute to the ongoing improvement of products, services, and processes.
• Drive improvements in processes and tools to streamline customer interactions and enhance team productivity.
• Establish and report on KPIs to indicate overall business area performance and opportunities for improvement.
• Work with individual team members to understand current expertise and development goals.
• Create, monitor and follow up through regular coaching sessions with team to reach development objectives. Job Requirements: The candidate must possess:
  • Experience in managing sales teams and ancillary support groups with proven track record of top and bottom line growth.
  • Able to hold self and team accountable to business results including revenue, positive customer interaction, data reporting and documentation.
  • Ability to motivate a team of individuals through interactions and culture of positivity and success.
  • Proven experience in fostering strong internal relationships to develop a team of highly motivated, driven contributors with a customer-first mentality acting with charisma, humility and integrity.
  • Excellent verbal and written communication skills. Ability to explain information clearly to internal and external stakeholders.
  • Strong collaboration skills, with experience working across teams, such as production, sales, and service teams, to ensure smooth integration across all business functions and team.
  • Ability to manage multiple priorities, people and functions effectively in a fast-paced environment.Preferred experience includes:
    • Bachelor's degree in Business, Marketing, or a related field.
    • 7+ years of experience in sales, customer success, or a related field, with demonstrated experience in leading and scaling teams.
    • Experience with a digital Salesforce.com CRM system.
    • Familiarity with healthcare equipment or service-based environments is a plus, but not required.Environment and Physical Requirements:
      • Ability to lift 75 pounds
      • Ability to stand for long periods of time
      • Ability to travel, both domestically and internationally, for extended periods of time
      • Dexterous ability to manipulate small object
      • Willing to work standard and non-standard hours as required to support the customersBenefits:
        • RSA's offers the following benefits as part of its Total Rewards program:
        • Salaried position
        • Excellent opportunity for development and advancement as part of our employee engagement model
        • Medical, dental, vision, disability, profit sharing, and 401k retirement plan benefits
        • Paid company holidays and time off
        • Weekend or Evening hours may be required to support emergency needs and scheduled coverage
          
          
          
          PI822ebd2b0841-37248-37322018

Keywords: RS&A, LLC, Redmond , Head of Customer Support and Inside Sales, Sales , Woodinville, Washington